Family Care Coordinator

Summary

The Family Care Coordinator role is responsible for compassionately supporting potential donor families, ensuring they receive clear and accurate information as a dual advocate regarding donation. This role collaborates with families, healthcare professionals, external donation partners, and the organ procurement teams to facilitate the donation process in support of optimal outcomes.

Essential Job Functions and Responsibilities

Communication

• Provides compassionate, emotionally supportive communication to families experiencing end-of-life situations, primarily in the ICU setting. Clearly and respectfully explains the donation process, addresses questions and concerns, and provides bereavement resources while honoring cultural, religious, and personal values.

• Utilizes active listening skills and responds professionally and empathetically to verbal and nonverbal cues. Adapts communication style to meet the needs of diverse audiences and simplifies complex medical, clinical, and procedural information as appropriate.

• Maintains ongoing communication with donor families following authorization through case completion, including assisting with Honor Walk planning and execution and supporting the transition to comfort care following donation after circulatory death (DCD) in the operating room setting.

• Educates and guides hospital staff regarding the referral and donation process and serves as a resource for donation-related questions.

• Collaborates effectively with physicians, nurses, chaplains, social workers, and other hospital personnel to coordinate care, assess family readiness, and facilitate appropriate and compassionate family interactions.

• Communicates pertinent clinical information, donor registry status, and other relevant case information accurately and timely to internal STA teams and appropriate hospital partners.

• Demonstrates dual advocacy by balancing the needs and wishes of donor families and hospital partners with STA's mission of organ and tissue donation.

Time Management

• Participates in a rotating shift and on-call schedule with other Family Services team members and maintains flexibility to support organizational and case needs.

• Responds promptly to donor referrals both on-site and via telephone or electronic communication and prioritizes responsibilities based on case urgency and operational needs.

• Maintains availability to work in person at the STA office, partner hospitals, or remotely through telephone or electronic communication, as necessary to fulfill the responsibilities of the role.

• Effectively manages multiple case responsibilities, family interactions, hospital partner needs, and required documentation while maintaining timely follow-through.

• Attends and completes all mandatory training sessions and required competency activities within established timeframes.

• Upon achieving Independent Practice status, serves as a preceptor and mentor for new staff while effectively balancing training responsibilities with assigned workload.

Attention to Detail

• Collects, reviews, and accurately relays pertinent clinical information from healthcare providers to support the evaluation and ongoing monitoring of donation candidacy.

• Maintains complete, accurate, and timely documentation of family communications, authorization discussions, clinical information, and other case-related interactions in accordance with STA policies, procedures, and applicable regulatory requirements.

• Accurately communicates donor registry status and essential clinical information to internal STA teams and hospital partners.

• Ensures authorization discussions, family support activities, and case documentation are completed in accordance with established STA procedures and regulatory standards.

• Consistently follows approved approaches, protocols, and best practices when conducting donation conversations and supporting donor families.

• Maintains awareness of case-specific details and changes throughout the donation process to ensure accurate communication and continuity of care.

Problem-Solving

• Assesses family readiness and individual circumstances to determine the most appropriate approach, timing, and communication strategy for donation discussions.

• Identifies and responds appropriately to family questions, concerns, emotional needs, cultural considerations, and barriers that may arise throughout the donation process.

• Partners with hospital personnel and internal STA teams to address case-related challenges and develop appropriate solutions while maintaining compassionate care and organizational standards.

• Uses sound judgment when responding to changing clinical circumstances, family dynamics, hospital needs, and other complex situations associated with the donation process.

• Demonstrates adaptability in high-pressure and emotionally sensitive environments and appropriately escalates concerns or complex issues when additional support is needed.

• Achieves and maintains an authorization rate that meets or exceeds STA-established benchmarks by applying approved approaches, sound judgment, effective communication strategies, and Family Services Development Specialist best practices.

• Performs other job-related duties as assigned that are consistent with the purpose of the role.

Education, Experience, and Licensing Requirements

• Bachelor's degree in biological or social sciences, psychology, counseling, marketing, education, or a related field preferred. An equivalent combination of relevant education, training, and professional experience may be considered. Master's degree preferred.

• Experience working with individuals or families in crisis situations preferred, including experience with advocacy, bereavement support, grief processing, end-of-life discussions, trauma-informed care, and de-escalation techniques.

• Sales, persuasive communication, or relationship-based experience preferred, particularly in roles requiring individuals to navigate sensitive or complex discussions, build trust, address concerns, and influence decision-making. Experience involving authorization, consent, or other high-stakes conversations is highly valued.

• Spanish-speaking proficiency is preferred but not required. Employees who are proficient in Spanish may be eligible to participate in STA's Bilingual Certification Program in accordance with program requirements.

• Experience utilizing hospital Electronic Medical Record (EMR) systems preferred.

• Current Driver's License is required and maintained with an acceptable driving record as defined by STA policy.

Compliance

• This position is classified as OSHA Bloodborne Pathogens Exposure Category 1, as the role involves reasonably anticipated occupational exposure to blood or other potentially infectious materials (OPIM) in the performance of assigned job duties.

• Employees will receive mandatory training on bloodborne pathogens, safe work practices, and proper PPE usage. Employees must comply with all applicable federal, state, and local laws, accreditation requirements, and organizational policies.

• This role requires compliance with HIPAA and all confidentiality standards related to patient, donor, employee, and organizational information. Employees must safeguard all confidential information and disclose it only as permitted by law and organizational policy.

Other

Southwest Transplant Alliance maintains a policy of nondiscrimination with employees and applicants for employment. No aspect of employment will be influenced in any manner by race, color, religion, sex, age, national origin, physical or mental disability, genetics, sexual orientation, gender identity, gender expression, or any other basis prohibited by statute. In addition to federal law requirements, STA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the STA has staff.

Disclaimer

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of responsibilities, duties, or skills required. Job duties may change at any time with or without notice. Nothing in this description constitutes a contract of employment, and employment remains at-will.