Supervisor, Donor Resource Center & Tissue Authorization

Summary

Supervise assigned Donor Resource Coordinators to ensure calls are handled promptly and professionally, according to applicable policies and regulations to maximize organ, tissue and/or eye donation; supervise assigned Tissue Authorization Specialists to ensure tissue authorization is conducted according to applicable policies and regulations to maximize tissue and eye donation; monitor authorization rates; identify and implement changes to improve authorization rates; maintain a level of professionalism that provides leadership to the team and results in satisfaction with our external and internal partners; identify and implement changes to improve workflows across both teams.

**This is a night shift position**

Location based compensation ranging from:  $67,000 - $88,000

Our Benefits

In addition to competitive salaries, we offer a comprehensive benefits package:

• Medical, dental, vision, disability and life insurance options for full-time employees
• Generous Paid Time Off (PTO) plan
• 403(b) retirement plan with company match
• Tuition Reimbursement up to the IRS-allowed maximum
• Personalized learning and educational development opportunities
• Monthly cell phone and internet stipends
• Paid Parental Leave
• Annual Employer-funded Lifestyle Spending Accounts to support wellness needs
• Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP) and our partnership with Critical Incident Stress Consultants (CISC)

Essential Functions

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

• Advance Gift of Hope's mission, vision, and core values:  providing compassionate service, contributing to outstanding teams, and engaging as one of our passionate people committed to a positive culture that respects the dignity and worth of each individual. Adhere to all policies and procedures in carrying out the responsibilities of this position.
  
  
• Provide leadership, management and operational support to assigned staff through active referral review and management; ensure prompt and efficient coordination of incoming and outgoing calls, authorization conversations, and donor logistics to maximize organ and tissue referrals and donation; assist staff in resolving complex or out-of-policy operational problems
  
  
• Responsible for staff selection, training and development, counseling, performance evaluation, recognition, promotion, disciplinary action and termination, with confidentiality and adherence to applicable laws and regulations
  
  
• Monitor and review staff goals, training and development needs, and overall performance; analyze trends, identify challenges, and develop solutions to improve performance and authorization rates; provide real-time mentoring, feedback and support to assigned staff
  
  
• Identify authorization training needs; develop and present educational programs on all aspects of the authorization process; provide recommendations in the development, revision and training of policies and procedures as appropriate; develop solutions to increase authorization rates as appropriate
  
  
• Maintain the schedule accurately and cover shifts as necessary
  
  
• Successfully perform all essential job duties and functions of a Donor Resource Coordinator & Tissue Authorization Specialist within 12 months of hire and ongoing, or within 6 months if transitioning from staff level in one of those roles and ongoing
  
  
• Ensure high level of customer service to external partners, hospital staff, families, and Gift of Hope staff through routine monitoring of calls
  
  
• Create, implement and continually work with training coordinators to update training documents to ensure staff are qualified to perform job duties; ensure competent performance of authorization and medical/social history through timely audits of employee conversations with donor families and documented feedback to staff
  
  
• Attend required in-office meetings as necessary
  
  
• 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.

• Associate’s degree in an allied healthcare field or related field preferred, 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

• 2 years professional experience leading or managing others preferred; previous Organ Procurement Organization (OPO)/tissue bank/call center or front-line staff supervisory experience required
• Working knowledge of medical terminology
• Excellent verbal and written communication skills
• Ability to work collaboratively and respectfully with internal and external stakeholders, donor families, and partner organizations
• Ability to lead, coach and develop staff; adapt coaching style and approach to match the needs of staff
• Experience negotiating through difficult situations to a desired outcome and ability to work effectively in highly emotional situations; comfortable and confident in the presence of emotional distress and death
• Ability to express empathy and gain authorization for tissue donation in potentially emotional situations
• Excellent prioritization skills and ability to effectively manage multiple tasks with strict deadlines
• Ability to practice with a high degree of autonomy and utilize all available resources to problem solve
• Ability to use data to analyze performance, identify trends, and resolve complex problems
• Ability to adapt to a variety of changing circumstances and priorities
• Ability to make sound clinical assessments in a high pressure environment with constant activity
• Ability to create and accomplish long-term plans by analyzing the situation, planning next steps, initiating action, and following through to achieve results
• Consistent demonstration of attention to detail, precision, accuracy, and a sense of urgency to meet goals and needs of the department
• Intermediate computer and Microsoft Office skills
• Phone system and report management knowledge/experience
• Ability to obtain AATB CTBS certification within two years of hire; maintain certification thereafter

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 remain stationary for extended periods
• Ability to travel for training or conferences may be required, lasting up to one week in duration
• Ability to hear, comprehend information, and speak clearly to document and convey information accurately
• Ability to conduct telephone conversations that may last longer than one hour
• Ability to wear an approved headset for the duration of scheduled shifts when performing Donor Resource Coordinator or Tissue Authorization Specialist duties
• Ability to input data into a computer accurately and quickly while talking on the phone, performed repeatedly and frequently during scheduled shifts
• Ability to cope with highly charged emotional people and situations; work quickly and accurately, within limited timeframes

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 and/or HIPAA compliant private home office setting without noises or distractions
• Ability to work on short notice to meet staffing and case demands; work more than regularly scheduled hours as required; provide on-call and staff coverage as needed; work outside normal business hours including, weekends and holidays
• Ability to be flexible with shift schedule and at times work beyond scheduled shift to meet the demands of organ and/or tissue donation
• Ability to work 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 attend meetings and trainings that may be outside normally scheduled shift
• Highly regulated environment with frequent changes to policies and protocols that require strict adherence
• Use of personal cell phone and personal internet (if applicable) for work. Personal internet must meet minimum speed requirements and may require ethernet connection (not Wi-Fi.) Monthly cell phone and internet stipend available.

Gift of Hope Organ & Tissue Donor Network provides equal employment opportunities to all qualified candidates and does not discriminate with regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, military or veteran status, family medical history or genetic information or any other classification protected by applicable law. All employment decisions are made based on an individual’s job-related qualifications and abilities.