American Red Cross

Customer Support

• Utilize healthcare and/or customer service skills to assist with the blood collection process
• Collaborate with the team to transport and setup equipment at collection sites
• Create a welcoming and comfortable environment for volunteer donors
• Follow all safety procedures while collecting lifesaving blood donations
• Take time to personally connect with donors and listen to their stories
• Ensure that the blood collected meets goals, regulatory requirements, and can be safely transfused
• Drive Red Cross vehicles and setup/tear down equipment at donation sites
• Work a variable schedule which may include early mornings, late nights, weekends, and holidays

Blood Collection Staff – Customer Service

• Utilize healthcare and/or customer service skills to assist with every step of the blood collection process
• Collaborating with your team to transport and setup equipment at the collection sites
• Creating a welcoming and comfortable environment for volunteer donors
• Following all safety procedures while collecting lifesaving blood donations
• May drive Red Cross vehicles and you will work with the team to setup and tear down equipment at the donation sites

Account Manager

• Support the attraction, retention, and scheduling of potential blood drive sponsors and the education of various stakeholders to maximize blood drive success.
• Provide support, development, and/or leadership guidance to all volunteers.
• Will cover about 15 counties, North to South, from Ellis to Guadalupe County.
• Support the implementation of creative strategies to attract, manage and retain potential blood drive sponsors and feeder groups for existing blood drives.
• Support consistent execution of the 12-week drive management cycle, including working with key stakeholders to ensure sufficient drive sign-ups are attained.
• Facilitate a quality hand-off of blood drives between internal stakeholders at the 12-week timeframe.
• Support the implementation of territory plans in collaboration with strategic business planning to achieve collection goals, increase monthly bookings, improve operational efficiency, and identify new blood drive sponsors.
• Provide routine organizational and operational support to the blood drive coordinator to ensure achievement of collection operation and annual goals and provide the highest level of customer service to encourage the sponsor to grow their blood program with the Red Cross in frequency and performance metrics.
• Schedule education programs for blood drive sponsor contact, recruitment committees and volunteers within assigned groups to assist in meeting collection objectives and to comply with all directives, regulations, and local operating procedures.
• Maintain accurate records to provide tracking and statistical data on blood drive sponsor group performance.
• Appropriately utilize tools, technology, and strategy provided by the organization to enhance customer service, efficiency, and productivity.
• Responsible for providing own transportation for business purposes.

Donor Recruitment Account Manager

• Support all BioMed customers through multiple channels
• Database maintenance
• Direct mail
• Email
• Facebook
• Health History support
• Modifications/Data Entry
• Mobile App support
• Phone Calls
• Scheduling appointments
• Text
• Web support
• Receive customer communications nationwide.
• Resolve customer issues directly and/or work with team members to escalate and resolve issues quickly to ensure satisfaction.
• Exercising confidentiality, independent discretion and judgement.
• Prepare reports as requested.
• List generation, scheduling appointments, request donor card, and any other activities required to support our customers.
• Develop, coordinate and execute on the response to a customer request including direct contact with a donor or sponsor.
• Provide excellence customer service during any touch point with donors, sponsors or internal team members.
• Operational support and administrative duties using one or multiple systems with little supervision.
• Accountable for daily and weekly productivity
• Attendance
• Quality Assurance Monthly Reviews
• Maintaining a professional work environment

Customer Care Coordinator II

Director

• Identify, engage, cultivate, solicit, and steward HNW individual donors and prospects from a Division perspective
• Provide significant divisional support and expand donor financial support of the American Red Cross
• Grow an assigned portfolio of donors, sponsors, and prospects to meet monthly, quarterly, and annual revenue goals exceeding $5,000,000
• Assist donors in creating meaning and legacy through impactful philanthropy in support of the American Red Cross mission
• Provide support, development, and leadership guidance to volunteers and senior stakeholders engaged in high‑level fundraising efforts
• Design and implement Division‑level fundraising strategies focused on securing large, transformational gifts
• Manage and develop complex individual, corporate, and/or foundation relationships
• Analyze donor, prospect, and market intelligence to identify new high‑capacity individuals and philanthropic communities
• Make strategic decisions regarding which individuals, families, or entities to prioritize
• Lead Division fundraising growth initiatives by expanding capacity to identify, cultivate, and solicit high‑net‑worth donors
• Personally engage in the solicitation of funds from high‑level contributors
• Maintain responsibility for a high‑value portfolio with a revenue target of $5,000,000+
• Provide guidance and thought leadership to development staff and key volunteers
• Travel extensively within the Division to support donor engagement and relationship‑building

