• Aftercare Specialist

    Job Location US-IL-Springfield | US-Satellite
    Posted Date 2 months ago(2/21/2019 4:57 PM)
    # of Openings Remaining
    Donor Family Services                            
    Regular Full-Time
  • Overview

    Aftercare Specialists (ACS) are responsible for ensuring that Gift of Hope Organ & Tissue Donor Network meets and exceeds all regulatory expectations related to post-donation communication and ongoing family support, as established by AOPO and AATB guidelines. Primary functions of the ACS role include, but are not limited to, oversight of initial outcome letters generated by the DFSC, execution of regularly scheduled communication pieces and facilitation of Donor Family/Recipient communication and family meetings.  Aftercare Specialists are also responsible, in conjunction with Donation Specialists (DS), for the recruitment, assessment and referral of Donor Family Members to Community Affairs for training and utilization as Advocates for Hope, the development and oversight of the Donor Family Mentor Program, and planning and execution of bereavement focused educational seminars, workshops and tribute events.


    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 and vision, and demonstrate core values of passionate people, outstanding teams, and compassionate service
    • Adhere to organizational and departmental policies and procedures
    • Collaborate with internal and external partners to facilitate departmental objectives
      • Investigate and respond to Donor Family inquiries, compliments and complaints
      • Read, assess and redact identifying information contained in Donor Family/Recipient correspondence prior to forwarding to the intended party
      • Cultivate relationships with internal and external partners such as:
      • Transplant Center Coordinators – for the gathering recipient information and facilitating communication
      • Donor Family Members – for the development of the Donor Family Mentor program and Advocates for Hope
    • Bereavement Assessment
    • Planning and execution of:
      • Donor Family/Recipient meetings
      • Bereavement workshops, seminars and activities
      • Tribute events
      • Documentation/data entry
      • Creation of reports
      • Performance of mail merges
      • Generation of original letters and letters from templates
    • 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 social services, allied healthcare, or a related field, 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:

    • 3-5 years’ experience in patient relations, social service, fund raising administration, or a related field
    • Intermediate skills in Excel and Word
    • Strong organizational skills
    • Attention to detail
    • Effective oral and written communication skills
    • Compassion and empathy


    Physical Demands

    The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

    • Ability to function in a normal office environment
    • Ability to drive personal car to perform job functions
    • Ability to work outside normal business hours on occasion
    • Ability to lift and move 30 pounds.




    Work Environment

    The work environment characteristics described here are representative of those that will be encountered by an employee while performing the essential functions of the job.

    • Normal office environment
    • Work at other locations as needed
    • Occasional overnight travel required


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