Donor Services Coordinator II - Day Shift

Position Purpose

The Donor Services Coordinator II serves 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 comprised of four major functions: (i) referral intake and triage of potential donor cases, (ii) comprehensive medical screenings,(iii) conducting donation discussions, obtaining authorization, completing a medical/social questionnaire, and all necessary donation paperwork, and (iv) managing case logistics.

Hiring Locations: For this position, the states we hire in are limited to: Arizona, Colorado, Florida, Georgia, Kentucky, Louisiana, Maryland, Missouri, Montana, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvannia, South Carolina, Tennessee, Texas, Virginia, and Wisconsin. Please only apply if you live in one of these states.

Schedule:

• Day Shift 6:45am to 7pm eastern time

Pay:

• For Kentucky, New Mexico, Oklahoma, and South Carolina, the range is $21.60-25.30.
• For Arizona, Florida, Georgia, Louisiana, Missouri, Montana, North Carolina, Ohio, Tennessee, Virginia, and Wisconsin, the range is $22.70 - 26.60.
• For Maryland and Texas, the range is $24.10 - 28.20.
• For Colorado, Oregon, and Pennsylvania, the range is $25.00 - 29.30.

Essential Duties and Responsibilities

Referral Intake and Case Triage

• Intake of patient referral information from various sources including hospitals, partner organizations, and medical examiners both electronically and over the phone.

• Maintains accurate and organized donor information across different platforms and databases.

• Answers incoming calls from hospitals and other donation partners regarding case logistics, donation potential, and general status updates.

Donor Eligibility and Medical Screening

• Assesses donation potential by assessing the patient?s clinical course and health history; this is done through the use of electronic medical record access and working directly with hospital nurses and physicians in a professional, efficient, and precise manner.

• Communicates donor medical information to tissue processors and partners to ensure the acceptability of potential tissue.

• Collaborates with Partner Relations Management to troubleshoot challenges in real time.

• Continually monitors research requests to meet distribution needs for research tissue.

  
  

Donation Discussions and Advocacy

• Informs and supports donor families through the donation process and empowers them to make an informed decision on donation.

• Advocates for donation by highlighting the lasting impact donation gifts have on recipients. Addresses concerns families may have.

• Partners with donor families to uphold donor registries and end-of-life wishes.

• Completes necessary documentation with legal next-of-kin to authorize the recovery of tissue for transplant and research.

• Performs a donor risk assessment interview with families to ensure the safety of donor tissue for recipients. This includes asking sensitive medical and behavioral questions and requires tact, poise, and diplomacy.

• Acts as an expert in donation discussion and advocacy, constantly looking for ways to improve the way we engage with our donor families to improve the process and the experience for our donor families, and ultimately maximize the potential for donation and transplantation.

Case Management and Logistics

• Dispatches technicians and recovery teams to hospitals and other facilities to procure consented tissues for transplant and research.

• Actively problem-solves logistical issues to ensure the safe recovery of donated tissue.

• Coordinates closely with medical examiners and coroners to obtain a release for donation and creates recovery plans that ensure timely donation (while not interfering with autopsies and death investigation).

• Manages several active donor cases at a time with exceptional attention to detail, efficiency, and quality.

Additional Responsibilities:

• Routinely provides feedback to management of Donor Services, Recovery Services, and Partner Relations regarding hospital education needs, medical review, and coordination logistics.

• As needed, assists Donor Referral Specialists with intaking calls and referrals, and triaging accordingly.

• Ability to work long hours, nights, and weekends. Ability to work a flexible schedule that spans all shifts and days.

• Actively participates in other projects and duties as assigned.

• A personal dedication to organ donation required.

• Strives to support the Mission, Vision, and Values of Lions World Vision Institute in all daily activities.

• Completes continuous training requirements to maintain proficiency and improve performance in a rapidly changing work environment.

• Additional duties as assigned.

Qualifications

To be successful in this position, an individual should be able to perform each essential duty proficiently. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Demonstrate proficiency of all aspects of referral intake, donor screening, donation discussion, authorization, DRAI completion, and case management.

• Strive to maintain department performance goals.

• Demonstrate proficiency of AATB, FDA, and EBAA guidelines and regulations pursuant to LWVI eye & tissue donor screening and recovery.

• Demonstrate proficiency in LWVI donor criteria, policies, and all Donor Services protocols/SOPs and be current in all training.

  
  

Education and Experience

• Associate or Bachelor?s degree in a related field preferred.

• Minimum of one year in a DSC position or equivalent work experience or education.

• CEBT and/or CTBS certification preferred.

  
  

Knowledge, Skills, and Abilities

• Excellent oral/written communication and team-building skills, with the ability to collaborate effectively with all staff and contribute to a positive environment both in person and remotely.

• Ability to effectively communicate professionally as a representative of the organization with external partners, donor families, and leadership.

• Proficient working knowledge of basic medical pathophysiology as it pertains to determining preliminary donor eligibility.

• Ability to demonstrate adaptability and flexibility in prioritization, organizational, and multitasking skills.

• Ability to process details pertaining to death is essential.

• Ability to type >45 wpm with proficient use of basic Microsoft Office products, web browser, and a telephone system.

• Ability to work independently and as a part of a team.

• Ability to anticipate and critically think through problems.

• Possess an Internet speed of at least 100mbps.

  
  

Work Environment

The work environment described here is representative of those employee encounters while performing the essential functions of the job. While performing the duties of the job, the employee is exposed to a laboratory-like environment and an office-like environment. The noise level is usually low. Open discussions about donor health and circumstances of death occur throughout the day. Equipment required for this position include but are not limited to, standard office space and equipment, standard PC equipment, printers, and telephone and/or headset.