Public Engagement Coordinator - remote

Please apply online using a laptop or desktop computer.

POSITION SUMMARY:

Member Engagement serves as a holistic customer-centric OMNI channel support center of NMDP, ensuring a seamless and engaging experience for our customers focused on the value & acknowledgment for their unique contribution to our mission.

Our multifaceted role encompasses a range of vital functions to engage and support our various customers.

Learning agility and the ability to pivot from communication channel, task and range of customer inquiries are vital skills for success in this role.

We are a highly collaborative team; among each other and across the organization and levels of leadership to provide positive experiences for our customers.

Innovation and continued learning & development are encouraged.

In Public Engagement we value and respect each other through our actions and words of honesty, acceptance, openness, & reliability.

At the core of the team's purpose is the commitment to provide program education and essential resources to anyone who connects with us, guiding them on how they can actively support the mission of saving lives through cell therapy.

We maintain data integrity of the member registry and MyNMDP portal while safeguarding supporter & member confidentiality and identity.

We are deeply engaged in our work and recognize the profound impact it has on patients, donors, and broader communities.

This is a remote position (US).

#LI-Remote

Check out our video Saving Lives: It's the Best Job Ever

ACCOUNTABILITIES:

Provide organizationally holistic engagement and experience in response to omni- channel communications.

adhering to approved procedures while performing the customer experience by consistently meeting team quality standards; emotional intelligence/engagement, compliance standards and service level agreement productivity goal.


* Responds to incoming channels:
+ Answer incoming phone & text queues for the organization's main public telephone number, receptionist phone line & public website channels (online forms & chat functions).
+ Prioritizing competing tasks according to SLA (service level agreement).
+ Utilize multiple resources to provide correct program education and internal handoff to other teams.
+ Providing general program information & convey extensive knowledge about the organization, including:
o Technical resolution of online member registration & member accounts.
o Health assessment of registry members
o Additional ways to support the mission aside from the registry
# Volunteer, financial, advocacy & awareness of NMDP
+ Data & online privacy basic
+ HLA and donor to recipient matching basics
+ Donation experience basics, education to resolve barriers to donation.

Donation includes unrelated donor processes, cord blood, cryopreservation & BioTherapies
+ Recruitment swab issues
...