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Position Summary

Member Engagement serves as a holistic customer-centric OMNI channel support center of NMDP, ensuring a seamless and engaging experience for our customers focused on the value & acknowledgment for their unique contribution to our mission. Our multifaceted role encompasses a range of vital functions to engage and support our various customers. Learning agility and the ability to pivot from communication channel, task and range of customer inquiries are vital skills for success in this role. We are a highly collaborative team; among each other and across the organization and levels of leadership to provide positive experiences for our customers. Innovation and continued learning & development are encouraged. In Public Engagement we value and respect each other through our actions and words of honesty, acceptance, openness, & reliability.

At the core of the team’s purpose is the commitment to provide program education and essential resources to anyone who connects with us, guiding them on how they can actively support the mission of saving lives through cell therapy. We maintain data integrity of the member registry and MyNMDP portal while safeguarding supporter & member confidentiality and identity. We are deeply engaged in our work and recognize the profound impact it has on patients, donors, and broader communities. This is a remote position (US).

Check out our video Saving Lives: It’s the Best Job Ever

Accountabilities

Provide organizationally holistic engagement and experience in response to omni- channel communications. adhering to approved procedures while performing the customer experience by consistently meeting team quality standards; emotional intelligence/engagement, compliance standards and service level agreement productivity goal.

Responds to incoming channels:
- Answer incoming phone & text queues for the organization’s main public telephone number, receptionist phone line & public website channels (online forms & chat functions).
- Prioritizing competing tasks according to SLA (service level agreement).
- Utilize multiple resources to provide correct program education and internal handoff to other teams.
- Providing general program information & convey extensive knowledge about the organization, including:
  - Technical resolution of online member registration & member accounts.
  - Health assessment of registry members
  - Additional ways to support the mission aside from the registry
    - Volunteer, financial, advocacy & awareness of NMDP
- Data & online privacy basics
- HLA and donor to recipient matching basics
- Donation experience basics, education to resolve barriers to donation. Donation includes unrelated donor processes, cord blood, cryopreservation & BioTherapies
- Recruitment swab issues
- Data maintenance of member profiles including reconciling duplicate member registrations & international relocation
- Support of call to action in marketing & foundation communications
- Triage to internal teams for expert support when needed to resolve a customer inquiry
Performing customer interactions to quality standards: employing emotional intelligence skills in acknowledging emotional situations & discovering root cause/motivation behind the customers inquiry in your written and verbal interactions.
Outreach tasks as required; returning voicemail & other projects as needed to support organizational goals and strategies.

Additional Social Media Accountabilities

Maintains expert proficiency in responding to incoming customer communications via social media, MyNMDP app and webchat
Community management via likes and replies to social media comments including replying to direct messages
Approves join requests for MyNMDP communities, monitoring community member adherence to guidelines
Responses to webchat questions and concerns from members and constituents
Manage social media engagement during events, such as Facebook Live and other live posts
Maintains knowledge of core functional activities to perform the Public Response Representative role
Maintains proficiency in managing and maintaining systems and procedures, such as: updating donor records, resolving swab kit issues, managing registrations, and onboarding new registry members with unique consent circumstances
Other Public Response and Social Media duties as assigned/as needed
Public Response leadership and Social Media Team collaboration
Identifies trends through gathering, analyzing, and tracking information including crisis management
Funnel leads to Social Media team
Supports new processes during initial testing phase and implementation
Maintains continual feedback loop with stakeholders, ensuring transparency and shared accountability amongst impacted groups and departments
Builds and sustains excellent working relationships with other department managers and staff to improve customer service delivery

Required Qualifications

Knowledge of:

MS Office to include: basic word processing, spreadsheet, and database software application skills.
Proficiency with applying computer skills and engaging with customers simultaneously.
Internet research skills.
Strong functional knowledge of business social media principles, practices

Ability To

Deliver effective communication skills & emotional intelligence in a mission driven call center environment, utilizing critical thinking and problem-solving skills.
Advanced writing skills, with proven ability to convey complex technical or procedural information clearly and concisely.
Exhibit high learning agility & multitasking proficiencies by integrating new knowledge into daily tasks, utilizing various resources and tools across multiple media (phone, email, text, mail, digital channels) and completing work with exceptional accuracy, attention to detail & follow through.
Role model a high standard of behaviors:
- NMDP operating principles & values
- Team expectations & policies
Contributing to a healthy team culture; collaborative teamwork, reliability, openness, empathy, perceptiveness, creativity, and efficiency.
Convey medical information to customers, manage confidential information appropriately, and employ strong documentation practices.
Maintain confidentiality related to information contained in files or records retained within the department.
Flex work hours to accommodate staffing needs; Evening/weekend hours may be required.
Provide holiday, weekend, evening and work week coverage based on a 40 hour/week schedule
Write and speak with the voice of NMDP to the public, registry members, and donors, using language consistent with current organizational messaging
Write effectively and in the tone of the brand while conveying complex or sensitive information to external or internal customers
Present yourself authentically online
Take initiative with strong and consistent follow-through to drive for results
Problem solve, think critically, show good judgment, and manage conflict
Work effectively in a fast-paced environment, applying strong organizational skills with attention to detail
Work independently and in a team environment
Tailor responses to meet the unique and individual needs expressed through incoming communication channels
Must exemplify our NMDP Standards.

Education And/or Experience

Associate degree in Human Services, Business management or a related field is required. However, upon evaluation, equivalent related customer experience and/or education may be substituted for the degree requirement.
Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change. Three years of customer relations, direct patient interaction or care in a clinical/healthcare setting may be substituted for behavioral coaching experience.
Experience with basic word processing and data entry required.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

Functional knowledge of business social media principles, practices
Salesforce experience
Knowledge of employee engagement practices (e.g., Strength Finders, MBTI…)
Familiarity with medical terminology
Previous call center experience

Dei Commitment

As part of our values, we are committed to supporting diversity, equity, and inclusion at NMDP. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

Benefits

NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information

Additional Information

Number of Openings: 1
Pay Basis: Hourly
Schedule: Full-time
Driver Policy: No
Job Family: Customer Experience
Career Category: Professional
Career Level: 3

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