Supervisor, Hospital Services
GENERAL STATEMENT
Summary of Duties and Responsibilities: 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 and looking for a different way to drive our mission and sustaining the best OPO in the country. The Supervisor (s) of Hospital Services is responsible for the day-to-day activities of the Southwest Transplant Alliance Hospital and Family Services Coordinators and assists in directing regional hospital service activities throughout the Southwest Transplant Alliance service area. Responsibilities include the development and management of all education processes, policies, hospital relationship activities, medical record review process, data gathering and analysis, writing of hospital development plans and reports of the Hospital Services Coordinators which will help facilitate the donation referral process. Additional responsibilities include directing the development and coordination of orientation and training of new hospital services staff and other personnel who provide hospital services, as well as any special projects which may be assigned by the Southwest Transplant Alliance (STA) Manager and/or Director of Hospital Services. They will be expected to actively participate in efforts of resource planning, monitor productivity, and quality, and reallocate duties as needed to improve initiatives through the donor service area. The Supervisor of Hospital Services will be expected to promote excellent, internal, and external customer service.
EDUCATION AND WORK EXPERIENCE QUALIFICATIONS
Bachelor’s degree in business, marketing, life sciences, public relations, counseling, ministry, social work, or communication is required.
A minimum (2) years’ leadership experience working in health care, physician-relations, communications, OPO, or Tissue Banking field preferred.
At least (1) year work experience in a hospital or similar setting; two or more years’ experience, including ICU or other critical care setting, is a plus.
Military experience of four or more years may be accepted in lieu of degree and experience requirement.
Strong interpersonal and presentation skills to a variety of audiences, with the ability to work both independently and as part of a team required.
Ability to immediately respond to referrals and other situations, occurring during standard and alternate hours, requiring in-person presence and expertise.
Demonstrated ability with strong communication skills to establish relationships and work diplomatically with key stakeholders and clients of diverse backgrounds to foster the pro donation process on the regular and when navigating periods of escalations.
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 to meet all job duties and responsibilities. Current Driver’s License required.
Proficient in MS office, Word, Excel, Power Point.
ESSENTIAL JOB FUNCTIONS
Daily/weekly on-site/in hospital visits to assigned hospitals within the Dallas to assess plans and re-evaluate the effectiveness of the donation process.
Monthly hospital visits in the region are required to assess plans and re-evaluate the effectiveness of the donation process and collaboration efforts with regional partners.
Targets hospital units where improvements in the donation process can occur. Leads monthly case reviews and analysis and offer suggestions to improve processes.
Manages and supervise the day-to-day activities of the Hospital Services department, and work in collaboration with other Hospital Services leaders to best support the department.
Monitors Hospital Services staffing levels as to best support STA hospital partners and provide administrative and/or on-site support and coverage in the event there are any staffing reductions in those areas.
Collaborates with Manager/Director of Hospital Services to develop, promote and achieve cross-departmental service delivery goals.
Attends designated requestor training and maintains an understanding of the approach theory and authorization process.
May be asked to assist in determining family dynamics and assess the family’s understanding of the patient’s prognosis when appropriate initiate the donation discussion.
Initiates the donation authorization process for potential organ and tissue donor families prior to, during and after death declaration. Provides families with the detailed information required to give legal informed authorization for anatomical donation.
Initiates frequent huddles with hospital and STA staff to ensure that the Authorizing Party/Notifying Party is presented the opportunity for donation. Access donor registries to determine prior authorization for donation.
Performs aspects of data analysis reviews with Manager and/or Director of Hospital Services and serves as one of the departments point of contact for data reporting needs.
Assists in the recruitment and onboarding of staff.
Assist in the interview and selection process.
Upon hire, ensure staff understand the job duties and responsibilities.
Responsible for the training and development of staff.
Monitor the training of new staff and collaborate with Education.
Provide work direction, coaching, and mentoring to all HSA levels.
Manages Hospital Services staff performance.
Provide immediate feedback.
Assist with the mid-year and annual performance appraisal.
Monitors
Submit and review time sheets.
Review and approve PTO requests.
Review and approve expense reports expenses.
Prepares for and attends the weekly/monthly operations meeting as requested. Generates, and tracks key performance indicators (KPI) and reports as assigned by Manager/Director.
Trains, counsels, and monitors the field representatives on appropriate service delivery skills. Ensures that hospital services staff are adhering to all departmental and organizational policies.
Assists in maintaining hospital marketing resources for assigned hospitals. Assists coordinators with initiating/maintain contracts for STA.
Ensures follow-up is completed for 100% of organ donation cases which occur, and, for specific referrals as needed.
Assigns back-up support to facilities for assigned area when staff is on PTO, sick or unable to participate in important activity.
Annually, assess donation service area (DSA) hospital needs related to the donation process, and implement strategies which address identified needs.
Other functions may be assigned, management retains the right to add or modify the duties at any time at its discretion.