Donor Resource Coordinator - Call Center

Job Location US-IL-Itasca
Posted Date 2 months ago(8/20/2020 6:52 PM)
# of Openings Remaining
Donor Resource Center                            
Regular Full-Time


Are you looking to make a difference? Team up with Gift of Hope!


Gift of Hope is dedicated to coordinating organ and tissue donation in the northern three-quarters of Illinois and NW Indiana. Our goal is to provide the highest quality service to families and hospitals as we strive to fulfill our mission of saving and enhancing the lives of as many people as possible through organ and tissue donation.


The Donor Resource Coordinator receives and refers donor-related calls to appropriate procurement, transplant and hospital development staff; provides prompt, efficient processing of all incoming and outgoing calls to fully optimize organ, tissue, and/or eye referrals and donation potential.


NOTE: This is a Night Shift position (7 PM - 7 AM) with a fixed, rotating schedule that includes alternating weekends.  

  • 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
    • Demonstrate support for our mission through annual participation in a donor family event
    • Collect pre-screening information on all incoming donor-related calls, documenting the information according to Gift of Hope’s policies and procedures
    • Evaluate incoming organ, tissue and eye/cornea referrals for initial donor eligibility
    • Update relevant internal and external stakeholders on status of active referrals
    • Coordinate logistics when necessary on active tissue referrals
    • Communicate accurate referral information with the appropriate on-call AOC  
    • Secure permission of county coroner or medical examiner for the recovery of donated tissue/eyes prior to autopsy; forward appropriate referrals for eye/cornea to respective eye banks in accordance with established protocols
    • Follow up with hospital staff to determine status on pending organ and tissue referrals
    • Receive potential donors to Gift of Hope’s in-house recovery suite and complete relevant paperwork as needed



Education and Training Required

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

 the job

  • Associates degree in a health- or science-related field, or respiratory therapist certification, 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

  • Knowledge of medical terminology 
  • Ability to make sound clinical assessments in a fast-paced environment
  • Ability to stay focused in an environment that has constant activity
  • Ability to maintain a positive and professional manner and to provide excellent customer service when dealing with all Gift of Hope partners
  • Excellent verbal communication skills
  • Ability to express empathy
  • Attention to detail to assure that pertinent data about donors is collected and recorded accurately
  • Basic computer skills, including the ability to type and talk simultaneously


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 sit for extended periods of time
  • Ability to work outside normal business hours, including weekends and holidays
  • Ability to work three to four 12-hour shifts per week
  • Ability to take overnight trips for conferences or educational needs outside of the normal work schedule, 1 -2 times per year
  • Ability to attend monthly staff meetings that may fall outside of scheduled work days
  • Ability to speak clearly, to handle extensive telephone work
  • Ability to input data into a computer while talking on the phone
  • Ability to cope with highly charged emotional people and situations
  • Ability to lift up to 100 lbs.
  • Ability to lift and turn donors of a maximum of 400 lbs. with assistance, and move them from cart to cart, or cart to table


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.

  • Open office environment which can be loud and distracting
  • Long hours
  • Ability to work scheduled shifts despite weather or environmental conditions (This position is considered essential to daily operations of the organization in a 24-hour call center that does not close.)
  • Ability to be flexible with shift schedule and work beyond scheduled shift to meet the demands of organ and/or tissue donation
  • Ability to attend monthly staff meetings that may be outside the normally scheduled shift
  • Telephone conversations lasting up to one hour or more
  • Fast-paced, highly regulated environment with frequent changes to policies and protocols
  • Possible exposure to communicable diseases, hazardous materials, pharmacological agents, with little likelihood of harm if established health precautions are followed


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