Donation Outreach Coordinator

LifeNet Health

94d•Remote

About The Position

As a Donation Outreach Coordinator, you will play a vital role in advancing our mission. In this position, you’ll be responsible for providing grief support to potential donor families while also advocating for donation via phone calls. You will initiate contact with the legal next of kin according to the UAGA hierarchy and lead a supportive discussion and interview process regarding donation. You will process referrals from multiple partners/ sources in a timely manner with a focus on quality client service and attention to detail. You will collaborate with internal/external partners to prioritize all donation opportunities through clear and concise communication on next steps in the donation continuum. You will triage calls by urgency and route to the appropriate coordinator and provide excellent customer service. Your work will have purpose every single day, contributing directly to life-changing outcomes.

Requirements

High School Diploma/GED or Associate’s Degree (Psychology, Social Science, Human Services, Humanities)
3 years (with High School Diploma/GED) – experience working with families through counseling, bereavement and/or crisis intervention OR 1 year with Associate Degree - Experience with donation approach experience in an OPO/Tissue environment.
Excellent verbal and written communication skills; ability to communicate and build relationships with all professionals at various levels within the organization. Communication with key stakeholders including couriers, key internal and external partners.
Ability to review and interpret complex procedures, practices, and policies real-time while applying to each unique potential donation opportunity. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Possesses a strong skill set in emotional intelligence including emotional awareness, self-regulation, empathy, and effective relationship building.
Ability to listen and efficiently type critical data points into multiple electronic platforms (e.g. Donor Management System, Donate Life Registry websites, SAP, external partner order entry platforms, etc.). Proficient typing skills of 40 words a minute.
Proficient in MS Office: Word, Excel, Microsoft Suite, PowerPoint, and Teams
Ability to easily navigate basic troubleshooting and operations of all provided technology including but not limited to laptops, cell phones, online data management platforms, multi-factor authentication systems, and software associated with day-to-day functions.
Able to perform tasks thoroughly and with care; checks work to ensure high degree of accuracy/completeness and early/on-time delivery.
Demonstrates effective collaboration with internal/external teams through effective communication, proactive approach to problem-solving, adept at contributing to workflows seamlessly to achieve collective success.
Able to prioritize multiple, competing priorities and manage time/workload. Demonstrated ability to effectively prioritize and juggle multiple time sensitive projects, multi-task, identify project interdependencies and potential risks/pitfalls.

Nice To Haves

2 years’ experience working in degree field in supportive services such as Social Work, Counseling, Death Doula, Counseling (crisis or bereavement), or Palliative Care OR 2 years’ experience as an EMT, Corpsman, ER/ICU tech or equivalent experience, or dispatch for emergency services

Responsibilities

Works empathetically, compassionately, and professionally with families in crisis and advocates for donation (eye/tissue/research/education).
Approaches for donation opportunities telephonically and obtain authorization in alignment with goals and expectations.
Effectively completes required paperwork without error (e.g. Authorization/ Disclosure/ DRAI/ adjunct forms, etc.).
Completes a thorough and conscientious Donor Risk Assessment Interview (DRAI) with the most appropriate historian.
Follows all communication protocols to ensure effective and professional interactions with internal and external stakeholders including but not limited to funeral homes, eye banks, medical examiners, donor families, and hospital partners.
Utilizes telephonic and electronic means for effective communication.
Supports department initiatives and tasks by addressing donation opportunities via referrals from multiple partners either electronically or by phone.
Actively pursues confirmation of registry status in Donate Life databases, maintains electronic medical record (EMR) access to participating hospitals and accurately evaluates potential donors prior to donation conversation, and quality checks utilizing recordings of legal documents.
Collaborate with key internal and external partners to ensure a positive customer service experience.
Assesses incoming calls and electronic communication from internal/external partners.
Prioritize based on urgency and either addresses as able or follows proper transfer protocol to daily task owner.