DONOR SERVICES COLLECTIONS OPERATIONS MANAGER (TULSA, OK)

Oklahoma Blood Institute - Tulsa, OK

Full-time - Mid Level

Tulsa, OK

Ambulatory Health Care Services

About the position

The Collection Operations Manager is responsible for overseeing the performance of staff in the donor services center mobile operations. This role focuses on achieving key performance metrics, ensuring excellent customer service, and developing programs to enhance staff performance. The manager will work closely with individual staff members to meet goals related to donor collection and operational efficiency.

Responsibilities

• Track and trend overall RBC loss rates for staff and implement actions to ensure an overall rate of less than 4.2% is achieved and maintained.
• Track and trend overall error rates for staff and implement actions to ensure the determined overall rate is achieved and maintained.
• Develop and support processes to ensure a great experience is achieved for each mobile donor.
• Report on Key metrics monthly along with specific action plans to ensure ongoing improvement.
• Meet with staff on a regular basis to review key metric performance and determine individual action plans.
• Work collaboratively with Event Management Staff for error identification and trending.
• Work collaboratively with the Automated Coordinator to ensure conversion and machine turn rates are achieved.
• Work collaboratively with the training and education department as needed to support key metric performance.
• Develop and implement programs for successful metric achievement.
• Perform on site visits to mobile operations sites a minimum of once weekly to observe staff performance and develop as needed programs and processes that support key metric improvement.
• Perform and assist the Mobile Operations Manager with staff corrective action and discipline for all areas of job performance.
• Assist in the annual performance review process.
• Perform duties of the Mobile Operations Manager in their absence.

Requirements

• Post Secondary education required, bachelor's degree preferred.
• Minimum of three years supervisory or management experience, blood bank focus helpful.
• Strong leadership, customer service, technical and organizational skills.
• Strong spoken and written communication skills.
• Excellent excel and power point skills.
• Ability to track and trend data and implement appropriate action based on the data.
• Diplomatic interpersonal style with excellent conflict resolution techniques.
• Goal achievement driven.
• Professional appearance and manner.
• Enthusiastic, creative, high energy demeanor.
• Self-starting and self-directing work capabilities.
• Ability to work calmly under stressful conditions.
• Flexibility to work a variety of hours throughout the week including weekends.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Long term disability
• 401(k)
• Paid-time off
• $5,000 annual tuition reimbursement
• Holiday pay