Donor Resource Coordinator

Gift of Hope • ,

3d • $23 - $31

About The Position

Gift of Hope coordinates organ and tissue donation in the northern three-quarters of Illinois and northwest Indiana, aiming to provide high-quality service to families and hospitals and save and enhance lives through donation. The Donor Resource Coordinator receives and refers donor-related calls to procurement, transplant, and hospital development staff; processes incoming and outgoing calls promptly and efficiently to optimize organ, tissue, and eye referrals and donation potential; and coordinates tissue donation logistics.

This is a day-shift position with a fixed, rotating schedule, generally four 12-hour shifts per week. The schedule includes alternating weekends, and work outside normal business hours or beyond scheduled shifts may be required. The role is based in an open office environment and/or a HIPAA-compliant private home office setting. It operates within a highly regulated, continuously active 24-hour call center that remains open in all weather and environmental conditions. Compensation is location-based and ranges from $23.27 to $30.72 per hour.

Requirements

• Associate’s degree in a health- or science-related field, or equivalent work experience.
• Working knowledge of medical terminology.
• Ability to make sound clinical assessments in a high-pressure environment and remain focused amid constant activity.
• Ability to maintain a positive, professional manner and provide excellent customer service to Gift of Hope partners.
• Excellent verbal and written communication skills.
• Attention to detail, precision, accuracy, and urgency; ability to collect and accurately record pertinent donor data and consistently follow processes.
• Ability to express empathy.
• Basic computer and Microsoft Office skills, including the ability to type and talk simultaneously, manage multiple electronic chat conversations and referrals, navigate multiple systems and programs, and perform basic troubleshooting.
• Ability to work autonomously and use available resources to solve problems.
• Excellent prioritization skills and ability to manage multiple tasks with strict deadlines.
• Ability to work collaboratively and respectfully with internal stakeholders and partner organizations.
• Ability to function in a normal office environment and remain stationary for extended periods.
• Ability to work outside normal business hours, including alternating weekends and holidays, and to work four 12-hour shifts per week or other hours as assigned.
• Ability to attend meetings or trainings that may fall outside scheduled workdays.
• Ability to hear and comprehend clinical information and speak clearly to document and convey information accurately.
• Ability to wear an approved headset throughout scheduled shifts.
• Ability to input data accurately and quickly into a computer while talking on the phone, repeatedly and frequently during shifts.
• Ability to cope with highly charged emotional people and situations and work quickly and accurately within limited timeframes.
• Ability to be flexible with the shift schedule, work beyond scheduled shifts when needed, and work scheduled shifts despite weather or environmental conditions.
• If using a personal home office, ability to use personal internet that meets minimum speed requirements and may require an Ethernet connection rather than Wi-Fi; personal cell phone and internet may be used for work.

Nice To Haves

• Associate’s degree in a health- or science-related field.

Responsibilities

• Advance Gift of Hope’s mission, vision, and core values, provide compassionate service, contribute to outstanding teams, and follow all policies and procedures.
• Acquire and manage confidential records and protect information in accordance with applicable standards, regulations, and policies.
• Collect and document pre-screening information for incoming donor-related calls according to Gift of Hope policies and procedures.
• Evaluate incoming organ, tissue, and eye referrals for initial donor eligibility and forward appropriate referrals to eye banks according to established protocols.
• Update relevant stakeholders promptly on the status of active referrals.
• Coordinate referral logistics promptly and document information concurrently in appropriate systems.
• Communicate accurate referral information to the appropriate supervisor or administrator on call and/or partner organizations.
• Secure permission from the county coroner or medical examiner for recovery of donated tissue or eyes.
• Follow up with hospital staff to determine the status of pending organ and tissue referrals.
• Thoroughly and accurately review Uniform Donor Risk Assessment Interviews, confirm appropriate screening, and ensure processor requirements are met before coordinating logistics.
• Successfully complete routine competency evaluations.
• Perform other duties as assigned.

Benefits

• Medical, dental, vision, disability, and life insurance options for full-time employees.
• Generous paid time off plan.
• 403(b) retirement plan with company match.
• Tuition reimbursement up to the IRS-allowed maximum.
• Personalized learning and educational development opportunities.
• Monthly cell phone and internet stipends.
• Paid parental leave.
• Annual employer-funded Lifestyle Spending Accounts to support wellness needs.
• Employee Assistance Program and partnership with Critical Incident Stress Consultants (CISC), offering support and counseling for personal, work, financial, or family needs.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree