The Client Services Associate helps create a welcoming, calm experience for every donor, recipient family, volunteer, and visitors who interact with NWMMB. This part-time, receptionist-centered role greets and assists everyone who comes through the door or calls in, while also supporting the donor engagement team and recipient coordinator with paperwork, milk intake, and outpatient milk distribution.
Front Desk & Reception
- Serves as the first point of contact at NWMMB, providing excellent customer service in person and by phone to milk donors, recipient families, volunteers, hospital staff, and maintenance personnel.
- Answers phones, directs calls, and relays messages via Teams.
- Maintains the front lobby, outpatient area, and volunteer workspace, restocking and prinitng supplies as needed.
- Greets and welcomes volunteers facilitating sign-in
Donor & Recipient Records
- Maintains milk donor and recipient files using NWMMB's file management systems, ensuring accurate record keeping.
- Faxes and uploads health validation forms, verifying accurate completion; follows up with healthcare providers as needed.
- Uploads completed lab work into donor files, verifying accurate completion; alerts Donor Engagement Manager as needed.
- Communicates with donors by phone or email to resolve potential documentation issues.
- Responsible for sending emails to milk donors acknowledging donations received and sharing survey after first donation is made.
Donor Engagement Support
- Greets and accepts milk donations from donors; emails donors to confirm receipt of all donations made daily.
- Assists the donor engagement team with pump rental pickup, returns, cleaning, and payment.
- Assists with preparing lab kits for milk donors.
- Communicates regularly with donor engagement staff on practice and workflow changes.
Outpatient & Milk Distribution Support
- Works with the recipient coordinator to ensure outpatient families have access to donor milk, including scanning, packing, and preparing milk for distribution when the Outpatient Coordinator is unavailable.
- Processes payment and transactions for outpatient donor milk.
- Greets recipient families, takes payment, and provides instructions on donor milk storage and thawing.
Organizational
- Attend donor engagement team meetings, staff meetings, and the annual retreat.
- Completes biennial HIPAA training and any additional required training.
- Performs additional duties as assigned.
EDUCATION, EXPERIENCE, AND REQUIREMENTS
Physical & Environmental Requirements
- Ability to sit for extended periods in a well-lit, temperature-controlled work area, with frequent standing and movement throughout the milk bank near others.
- Frequent walking, bending at the knees, reaching overhead, and use of office machinery.
- Ability to type and view a computer screen for up to four hours.
- Lifting: regularly up to 40 lbs., occasionally up to 50 lbs.
- Low to moderate noise level; adequate vision, hearing, and speech; ability to read and write in English.
- Willingness to comply with NWMMB/health system requirements and COVID-19 policies, including PPE use where applicable (provided).
- Subject to background check and drug screening.
Education & Certifications
- Associate or bachelor’s degree preferred.
- HIPAA training compliance and any additional required training.
Experience & Knowledge
- One year of administrative or clerical experience is preferred.
- Experience with Microsoft 365 preferred.
Skills & Personality
- Exceptional customer service skills in person, by phone, and in electronic communication.
- Maintain accuracy while maintaining competing priorities.
- Build positive working relationships across departments.
- Accountable team player with strong problem-solving skills, initiative, and sound independent judgment.
- Strong sense of ethics; able to understand, follow, and give directions.
- Demonstrates empathy and professionalism during sensitive conversations.
- Excellent communicator who works well with a range of personalities.
- Bilingual (Spanish/English) highly desired.
Pay: From $20.00 per hour
Work Location: In person
