City of Hope Lead-Telerecruiter in Duarte, California
About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s leading cancer centers that develops and institutes standards of care for cancer treatment.
The Lead Tele-recruiter directs the efforts of the call center by monitoring the daily run schedule, setting the call focus for the Recruitment team and communicates needed changes to the scheduling of donors on a daily basis. Works with the Recruitment Manager to set the daily work assignments for Tele-recruitment staff, handles incoming appointment calls and email inquiries. Provides peer guidance and training to staff.
Key Responsibilities include:
Manages voice mail, email and incoming phone lines for department
Produces daily call focus and maintains it through the day
Generates collection reports daily and updates goal monitors
Meets daily with Recruitment Manager to generate daily appointment assignments for the unit and assign breaks to the Telerecruiters
Trains new Telerecruiters
Provides mentorship and peer guidance to the Telerecruiters
Sets the pace in the call center, communicates changes to appointment availability and keeps the call center staff motivated and focused
Covers for Telerecruitment Coordinator in his/her absence
Calls prospective whole blood and plateletpheresis donors to solicit their participation and to schedule donation appointment.
Pre-screens prospective donors.
Enters donor appointment in the electronic scheduling system (eDonor and Safetrace)
Meets established quota/goals for scheduled donors.
Enters any relevant comments into donor’s electronic progress notes.
Screens voice mail messages and returns calls.
Ensures donor eligibility prior to scheduling donations.
Keeps updated and informed of the latest donor eligibility criteria.
Prepares and mails donor letters and cards.
Receives donor letters and updates donor’s file.
Communicates with DAC staff regarding donor schedule.
Remains clear, accurate and diplomatic when communicating with donors.
Basic education,experience and skills required for consideration:
High School Diploma or GED
1 year previous experience in call center or customer service position
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
Job: Transfusion Medicine
Requisition ID: 10002343