Customer Relations Coordinator

San Antonio, TX, United States

South Texas Blood & Tissue is an AABB-accredited blood bank. It operates nine donor centers in South Texas, distributing blood, plasma, platelets, and other components to regional hospitals and emergency first responders. It also provides starting materials to therapeutic developers, and clinical research services. Its apheresis center received FACT accreditation in 2022 for peripheral blood cellular therapy product collection. As an AATB-accredited tissue bank, it offers tissue recovery from living and deceased donors.

Job Title: Customer Relations Coordinator

Revision: 0001

Job Code: 700756

Shift: Monday-Friday 7:30 am – 4:00 pm

FLSA: Exempt

Hybrid? N

CPF Level: P1

Location: San Antonio

Dept.: Hospital Services

Business Unit: STB&T

General Summary

The Customer Relations Professional/Expert is responsible for managing their assigned group of client relationships. Directly manages customer service teams (when assigned), including coaching, training and development.

Designs blended customer service improvement initiatives with an emphasis on people and processes to determine readiness for KPI’s.

Effectively partner and collaborate with sales teams on customer adoption, and retention.

Responsible for the development and implementation of training programs for Hospital Services.

Identifies process improvements, training, implementations, projects, and creates with sustainability in partnerships with other departments.

Responsible for leading coordination of logistical, recruitment, promotional, and customer needs (donor and product stakeholders) associated with the Heroes In Arms (HIA) program.

Position assists in developing, implementing, and monitoring effective processes for service delivery; in addition, support efforts to identify and forecast budget expense items.

Heroes in Arms represents a collaboration involving the South Texas Blood & Tissue Center, the Southwest Texas Regional Advisory Council (STRAC), University Health System, the San Antonio Military Medical Center, The US Army Institute of Surgical Research, the UT Health Science Center and medical helicopter services Air Evac Life team, PHI Inc. and San Antonio AirLIFE.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE).

Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

It is essential that the incumbent have a valid driver's license and be at least 18 years old with a good driving record to meet organization driving standards.

Major Duties and Responsibilities

Essential Tasks

Implements and manages regular customer KPI review meetings to track and improve performance.

Develops “grass roots” relationships with client base to improve communication and understanding of the client’s business model at an operational level.

Provides customer solutions and attention to details with emphasis on resolving gray areas.

Facilitate and lead various types of meetings and presentations.

Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders.

Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals.

Review all documents for accuracy and completeness.

Make recommendations to Hospital Services management for solutions and improvements to training programs.

Provide prompt and accurate documentation of unusual occurrences or discrepancies using the appropriate system.

Participate in continuing education by attending in service trainings, seminars, and other workshops.

Maintain a close working relationship with the department management and staff.

Serve as “point person” to coordinate BIA program elements among operational and support departments (Donor Recruitment, Donor Services, Product Management, Sales, Marketing and Communications, IT, and Financial Services) to assure staff work cross functionally to effectively meet program goals and objectives.

Lead relationship management efforts with program partners and stakeholders including but not limited to Southwest Texas Regional Advisory Council (STRAC), University Health System, the San Antonio Military Medical Center, The US Army Institute of Surgical Research, the UT Health Science Center and medical helicopter services Air Evac Life team, PHI Inc. and San Antonio AirLIFE.

As necessary, attend meetings/conferences and other events to represent STBTC in educating and marketing the HIA program.

Obtain and maintain customer and industry‐related contact lists to facilitate timely program communication(s).

Coordinate onboarding new customers including scheduling and as needed, conducting training customer sites in ordering and returning whole blood, as appropriate.

Assure timely communication among BBG/STBTC departments of new customer requirements (including contracts; billing arrangements; product availability requirements, etc.)

Assist in administering grant funding program, including billing and reporting requirements.

Recruitment/HIA Donor Relationships.

Initiate appropriate monitoring of customer needs to assure active donor base supports product blood needs.

Coordinate plan for assuring annual titer testing of HIA donors per regulatory requirements.

Assist Marketing and Communications department to assure ongoing efforts cultivating “top‐of‐mind” presence in public regarding Heroes‐in‐Arms and overall medical community collaboration.

Performs other duties as assigned.

Non‐Essential Tasks

Lead efforts to provide regular program updates to industry organizations (i.e. BCA, ABC, AABB).

Education

Requires sixty (60) hours or Associate Degree from an accredited technical/vocational institute, college or university.

Prefer a Bachelor’s Degree from an accredited college or university.

Prefer education with medical/blood banking coursework emphasis.

Licenses and/or Certifications

Valid United States Driver’s License

Experience

Requires three or more years of work experience, routinely organizing multiple components of projects and customer engagement experience.

Requires experience focusing on customer‐management roles previously, such as voice of customer, customer care, customer intelligence, customer loyalty.

Helpful if experience includes working in a medical environment.

Prefer blood center experience.

Knowledge

Must acquire a knowledge of STBTC programs including but not limited to Heros‐in‐Arms.

Must maintain knowledge of and perform according to Standard Operating Procedures (SOPs) and policies.

Must have working knowledge of computer software applications, Hospital Services procedures, and regulatory requirements concerning the handling blood components.

Skills

Must be capable of operating motor vehicles in all types of weather conditions.

Must have excellent customer service, communication and negotiation skills.

Must have experience using Microsoft Office applications including Word, Outlook, PowerPoint and Excel. Must have excellent written and oral communication, interpersonal and presentation skills.

Must be capable of performing and training employees in the storage, inspection, ordering, preparation, packing, shipping, returning, importing, irradiation, modification, safety and quality control procedures of blood components.

Abilities

Must be able to develop and execute effective problem solving tasks independently, appropriately deferring to the supervisor when appropriate.

Must be able to document work following best practices.

Must be able to keep information confidential.

Must be able to make decisions based on predetermined criteria.

Must be able to move smoothly from task to task, which vary in nature and complexity.

Must be neat in appearance and well groomed.

Must be professional, detail oriented, self‐motivated, innovative, creative, assertive, organized, communicative, and have the ability to work independently.

Working Environment

Works in a well‐lighted, air conditioned and heated office.

May be exposed to electrical and chemical hazards and other conditions common to an office environment.

May be required to work at any time of the day, evening or night during the week or weekend.

Ability to use personal motor vehicle for company business required.

Occupational Exposure Assignment‐Category II

We invest in our people by offering competitive compensation, excellent benefits, and the opportunity to work with the first blood center in America to receive the ISO 9002 accreditation!

All Full Time Positions Qualify for an Affordable and Competitive Benefits Package to include:

• Competitive salary

• 100% Employer Paid Life Insurance

• 401(k) with Employer Contribution

• 100% Employer Paid Long-term Disability Plan

• Paid Time Off (PTO)

• 100% Employer Paid AD&D

• Extended Illness Benefits (EIB)

• 100% Employer Paid Employee Assistance Program

• Shift Differentials

• Group Health Medical Plan with prescription coverage

• Paid Holidays

• Variety of Voluntary Supplemental Insurances

• Incentive Compensation Plan

• Voluntary Dental Coverage

• Educational Assistance Program

• Voluntary Vision

South Texas Blood & Tissue Center (STBTC), a subsidiary of BioBridge Global, is proud to be an Equal Opportunity Employer committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, genetic data, sexual orientation, gender identity, or any other legally protected characteristics. For more information about your EEO rights as an applicant under the law, please clickhere (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf) . STBTC maintains a Tobacco & Drug-Free Workplace.