Referral Specialist

Position Purpose

The Donor Referral Specialist functions as a valued member of the Donor Services Team. The position delivers quality customer service at all times for its stakeholders (i.e. partner Organ Procurement Organizations-OPOs, partner tissue banks, partner eye banks, referring hospitals, medical examiner offices, funeral homes, and recovery team members), and requires high-level organizational skills in a fast-paced environment and attention to detail while multi-tasking. This position is responsible for incoming calls and referrals sent to the department, and routing of the calls and appropriate referrals to the appointed team members for additional review. The individual should embody the values and attributes of LWVI to help deliver outstanding customer service throughout the service territory.

This position is in office and works 7, 12-hour rotating shifts over two-weeks including every other weekend. Shift time is 6:45am to 7pm (day shift) or 6:45pm to 7am (night shift). The training schedule follows 4, 10-hour shifts (Monday through Thursday) starting at 1pm.

• Supports the Mission, Vision, and Values of LWVI while exhibiting a personal commitment to tissue and eye donation.
• Follows all communication protocols to ensure respectful and effective interactions with department stakeholders including, but not limited to, hospital staff, funeral homes, medical examiners, partners, and potential donor families.
• Answers incoming department phone lines and triages calls as appropriate
• Maintains department inbox, acknowledges and processes incoming referrals and updates
• Inputs and updates all referrals to determine appropriate tissue and/or eye referrals, and assigns to a screening coordinator for additional medical suitability review
• Monitors potential research dashboard, and determines suitability for research donation
• Monitors and updates referral assignments, case notes and communication to ensure timely delivery of information to screening coordinator, approach coordinators, department leadership, and any additional stakeholders.
• Complete donor registry checks, donor registry verification, and next-of-kin searches
• Assists with dispatches and communications to recovery staff according to established protocols
• Provides data entry for missed referrals during donor system maintenance or outage
• Communicates any facility relations concerns or feedback to leadership
• Adheres to quality-driven best practices during all aspects of referral completion
• Attends required meetings and trainings deemed necessary by leadership
• Maintains punctuality in attendance of all scheduled shifts or meetings while providing appropriate availability for regular and on-call scheduling including holidays and weekends, according to established protocols and policy.
• Consistently meets targeted benchmarks driven by key performance indicators for the continued growth of the department and company.
• May perform other duties as requested by management.

Schedule:

• Day Shift 6:45am to 7pm or Night Shift 6:45pm to 7am.
• Position works 7, 12-hour rotating shifts over two-weeks including every other weekend.
• Training Schedule: 4, 10-hour shifts (Monday through Thursday) starting at 1pm.
• In Office

Education and Experience:

• High School or better
• Medical terminology experience preferred

Wage Range:

• $17.70 - 19.00 per hour for 0-2 years experience

Benefits:

• Paid time off with a starting maximum of 144.04 hours per year.
• 8 Company-paid Holidays per year.
• Medical, Dental, and Vision plan offerings for employees and their eligible dependents. All Vision plans 100% employer-paid.
• Employer-paid Employee Assistance Program, Life, Accidental Death & Dismemberment, Short-Term Disability, and Long-Term Disability plans.
• Offerings of Supplemental Life and Accidental Death & Dismemberment for employee and their eligible dependents.
• An employee may voluntarily designate a percentage of their salary towards employer-sponsored 401(k). LWVI will match the employee’s contribution up to 6% of the employee’s salary.
• Discounts on Pet Insurance and other items such as phone plans, movie tickets, etc.

Knowledge, Skills and Abilities:

• Ability to type =45 wpm, proficient with Microsoft Office, web browser, and telephone system
• Ability to effectively communicate professionally as a representative of the organization with internal and external customers, partners, donor families, and leadership.
• Ability to manage varying levels of stress and workload through demonstration of adaptability and flexibility in prioritization, organizational, and multitasking skills.
• Ability to anticipate and critically think through problems.
• Ability to work independently and as a part of a team.