Referral Intake Coordinator

Summary

The Referral Intake Coordinator role is responsible for receiving, evaluating, and processing all incoming organ and tissue donor referrals within STA's service area. This role collects and reviews donor information, determines preliminary donor eligibility based on established criteria, ensures accurate documentation, and communicates critical information to appropriate departments to support the donation process.

Essential Job Functions and Responsibilities

• Communication

• Respond to incoming calls, electronic referrals, and communications related to potential organ and tissue donors.

• Communicate critical donor screening and medical information to appropriate STA departments, processors, healthcare facilities, and partner agencies.

• Collaborate with internal and external stakeholders to facilitate timely donor evaluation and referral processing.

• Maintain professional and effective communication with healthcare professionals and referral sources.

• Time Management

• Manage multiple incoming referrals simultaneously while maintaining established response timelines.

• Prioritize referral activity based on operational needs and donor evaluation requirements.

• Complete documentation, referral processing, and follow-up activities within required timeframes.

• Maintain proficiency in handling a high-volume, fast-paced referral environment while meeting productivity and quality expectations.

• Attention to Detail

• Evaluate potential tissue donors in accordance with STA, AATB, and tissue processor criteria.

• Evaluate potential organ donors in accordance with STA and OPTN donor criteria.

• Accurately document donor information within the electronic donor record.

• Perform data entry corrections and documentation updates in accordance with established quality standards and timelines.

• Maintain proficiency with organizational systems including iTransplant, Q-Pulse, Microsoft Office, and telephonic platforms.

• Ensure compliance with all documentation, confidentiality, and regulatory requirements.

• Problem-Solving

• Analyze referral information to determine appropriate donor evaluation pathways.

• Identify incomplete, inconsistent, or missing information and obtain necessary clarification.

• Exercise sound judgment when escalating referrals or communicating critical information.

• Remain current on donation, transplantation, and referral screening practices to support effective decision-making.

• Adapt to changing priorities and operational demands while maintaining accuracy and compliance.

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

Education, Experience, and Licensing Requirements

• Current Texas credential as an EMT-B, LVN, or completion of an accredited clinical healthcare program resulting in certification, registry, licensure, or equivalent related experience preferred.

• Prior referral screening, healthcare intake, call center, or donor services experience preferred.

• Strong attention to detail with the ability to maintain accurate concurrent electronic documentation.

• Proficiency with Microsoft Office applications, electronic medical records, and telephonic systems; multi-line or VOIP experience preferred.

• Ability to work effectively with healthcare professionals across multiple organizations and settings.

• Ability to manage multiple complex processes simultaneously while maintaining compliance with established policies and timelines.

• Direct healthcare experience 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 III.  Employees in this role are not routinely expected to perform tasks that involve contact with blood, bodily fluids, or other potentially infectious materials.

• While exposure risk is minimal, employees are expected to follow organizational safety policies and report any potential exposure incidents immediately.

• 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.