• Manager, Donor Resource Center

    Job Location US-IL-Itasca
    Posted Date 3 weeks ago(9/26/2018 12:10 PM)
    # of Openings Remaining
    Donor Resource Center                            
    Regular Full-Time
  • Overview

    Manages a center of assigned staff (day/night shifts) of the Donor Resource Center to ensure all calls are handled promptly to maximize organ and tissue referral and donation potential; ensures the department is in alignment with regulatory agency policies (FDA, UNOS, AOPO, etc.); ensures internal and external callers are provided a high level of customer service.


    The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

    • Support Gift of Hope’s mission, vision, and values; adhere to its policies and procedures in carrying out the responsibilities of this position
    • Plan, develop and ensure implementation of policies and procedures
    • Ensure prompt, efficient, high-quality coordination of incoming and outgoing calls to maximize organ and tissue referral/donation
    • Evaluate and analyze department processes and identify improvement opportunities to enhance efficiencies
    • Ensure there are continual updates to training documents for every position so staff are qualified to perform job duties
    • Assist staff in resolving complex or out of policy operational problems
    • Serve as resource person sharing 24X7 call with DRC supervisor and resource staff
    • Ensure all projects are delivered on time and within budget
    • Develop, review, educate and manage direct reports to deliver high levels of excellence in customer service, business performance and project management
    • Drive team performance and deliver on critical performance measures including team productivity, efficiency and quality
    • Evaluate and analyze department processes; recommend and coordinate needed changes analysis
    • Deliver performance feedback, developmental action plans and performance improvement plan
    • Investigate occurrences and develop and implement appropriate corrective actions
    • Ensure the department is functioning within all regulatory standards/guidelines, keeping the department compliant in audit situations
    • Develops competencies, training and development, appraisal/motivation techniques
    • Other duties as assigned


    Education and Training Required

    The following identifies the minimum education and training required to perform the essential functions of the job.

    • Bachelor’s degree in allied health services, health services management or business administration, or equivalent work experience  


    Experience and Skills Required

    The following indicates the minimum skills and experience required to perform the essential functions of the job.

    • 5 years’ related work experience supervising a call center
    • Knowledge of medical terminology preferred
    • Ability to lead, coach and develop staff
    • Ability to handle multiple projects and meet deadlines
    • Demonstrated ability to make sound assessments in a high-pressure, fast paced environment
    • Strong verbal communication skills
    • Ability to resolve complex and/or unusual problems related to organ/tissue referral
    • Ability to work effectively with staff in other departments
    • Intermediate skills in Excel and Word


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