Job Title:
Responsible To:
Division:
Donor Provision & Welfare Coordinator
Account Delivery Team Leader
Operations
Purpose: To be a member of an Account Delivery Team that provides unrelated donor
and cord blood unit search and selection and organises all aspects of stem cell provision
for a specific group of transplant centre customers, and ensuring the welfare of the
donor throughout the process.
Main Responsibilities
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To contact selected donors to guide them through the donation process; making the
necessary arrangements for their donation and delivery of the product for
transplantation.
To remain knowledgeable of all procedures and protocols relating to the donation
process and be able to communicate this information effectively to donors.
To liaise with international donor registries and cord blood banks, making the
necessary arrangements for delivery of the product for transplantation.
To communicate regularly with healthcare professionals, suppliers and other
stakeholders; providing accurate, timely and concise information to meet customer
needs.
To ensure that all patient records are kept up to date and all correspondence is
sufficiently documented in the records.
To process work to meet set regulatory, accreditation, quality and performance
targets and to provide a professional and effective service for customers.
To maintain the confidentiality of both donor and patient at all times.
To work independently, pay meticulous attention to detail, problem solve and take full
responsibility for each allocated patient file.
In collaboration with other Donor Provision & Welfare Coordinators and the Account
Delivery Team Leaders ensure the continuation of day to day services by covering
staff absence.
Ensure incidents, complaints and serious adverse events are reported to the Senior
Account Delivery Team Leader, Head of Transplantation Services, Quality Manager
and Medical Officer as appropriate.
Attend regular team meetings to review workload, KPIs and targets, with a focus on
providing excellent service for customers.
Additional Responsibilities
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To participate in the out of hours on call rota when deemed competent to do so.
To attend training sessions and seminars as required.
To provide support for the Account Delivery Team Leader and perform other duties
as determined by them.
To perform any other duties considered appropriate by the Head of Operations.
Person Specification
The following attributes are considered essential for the job:
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Excellent interpersonal skills with good written and verbal communication skills.
The ability to work as part of a team and on own initiative.
The ability to organise and prioritise work effectively and quickly.
The ability to well under pressure and to tight dead lines.
The ability to show attention to detail in all aspects of work.
The ability to problem solve and show initiative.
The ability to multitask while maintaining a complete overview of a number of
cases simultaneously.
8. Demonstrable understanding of customer service
9. Computer literate with a good working knowledge of Microsoft Office.
The following attributes are considered desirable for the job:
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Experience of working in a medical or health environment.
Previous experience of handling confidential information.
A recognised and relevant degree.
An understanding of the processes of bone marrow/stem cell donation.
Conditions of Employment
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35 hour week, Monday to Friday
Salary as advertised
27 days holiday per annum
Free life assurance and contributory personal pension scheme
Staff restaurant and sports and social facilities
Interest free travel loan
Employee Assistance Programme