Divisional Philanthropy Director

Manager

• Lead and support a diverse volunteer team responsible for the implementation of volunteer-led disaster cycle services programming throughout the assigned geographic area or functional activities throughout the region
• Implement either disaster cycle services activities within assigned geographic area or specific functional activities within the region
• Develop and support disaster volunteers who are the primary workforce, and representative of the communities they serve, both culturally and linguistically
• Cultivate and develop Disaster Leadership Volunteers, including volunteer partners, to meet specific responsibilities as part of their work in disaster readiness, preparedness, response, and recovery
• Lead and empower a diverse team of volunteers
• Lead and coordinate efforts in assigned geographic area to prepare and mobilize communities and engage partners with specific functional expertise and assets to prepare for, respond to, and recover from disasters and emergencies
• Act as the Red Cross disaster subject matter expert within assigned geographic area, to maximize Red Cross presence and community engagement and mobilization
• Initiate and coordinate disaster relief operations in assigned geographic area, or functional activities in the region in alignment with the Disaster Cycle Services Concept of Operations

Regional Client Care Manager

• Guide, lead and support teams of employees and trained volunteers to deliver comfort and care in times of disaster.
• Build, sustain, and energize the employee and volunteer workforce to create and maintain a foundation of continuous and robust engagement using established processes and collaborating with volunteer services staff.
• Work with volunteers to ensure that the communities served are ready to respond to disasters.
• Regional disaster employees are required to deploy to disaster relief operations outside of their region a minimum of once a year.
• Participate in disaster response operations in the region in alignment with the Disaster Cycle Services Concept of Operations, upon completion of training requirements.

Disaster Workforce Engagement Manager

Recruitment

• Assist account managers in ensuring blood drives achieve goal through drive management activities such as: on-site recruitment at blood drives, giving presentations to sponsoring organizations, managing on-line appointment schedules including data entry of appointments, working sign-up tables or assisting in recruitment meeting preparations
• Provide oversight and record keeping in both Hemasphere and online scheduling system (OLS) to ensure blood drives are properly managed and to provide tracking and statistical data on Sponsor group performance
• Provide sufficient organizational and operational support to blood drive coordinators to ensure achievement of collection operation and annual goals
• Schedule and implement education programs for Sponsor contact, recruitment committees, line volunteers and volunteer tele recruiters within assigned groups to assist in meeting collection objectives and to comply with all relevant regulations, procedures and directives
• Appropriately utilize tools, technology and strategy provided by the organization to enhance customer service, efficiency and productivity

Donor Recruitment Associate

• Recruit blood donors by telephone
• Schedule appointments and coordinate reminders
• Maintain records to increase number of donors and blood products
• Provide support and guidance to volunteers
• Contact donors following appropriate scripts and protocols
• Develop knowledge of donor criteria to inform donors of eligibility
• Maintain accurate records of contacted donors and scheduled appointments

Apheresis Telerecruiter

Call Center Representative

• Schedule prospective blood donors from a variety of sources by phoning individuals to make donation appointments.
• Contact active or former blood donors to increase both the frequency of their donations and the number of donors at chapter offices or blood drives, to meet collection goals.
• Coordinate reminder calls, follow-ups, log-in of data and maintenance of records.
• Follow a process and appropriate scripting for conducting a call with a donor to ensure a consistent donor experience.
• Interact in a positive, proactive, and customer-focused manner with both internal and external customers, demonstrating care and compassion at all times.

Full-Time Call Center Agent I

• Utilizing healthcare and/or customer service skills to assist with the blood collection process
• Collaborating with your team to transport and setup equipment at the collection sites in local communities
• Creating a welcoming and comfortable environment for volunteer donors
• Following all safety procedures while collecting lifesaving blood donations that are delivered to hospitals
• Taking the time to connect with donors
• Collaborating with teammates to create a welcoming and friendly environment
• Being detail-oriented to ensure blood collection meets goals and regulatory requirements
• May drive Red Cross vehicles and setup/tear down equipment at donation sites

• Lead, develop, and support Disaster volunteer teams responsible for local preparedness, response, and client care management.
• Collaborate with volunteers to ensure communities are ready to respond to disasters.
• Implement disaster cycle services activities and create plans for success.
• Develop and support disaster volunteers and cultivate Disaster Leadership Volunteers.
• Engage and mobilize communities to prepare for, respond to, and recover from disasters.
• Act as the Red Cross disaster subject matter expert in assigned geographic area.

Regional Disaster Action Team Manager

• Utilize your healthcare and/or customer service skills to assist with every step of the blood collection process
• Collaborate with your team to transport and setup equipment at the collection sites in local communities
• Create a welcoming and comfortable environment for volunteer donors
• Follow all safety procedures while collecting lifesaving blood donations that are delivered to hospitals
• Take the time to personally connect with donors – listen to their stories and help them understand how impactful their donation is
• Be detailed oriented all day, every day
• Work with the team to setup and tear down equipment at the donation sites.

Human Resources

• Direct the execution of HR compliance initiatives and projects, including scope definition, deliverable assignment, scheduling, issue resolution, and resource coordination.
• Direct, develop and deliver change management strategies, communication plans, and end-user training related to HR compliance programs and initiatives.
• Design, implement, and maintain HR policies and procedures to support ethical, legal, and compliant business practices; regularly update and maintain the Red Cross Employee Handbook.
• Provide oversight of the Leaves of Absence and Accommodations team to ensure compliant administration, strong customer service, and alignment with workforce and business objectives.
• Direct and govern the development and administration of Equal Employment Opportunity (EEO) and Affirmative Action (AA) programs, ensuring compliance with federal and state requirements.
• Represent the organization with regulatory, enforcement, and community agencies as needed; oversee and direct AA/EEO education and training initiatives.
• Design and implement reporting and analytics methodologies to meet regulatory, compliance, and business needs; analyze complex data to identify trends, gaps, and improvement opportunities.
• Administer and continuously improve HR compliance monitoring and tracking systems to ensure accuracy, efficiency, and reliability.
• Preside over all internal and external HR audits, including audit planning, stakeholder coordination, data review, findings analysis, and development of corrective action plans.
• Serve as a people manager, interpreting and administering policies, processes, and procedures that impact teams and subordinate functions.

Director, HR Compliance – Leaves Policy

Program Manager

• Supervise the implementation of the disaster services program in an assigned geographic area.
• Lead and supervise Disaster program staff and volunteer team responsible for local preparedness, response, and recovery management.
• Manage partnerships with government entities within assigned area.
• Work with volunteers to ensure communities are ready to respond to disasters.
• Participate in disaster relief operations outside of their region at least once a year.
• Empower and support an employee and volunteer team responsible for the implementation of volunteer-led disaster services programming.
• Act as the local Red Cross disaster subject matter expert within assigned geographic area.

Blood Collection Staff – Customer Service

Blood Collection Staff – Customer Service

Donor Recruitment Account Manager

Customer Care Coordinator II

Divisional Philanthropy Director

Regional Client Care Manager

Disaster Workforce Engagement Manager

Donor Recruitment Associate

Apheresis Telerecruiter

Full-Time Call Center Agent I

Blood Collection Staff – Customer Service

Regional Disaster Action Team Manager

Blood Collection Staff – Customer Service

Director, HR Compliance – Leaves Policy

Community Disaster Program Manager