Donor Engagement Specialist, Bilingual; Mandarin- Remote

Please apply online using a laptop or desktop computer.

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 include accessing information from within NMDP systems, confirming interest, assessing health conditions, updating donor demographics, and completing all related record updates and documentation. Additional activities may include scheduling laboratory testing, ordering/sending donor kits, obtaining consent, and monitoring donor follow‑through. Good guardianship of member confidentiality and identity is required. The role supports department goals through excellent customer service, exceptional time management, and professional telephone etiquette in a blended inbound/outbound call environment.

This is a remote position (US).#LI-Remote.

• Locates donors using data provided at recruitment, including alternate contacts; uses internet search tools, paid search engines, and social media to locate updated contact information.
• Educates donors (advanced) – reinforces commitment and retention messages, asks open‑ended questions to overcome barriers, utilizes reflective listening, summarizes conversations, and assesses next steps.
• Practices behavioral coaching techniques – asks open‑ended questions, uses reflective listening, summarizes conversations, and assesses commitment to next steps.
• Conducts donor health screening (advanced) – collects medical history, assesses conditions, engages medical and donor services for unusual circumstances, documents and communicates resolutions.
• Coordinates blood draws (appointment time, location, kit ordering, kit tracking) and completes follow‑up forms.
• Completes operational activities within established timelines and maintains compliance with department standards.
• Practices good guardianship of member confidentiality through appropriate use of people‑finder tools.
• Completes first contact activities on time, provides required updates to Provider Services, and documents all donor activity in STAR Link/Salesforce.
• Maintains standards and compliance to increase the number of donors moving forward to donation.

• Maintains understanding of donor operations processes and unique customer requirements.
• Upholds, develops, and supports relationships with Provider Services, NMDP Kit Maker, and external laboratory partners to maintain phlebotomy sites.
• Collaborates with other teams, such as Marketing, Communications, Donor Experience, Provider Services, and Donor Advocacy.
• Collaborates closely with Workup teams to ensure smooth and timely hand‑offs of donor cases.

• Maintains ongoing knowledge of HLA and bone‑stem cell transplantation.
• Assists in maintaining the STAR Link donor database.
• Participates in shared team responsibilities and staff backup, including call coverage in general team queues.
• Performs all duties in compliance with NMDP standards, CFR, FDA guidance, and applicable federal, state, and local laws, including OSHA guidelines.

• MS Office, including basic word processing, spreadsheet, and database skills.
• Proficiency in computer skills while engaging with customers simultaneously.
• Advanced internet research skills, including familiarity with social media.

• Demonstrate strong communication skills and ask probing questions in a mission‑driven call center.
• Manage a high volume of challenging file types.
• Appropriately use available people‑finder tools.
• Deliver solid customer service using critical thinking and problem‑solving skills, with strong emotional intelligence.
• Integrate new knowledge into…