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Job Details

Donor amp Client Support Specialist 2nd Shift in

Company name
The American Red Cross

Charlotte, NC

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Identify, investigate and retrieve suspect products associated with post donation information, donor deferrals, abnormal or unexpected test results, manufacturing issues and notifications from other sources. Immediately gain control of suspect products when indicated. Perform consignee notifications to gain control and retrieve suspect products. Advise regions, consignees and others to control suspect products using computer notifications, inventory systems, and telephone and e-mail systems. Respond to requests from regions and hospitals concerning bacterial contamination of components.Maintain Blood Services records in accordance with ARCBS directives and FDA, state and federal regulations. Researches records to retrieve requested information. Work in a collaborative team environment to meet operational objectives while advancing donor and recipient safety.Perform all duties and responsibilities in compliance with standard operating procedures, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health Administration (OSHA) and other applicable Federal, state and local regulations.

Shift: Sunday - Thursday 3:00 pm - 11:30 pm


Identify, control and retrieve suspect products (includes gaining control, product retrieval, consignee notification, tracking responses from consignees, case review, and managing cases through to closure).

Follow Red Cross procedures and communicate directly and precisely with hospitals and blood services field regions to perform the retrieval of suspect products.

Answers donor eligibility questions and product or donor concerns from Collections staff, donors or consignees in a timely manner.

Reviews donor deferral records to identify suspect products.

Ensures timely management of product level investigation under ARC inventory.

Ensure notification for biologic product deviations and FDA notifications occur timely.

May investigate discrepancies in donor records. May correct, update and verify changes to ensure appropriate entry and confidential handling of data.

Performs retrieval activities related to product complaints including bacterial detection cases.

May assist with donor reentry and reinstatement.

Perform other related duties as necessary to maintain the team workflow.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified.

Scope:Has continuous contact with hospital customers, blood donors and field staff. Maintain quality and regulatory standards which impact donor and client relationships. Represent the Red Cross to the public during daily interactions. Ensures confidentiality and limited access to donor records.Competencies:The duties and responsibilities mentioned in the job description are representative of the essential functions of the position. The performance management system incorporates competencies which are identified, discussed and evaluated to meet operational milestones and which are tied to job families and titles. Three types of competencies have been identified; Technical Competencies are job specific skills and methods, Core Competencies are the abilities and behaviors expected of all Biomedical Services employees, Leadership Competencies are specific abilities and behaviors required of those performing formal management roles or other leadership roles (i.e. Project Leaders). Management and staff should contact Human Resources for further details on the appropriate competencies for a specific position.Essential Functions/Physical Requirements:Candidates must have the ability to work in fast paced, high volume, demanding complex and dynamic environment. The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs.Exposure levels are based on the essential functions as stated in this position description; however, in some instances, variances may occur due to the applicable nature of this position within a work site. Therefore, the work site may determine the exposure level to be greater than or less than the below stated level.This position is an exposure determination 0 since normal work involves no exposure to blood or blood components and/or human body fluids or tissue samples because of splashes, spills, and/or needlesticks or performance of or assistance in first aid.


Associate Degree or equivalent combination of related education and experience required.

Bachelor degree in a science or health care field is preferred.

Minimum one year of related experience in blood banking, laboratory testing, medical records, auditing or quality review is preferred.

The ability to read, write and verbally communicate at the high school to college level is required.

Intermediate to advanced level computer skills with Microsoft Office applications in a Windows environment is required.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.

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Company info

The American Red Cross
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Company Profile
Each day, thousands of people – people just like you – provide compassionate care to those in need. Our network of generous donors, volunteers and employees share a mission of preventing and relieving suffering, here at home and around the world. We roll up our sleeves and donate time, money and blood. We learn or teach life-saving skills so our communities can be better prepared when the need arises. We do this every day because the Red Cross is needed - every day.

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