Donor Services Manager

GENERAL JOB FUNCTION

The Donor Services Manager is responsible for providing day-to-day oversight and guidance to the Donor Services Coordinator team to accomplish mission and goals. Serves as the subject matter expert for the donation referral process, donor risk assessment, tissue and eye donation family approach, and tissue and eye donation evaluation to maximize donation opportunities. Accountable for donor services team's adherence to all regulatory and accrediting agency standards, as well as all internal organizational policies, procedures, and guidelines.

Drives excellence in customer service, relationship management and team collaboration through timely and effective communication with key internal and external partners, including Tissue Processors, Eye Banks, Funeral Home Directors, Medical Examiners, and Coroners. Provides direction, education and mentoring to team to facilitate efficiency and effectiveness in the donation process while encouraging the professional development and achievement of personal and departmental goals. Serves as a clinical expert for donation and transplantation issues. Maintains clinical skills and may function as a Donor Services Coordinator. Aligns daily activities with the strategic and operational goals of the organization.

JOB DUTIES AND RESPONSIBILITIES

Manage day-to-day operations of key work processes and monitors effectiveness utilizing key performance measures.

• Actively leads the work processes of the Donor Services Center to ensure the effective execution of organizational work systems.

• Ensure shifts are adequately staffed and team members trained to provide appropriate and efficient response to referrals, accurate evaluation of potential donors, timely and efficient coordination or triaging of organ, eye, and tissues cases.

• Assure pertinent donor information is obtained from referring callers by soliciting clinical and evaluative facts necessary ensuring all required data is received and documented in accordance with regulatory requirements. Emphasis is placed on collecting information from referral callers in a manner that is user friendly and efficient.

• Assess data reports and dashboards to identify optimal performance metrics and hold department team members accountable for achieving their assigned metrics.

• Provide day-to-day leadership and management of key work processes applicable to growing and maintaining effective Medical Examiner (ME), Coroner and Funeral Director relationships.

• Foster, promote and sustain cross-departmental collaboration in support of optimal department and organization outcomes.

• Oversee and evaluate process and performance goals and measurements and initiate continuous development and improvement of policies and procedures to achieve organizational outcomes.

• In conjunction with Quality, ensure compliance with UNOS, FDA, AATB, EBAA and Association of Organ Procurement Organizations (AOPO) standards.

• Serve as a liaison to the eye bank partners in the LifeSource Donor Service Area.

Lead, guide, and mentor team members to successfully execute work processes, fostering cross-departmental collaboration to achieve the organization's mission and goals.

• Team Engagement: Conduct regular individual and team meetings to review programs, activities, and accomplishments, providing critical information for team success.

• Cultural Leadership: Model and participate in initiatives that enhance organizational culture, talent development, and partner engagement, integrating equity, diversity, and inclusion practices.

• Work Management: Oversee work planning, scheduling, time sheet management, time-off requests, and expense reports to ensure adequate capacity and policy adherence.

• Mentorship: Guide and mentor team members to promote professional development and the achievement of personal and team goals.

• Performance Management: Manage team performance through documented coaching, identifying growth opportunities, recognizing achievements, and overseeing the performance appraisal process.

• Training: Facilitate effective training and competency assessment for team members to ensure proficiency in their roles and required work processes.

• Recruitment: Engage in the recruitment and selection of highly skilled team members to enhance team capabilities.

• Collaboration: Collaborate with other leaders to guide team members and optimize key work processes.

• Accountability Culture: Foster a culture of accountability and integrity within the team, ensuring exceptional service to both internal and external customers.

Other responsibilities as appropriate in alignment as primary contact for Donor Services Center and relationship management of key external partner's.

• Participates in Tissue Administrator On-Call (TAOC) schedule to support Tissue Services Team Members and operational processes.

• Maintains current knowledge in the field through Active participation in professional trade organizations such as Association of Organ Procurement Organizations (AOPO) or American Association of Tissue Banks (AATB).

• Develop and manage the annual Donor Services Center departmental budget.

• Participate in the strategic planning process and performance metrics development for the department under the direction of the Vice President. Monitor progress and completion of goals in collaboration with interdepartmental leaders.

• Ensure timely response to standard operating procedure (SOP) modifications and compliance, corrective action/preventive action (CAPA), and ongoing competencies and quality improvement projects partnering with compliance and quality team members as appropriate.

STANDARD RESPONSIBILITIES

• Perform work while demonstrating a commitment to excellence and performance improvement.

• Update clinical and administrative documentation, including electronic systems, with accurate, real-time, appropriate information according to established practices and procedures.

• Represent LifeSource in a professional manner with both internal and external customers, ensuring professional appearance and communication.

• Participate in all appropriate meetings, in-person, on-site, or remote, as defined by leader.

• Routinely share feedback, solutions, and ideas to leadership, including identification of training needs.

• Exhibit outstanding clinical, customer service and collaboration skills as required by position.

• Maintain confidentiality and respect of information obtained within purview of position, as defined by policy and procedure expectations and in accordance with HIPAA.

• Demonstrate LifeSource Values in work behaviors and actions.

• Actively participate on assigned committees, work groups and project teams.

• Execute job responsibilities in accordance with established Standard Operating Procedures (SOPs), Policies (POL), and practices as trained.

• Perform other duties as required and assigned by leader.

QUALIFICATIONS

• Requires a combination of education and experience equivalent to seven years of healthcare responsibilities.

• Requires a minimum of three years of leadership, experience.

• Medical terminology and understanding of human anatomy and disease process is preferred.

• A valid driver's license is required. Employment is contingent upon a satisfactory driving record and background check.

• Experience managing a call center, or 24/7 staffed environment is desirable.

• Previous experience in organ, eye or tissue donation or transplantation field strongly preferred.

• Requires relevant certification in organ, eye, or tissue donation, or ability to obtain within 2yrs of position. Once certified, you must obtain the required continuing education or recertification credits/process.

• Must have a demonstrated ability to drive results to improve processes and outcomes with the use of critical thinking, analytical skills, problem-solving capabilities.

• Demonstrated ability to foster, promote and sustain cross-departmental collaboration or cross team collaboration.

• Excellent written and verbal communication, organizational, and interpersonal skills are essential.

• Must be organized, detail oriented, self-directed, motivated contributor with ability to function autonomously and effectively lead, to execute reasonable and sound decision making.

• Demonstrated ability to exhibit a high degree of quality, integrity, and honor confidentiality of appropriate information including, but not limited to, personal team member data, organizational operations or work processes, donor and donor family information, contributor details, any financial information and medical or protected health information (PHI) in accordance with HIPAA.

• Strong working knowledge of Microsoft Office applications.

• Proven skilled and competent in using technology-based tools such as personal computers and related software, mobile devices, and electronic medical record systems as appropriate for position.

WORKING CONDITIONS

• Able to work a minimum of 40 hours per week with schedule adjusted to accommodate organizational needs. Per TAOC, participate in 24-hour call schedule rotation.

• Must be able to travel within the service area (MN, ND, SD) by ground or air, as needed, and occasionally to national events and meetings.

• Affected team member in Category III never or rarely have exposure to bloodborne pathogens and do not have a potential for this exposure or handle materials that could spread infection (less than one opportunity per month). Additionally, they rarely interact with staff in patient or donor areas in a hospital or clinic setting while performing their assigned job duties.

• Ability to lift and carry objects up to 25lbs.

• Must be able to follow and successfully complete category immunization, health screening and background check requirements.