Clinical Manager, Family Services Organ

INFINITE LEGACY-posted 3 months ago

Full-time • Manager

Falls Church, VA

101-250 employees

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Under the general direction of the Sr. Director of Hospital and Family Services, or approved designee, the Clinical Manager, Family Services, Organ leads and guides the Family Services department in fulfilling Infinite Legacy’s mission and goals. This includes oversight of the organ donation authorization process, screening protocols as designated by the Sr. Director of Hospital and Family Services. This position champions the standardization of practices across the Family Services team, fosters a culture of continuous learning, and serves as a resource to engage with external partners, confirming service standards are met and reinforcing alignment with organizational goals. The Clinical Manager, Family Services serves as the expert in authorization and family communication, documentation, training, resource allocation and call responsibilities. This role ensures the department’s compliance with all regulatory and accrediting agency standards, including but not limited to CMS, UNOS, AOPO, FDA, and AATB, as well as internal Infinite Legacy policies, procedures, and guidelines. Position requires travel to Infinite Legacy regional offices and hospitals within Infinite Legacy’s donor service area.

Ensures the Family Services department is adequately staffed and trained to provide appropriate and efficient response to potential donor families, funeral homes, outcome information, and donor family support.
Identifies and pursues opportunities to advocate for the authorization of donation and collaborates with hospital partners to strengthen relationships.
Displays clear insight around Key Performance Metrics the family services team is responsible for and participates in strategic decisions to improve metrics.
In collaboration with HR and Education teams, ensures consistent application of training standards, skill development, and performance reinforcement across all Family Services staff through mentorship, orientation, continuing education, case reviews, debriefings, and self-paced learning.
Confirms competency and consistency through process validation, audits, coaching, and targeted development plans.
Partners in the strategic planning and implementation of department goals and metrics under the Sr. Director of Hospital and Family Services’ direction, with regular tracking of outcomes and accountability across the team.
Provides program oversight for internal and external partners, to include operational metrics and outcomes and service delivery.
Participates in regular status calls with external partners and maintains and grows the relationships using efficient management techniques, setting clear expectations and delivery milestones.
Provides quality and quantity oversight to external and internal communications for potential and actual donor families including, but not limited to brochures, outcome letters, Infinite Legacy newsletter, anniversary cards and donor family correspondence.
Acts as a subject matter expert in family support while articulating and leading continuous improvement changes that are consistently aligned with Infinite Legacy mission.
Provides direct oversight to appropriate staff members in the planning and implementation of organizational after care activities including, but not limited to, the Ceremony of Remembrance and the correspondence/outcome letter process.
Facilitates donor families’ entrance into bereavement/ aftercare program as appropriate.
Works collaboratively with the Community Outreach department to assist in the planning and execution of events, blogs, social media content, etc. for all Infinite Legacy mission consistent activities and projects.
In collaboration with Quality Systems, ensures timely response to standard operating procedure (SOP) modifications and compliance, corrective action, and preventive action (CAPA), and ongoing competencies and quality improvement projects.
Facilitates coordination and maintenance of donor family support groups, ceremony of remembrance, and other bereavement services and events.
Maintains awareness of local and national issues regarding donor family support and practices and informs appropriate Infinite Legacy staff.
In partnership with the appropriate leadership, promotes community and hospital awareness of the donation process with donor family support.
Serves as emergency contact for the department, including sick calls and emergencies.
In conjunction with the Director of Family Services, participates in departmental fiduciary responsibilities, including but not limited to development of departmental budget.
Collaborates with Manager of Aftercare, ensuring consistency in messaging, logistics, and follow-up activities.

Bachelor’s degree in related disciplines such as biology, business management, nursing, social work, psychology or allied health required.
Master’s degree preferred.
Minimum of 3 years of relative supervisory experience.
Minimum 5 years’ work experience in a professional healthcare environment.

Health, Dental & Vision Insurance: Comprehensive coverage for you and your loved ones.
Paid Time Off: Take the time you need to relax and recharge.
401K: Plan for your future with employer contributions.
Life & Disability Insurance: Peace of mind, no matter what happens.
Pet Insurance Discounts: Because your furry friends matter too!
Tuition Reimbursement: We support your growth and development with education assistance.

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