Donor Services Specialist
Summary:
At STA, we believe our superpower is our people. It is no accident that our values are rooted in saving lives through organ and tissue donation. This role is focused on growing, looking for a different way to drive our mission and sustaining the best OPO in the country. Success factors for this role are the ability to oversee the daily operations, including workflow management, teamwork, and communication for referral intake. The Donor Services Specialist must be knowledgeable in all supportive service lines connected with the evaluation, dispatch, and allocation of organ, tissue and ocular recovery.
Essential Job Functions and Responsibilities:
Actively monitors referral activity, responsible for the delegation of optimal triaging strategies for organ and tissue donation.
Evaluates all service lines during high-volume periods and performs the required task(s) to maintain service levels as necessary.
Responsible for overseeing timely shift pass-off and reports to STA and partner agencies.
Attends and participates in case related huddles to ensure timely communication of candidacy and support problem solving.
Acts as real-time performance audit to ensure appropriate documentation and handling of all referral intake points, allocation documentation, and dispatch.
Provides performance feedback to department leadership and collaborates on resources needed for optimum job performance on teams.
Participates in meetings to discuss department metrics and process improvement opportunities.
Collaborates with STA departments regarding case logistics for adequate staffing and resource management.
Primary allocator for authorized tissue cases for transplant and research and authorized organ research donors.
Completes organ referral updates via phone as need to support donation.
Collaborates with appropriate parties across a variety of service lines for resource appropriation.
Other duties as assigned.
Compliance:
OSHA CATEGORY DEFINITION: Category 1 - The incumbent in this position has the potential of occupational exposure. (If applicable)
The incumbent will have access to confidential material and is required to use discretion with this information and comply with STA Confidentiality policy.
Education, Experience, and Licensing Requirements:
Experience in Organ and/or Tissue Donation, including functions such as: referral evaluation, donor family discussions, processor criteria and/or recovery.
Current credentials from an accredited clinical healthcare program such as EMT-B or LVN, or equivalent work experience required. Associates of Science degree preferred.
CTBS preferred, required within 2 years of hire date.
Minimum 2 years’ experience in clinical call center, or equivalent clinical or family experience preferred.
Must be able to type at speed of speech. Experience and proficiency in Contact Center communications technology preferred. Demonstrated proficiency with MS Office, Document Control Systems, and Electronic Medical Records is required.
Demonstrated competency Donation Services service lines within 1 year of hire date.
Prior experience as a preceptor or trainer preferred
Must be able to simultaneously perform multiple complex processes and prioritize tasks to optimize workflow to ensure compliance with established policies and timelines.
Qualifications and Skills:
Knowledge of MS Office, Word, Excel, and PowerPoint application
Direct experience in a healthcare setting is strongly preferred.
Detail-oriented and accurate documentation.
Excellent communication skills required. Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly.
Ability to work both independently and as part of a team required.
Ability to cope with high levels of stress and able to handle a heavy workload.
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities. Current Driver’s license required.