Manager, Referral Intake
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 include the development and implementation of a cross-departmental training program designed to align the donor referral intake and screening processes for both organ, eye, and tissue donation. Collaboration with STA leadership to improve authorization rates for tissue donation as well as increase placement rates for research organs and tissue. Collaboration with partner recovery agencies and other STA departments to maintain efficient processes with high commitment to customer services is essential.
Essential Job Functions and Responsibilities:
Responsible for day-to-day management of their direct reports
Responsible for the management of referral intake and triaging of tissue, eye, and organ donors.
Ensures all legal and industry standards are met for tissue, eye, and organ screening, including research as applicable
Ensures efficient and effective processes exist that streamline communication within the department and with external agencies
Assists STA leadership in developing standard tracking/trending reports on metric and key department performance indicators (referral intake audits, partner relations data, tissue donor screening, etc.), implements, and provides to senior leadership routinely and reviews with screening staff monthly
Point of contact for all partner recovery agencies across our DSA for the department’s screening on their behalf
Responsible for coordination of scheduling across all job functions to ensure minimum staffing needs are met and on-site coverage is provided.
Must be proficient in delivering training to staff regarding departmental processes as a backup to the Education and Development Department
Conducts annual performance assessments, and competency assessments.
Assists in the development of operational standards, policies, and procedures of the department and departments.
Responsible for investigation of all customer service complaints
Provide workflow auditing of vestibule, including but not limited to, volume tracking, process improvement and laboratory partnership development.
Performs other duties as assigned
Compliance:
OSHA CATEGORY DEFINITION: Category II - The incumbent in this position has the potential of occupational exposure.
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:
Bachelor’s degree in business, healthcare, or applicable field is required or equivalent experience
Current Texas credential as an EMT-B or LVN, or completion of an accredited clinical healthcare program resulting in a certification, registry, licensure or equivalent work experience
Two years prior tissue or organ call center supervisory experience required
Certified Tissue Banking Specialist (CTBS) preferred
Current Driver’s license required
Qualifications and Skills:
Must be able to simultaneously perform multiple complex processes and prioritize tasks to optimize workflow to ensure compliance with established polices and timelines
Excellent oral, written, and documentation skills
Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly
Proficient with Microsoft Office, electronic medical records, and use of a telephone system, including VOIP and multi-line systems
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 be flexible in a dynamic work environment
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities