The posting
Job Description
This position is responsible for providing exceptional levels of customer service to both domestic and international donation facilities and respective donor agencies by managing the assigned accounts to ensure supply needs are met.
Manages egg donor operations for assigned clinic accounts and ensures that egg donors are reviewed according to Company and regulatory agency policies by performing the following duties.
Responsibilities
Essential Functions & Accountabilities:
• Maintains productive partnerships with nurses, donor egg agencies, and donation facilities; ability to communicate, and address clinic/donor issues to ensure effective short-term and long-term resolutions in a timely manner and with the highest degree of courtesy and professionalism.
• Reviews potential egg donor’s applications according to established network guidelines.
• Executes data entry of donor information and donor photos onto the DEB USA Admin Site. Ensures completeness and accuracy of information displayed on DEB USA Admin Site for client view.
• Requests and reviews donor screening testing results, forms, agreements and consents for accuracy and routes accordingly to the Quality Assurance and Genetics Department to ensure donor meets all applicable regulations and policies, and sets distribution to specific jurisdictions, as applicable.
• Acts as a liaison between donation facilities and CooperSurgical Genetics Department. Requests additional information from donation facility if donor’s application is incomplete or requires additional information.
• Conducts redaction of sensitive PHI.
• Maintains information received from the donation facilities in the designated electronic folders; updates DEB USA internal system (Sugar CRM) accordingly.
• Follows-up with the donation facility to ensure timely receipt of donor’s agreements, consents, profile, and Summary of Records.
• Processes timely invite backs to the donation facilities and follows up no less than monthly; records reason for donor retirement if unavailable to cycle after invited back.
• Initial intake of Adverse Outcome Reports and Family Medical History Updates as necessary.
• Coordinates and executes bi-weekly or monthly meetings with each assigned donation facility.
• Reports monthly cycle projections from assigned donation facilities.
• Contributes to team effort by maintaining excellent rapport and working relationships, internally and externally, including network practices.
• Completes nonconformances and deviations in MasterControl and communicates with Quality Assurance department to resolve issues with paperwork if required. Responsible for entering event into MasterControl and working with management as necessary to resolve.
• Protects and maintains confidentiality of donor and client private information.
• Provides timely feedback to Management and network practices regarding non-conformances or clinic relationship or quality concerns.
• Responsible for creating donor card (if applicable), entering inventory lines and/or verifying and posting inventory into Navision during Initial and Final QC process.
• Demonstrates basic understanding of egg donor qualification process and how to effectively coordinate/manage donor accounts.
• As business needs dictate, work extended hours to complete daily department goals or tasks to include mandatory overtime.
• Provides back-up coverage for all egg program operations as needed.
• Other duties and projects as assigned.
Cooper’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.
Qualifications
• Experience with CRM or EMR programs preferred and excellent project management and customer service skills; high level of interpersonal skills to interact with peers and management; strong attention to detail in composing, typing and proofing materials; excellent organizational skills; ability to handle multiple tasks simultaneously; and ability to maintain confidentiality.
• Intermediate or advanced skill in the use of Excel, Word and PowerPoint. Advanced preferred.
• Ability to analyze data, carry out instructions furnished in written or oral form, and deal with problems involving several concrete variables in standardized situations.
• Ability to speak and write English; communicate effectively and professionally with clients and external contacts; read and comprehend instructions; write routine reports and correspondence; and effectively present information in one-on-one and small group situations to clients and employees.
• Fluency in additional languages (Spanish, French, Portuguese) appreciated, but not required.
Work Environment:
• While performing the duties of this job, the employee is regularly required to sit and speak or listen.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
Experience:
• Previous experience with IVF, Reproductive Endocrinology and Infertility, or third-party reproduction preferred.
• Two or more years of experience in a customer service-related field required.
Education:
• High School Education and Bachelor’s degree preferred.
As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at [email protected].
You'll receive a competitive total compensation plan. Your recruitment team will be able to share more information about any variable pay opportunity and benefit package that accompanies this role. The good faith estimate of the salary range for this role $29.00-$31.00 per hour. The actual amount offered is determined by a number of factors including but not limited to location, skills and experience.
