Family Care Coordinator (Call Center Representative)

OneLegacy Brand•Azusa, CA

17h•Onsite

About The Position

Join Us in Transforming Lives Every Day At OneLegacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope . Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration , our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives. Summary of Functions: The Family Care Coordinator (FCC) is primarily responsible for obtaining telephonic donor authorizations from the Authorizing Party in a timely and consistent manner; providing the Authorizing Party with honest and unbiased donation options; and completing the medical/social history questionnaire with the appropriate person to assist in determination of donor eligibility. The FCC is also responsible for gathering clinical information on all hospital referrals (eminent and CTOD referrals) from the referral facility and additional healthcare providers as needed; and will assist in donor allocation as needed.

Requirements

High School Diploma required.
Bachelors or Associates degree from an accredited four-year college or university, completion of a certification in the medical field such as Medical Assistant (MA), Certified Nurse Assistant (CNA), Emergency Medical Technician (EMT) and/or Medical Billing required.
6 plus months of experience in telemarketing, help desk/troubleshooting, phone counseling, customer services call center experience, or experience in a eye/tissue/organ OPO.

Nice To Haves

CEBT or CTBS Certifications.
Minimum typing speed of 40 wpm preferred.

Responsibilities

Receives incoming referral calls from a OneLegacy donation partner facility such as but not limited to hospital, CME/Coroner, or hospice facility for both imminent and cardiac death referrals.
Obtains pertinent clinical information and circumstances surrounding the death for the purpose of determining donor eligibility for recovery.
Communicates with donation partner facilities to obtain necessary medical information to facilitate tissue donation, including but not limited to obtaining cause of death, lab values, last known alive/last seen alive, autopsy statues, temperatures, WBC, chest-rays, course of medical treatment, and or circumstance surrounding death.
Transfers imminent death calls (patient on ventilator) to the clinical team for further evaluation for organ donation.
Escalates questions as applicable to Tissue Leadership of any information that is discovered during triage that may alter the acceptance or rejection of the donor.
Transfers calls as needed to appropriate staff for follow-up as necessary.
Documents clinical information in digitalDONOR (Electronic Medical Records system).
Approaches families or AP for authorization of donation per Uniform Anatomical Gift Act (UAGA).
Communicates the tissue donation and recovery process to family members or authorizing individuals in easily understood language and appropriate to the UAGA.
Obtains and completes Donor Risk Assessment Interview (DRAI) from appropriate historian.
Documents accurately the responses provided by the historian during the DRAI process.
Makes additional calls to the historian to obtain clarification on questions pertaining to the DRAI.
Makes additional calls to a OneLegacy donation partner to obtain additional clinical information on the clinical course of treatment surrounding the death of a donor as applicable.
Responds timely to chart corrections.
Documents the approach and authorization information in digitalDONOR (Electronic Medical Records system).
Maintains competency for the position through annual assessments as outlined in OneLegacy P&P.
Participates in regularly scheduled staff meetings and/or conference calls.
Observes a code of ethics that requires truthfulness, honesty, and personal integrity in all activities. An employee's professional life should be conducted in a manner that would reflect credit on the organization. Employees should always present themselves in a manner that would represent professionalism, respect, and dignity for the gift of donation.
Completes requirements related to all assigned policy & procedures, online trainings, and stays current with all assigned trainings prior to completing any FCC function.
Assist with educating, training, supporting, and mentoring new staff members when qualified and signed-off to do so per training documentation.
Assists with day-to-day workflow in the department, as well as special projects as assigned, to help the organization meet its goals.
Supports the organization’s Standards of Professional Conduct as outlined in the OneLegacy Policies and Procedures (P&P), as well as OneLegacy’s mission, vision, and values statement.
Performs other duties as assigned.