This position requires the ability to have a compelling conversation and to provide high quality customer service for donors on the NMDP registry who are being asked to save a patient’s life.
The role involves using investigative skills in partnership with information from within NMDP systems to locate and contact donors.
Candidates must effectively engage donors who could have misconceptions about the donation process.
Responsibilities of this role include the ability to access information from within NMDP systems, confirm interest, and assess health conditions, update donor demographics, and complete/manage all other related record updates and documentation accordingly.
Good guardianship of member confidentiality and identity is required.
Candidate must demonstrate professional telephone etiquette with the ability to build rapport with customers in a heavily blended (inbound and outbound) call environment.
Maintains understanding of donor operations processes and unique customer requirements.
Collaborates with other teams and departments to achieve goals and support the work of Donor Operations (e.g., Marketing and Communications, Donor Experience, Provider Services, Donor Advocacy).
Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws.

Bachelor’s degree in human services or a Health Care related field is required.
However, upon evaluation, equivalent related Health Care experience and/or education may be substituted for the degree requirement.
Additional educational experience in public health, psychology, or health promotion is preferred.
Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change.
Three years 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.
Familiarity with medical terminology and advanced health screening experience preferred.
Familiarity obtaining informed consent.
Experience in target-driven sales environment.
Familiarity with digital social platforms and social media applications.

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

Donor Engagement Specialist – Bilingual, Vietnamese

Key skills