Family Support Administrator On Call

LifeCenter Northwest•Bellevue, WA

10d•Onsite

About The Position

The Family Support Administrator on Call (FS AOC) supports the mission and goals of LifeCenter Northwest (LCNW) by providing oversight of daily operations to Family Support Staff. The FS AOC directs day-to day Family Support (FS) operations related to organ donation. The FS AOC collaborates with the Resource Triage Coordinator (RTC) and Administrator on Call (AOC) to provide continuity of service to hospital partners and donor families. These responsibilities include, but are not limited to staff deployment, resource utilization, communication with onsite staff, collaboration with other members of the LifeCenter team and, as required, external partners. The FS AOC will ensure compliance with regulatory policies and procedures throughout each step of the donation process while optimizing donation outcomes and positive donor family experiences. The FS AOC will participate in a blended schedule of on-call and business hours, serving as a FS expert and contributing to strategic objectives and other initiatives. The AOC works closely with ODS leadership with direct accountability for authorization outcomes.

Requirements

Experience using crisis intervention skills, trauma informed care, Motivational Interviewing, and related skillsets to work with individuals and families experiencing trauma and loss.
Must have advanced FS skills with an understanding of best practice methods of facilitating authorization for organ donation and FS core competencies.
Strong understanding of cultural competency and how to adapt processes to support a diverse service area.
Must demonstrate exceptional interpersonal skills, including the ability to resolve conflict, provide feedback, and communicate with people under stress.
Demonstrates high stress tolerance when navigating dynamic, pressured, and fast paced situations, maintaining appropriate communication, decision making skills, and critical thinking abilities.
Must actively foster an organizational culture based on collaboration, support, and constructive communication, i.e., organizational skills, the ability to work effectively under deadline constraints, effective written and verbal communication skills, good judgment and problem-solving skills, and education and training skills.
Must be able to analyze and assess situations, create solutions to solve problems, and motivate others to continually improve the processes necessary to meet organizational goals.
Must possess excellent knowledge of writing and editing standards, including grammar, punctuation, spelling, and vocabulary.
Must demonstrate operating knowledge of computers with a demonstrable, intermediate level skill (at a minimum) with email, Word, Excel, and other comparable software programs.
A bachelor’s degree from a four-year accredited college or university.
2 years proven success in clinical assessment, intervention, and crisis response with individuals or families experiencing trauma and/or bereavement required.
Two years of family support OPO experience required, with at least 1 year being at LifeCenter, preferred.
Minimum 6 months of experience coaching, training, or overseeing family support staff, with an emphasis on coaching through authorization in addition to staff deployment and complex logistics management required.
Requires a valid driver’s license and access to an insured automobile.
Requires a real ID or passport to allow for air travel as needed.
Proof of COVID-19 vaccination or applicable medical or religious exemption will be required as a condition of employment upon offer.

Nice To Haves

A master’s degree in a relevant field, (e.g. Chaplaincy, Counseling, Psychology, Social Work) preferred.
Experience working with individuals or families in a hospital setting preferred.
At least 1 year being at LifeCenter, preferred.

Responsibilities

Engages proactively in all active referrals, provides final determination on family conversations, provides direction on pending referrals and active donors, manages referral and case logistics and staffing, and oversees all case activity related to FS processes.
Engages proactively in donation referral activity by providing guidance to the Family Support teams and others, as needed, using expertise in trauma, loss, and communication to adapt language, delivery, and problem-solving approach for each potential donor family.
Provides determination of timing of donation conversations based on understanding of case dynamics, organ potential, and family readiness.
Actively provides coaching, mentorship, and feedback to field staff related to family conversation and interactions.
Overses escalations related to family opposition to donor registry, legal next of kin complexity, external partner complications, etc., including appropriate collaboration with interdepartmental teams.
Manages daily deployment of Family Support staff aligned with departmental processes and referral activity.
Effectively oversees daily case activity to ensure proper use of on-call staffing and appropriate case timing.
Reviews authorization documentation on referrals and donor cases in real time for the accuracy of the following but not limited to; Authorization/Disclosure, AATB Uniform Donor Risk Assessment Interview, and other OPTN documentation requirements.
Collaborates with FS Training Program Manager, FS Trainer, and FS Managers to provide continued education and mentorship to FS staff in support of organizational and FS strategic initiatives.
Serves as a subject matter expert for FS, and partners with FS training to support, facilitate, and deliver ongoing training.
Reports on any themes and gaps in knowledge observed during interactions with FS teams.
Engages in FS presentations, education and best practice sharing internally and externally.
Participates in/attends external webinars and conferences; provides advanced presentations.
Shares information internally and externally.
Proactively seeks opportunities to engage in gathering and sharing knowledge to stay current in the field of organ and tissue procurement.
Acts as a leader and mentor to FS staff, consistently demonstrating organizational values, departmental best practice, and compliance with departmental process and regulatory standards.
Is approachable and open-minded and consistently models growth mindset.
Ensures timely and accurate completion of duties.
Provides real time coaching and feedback, including areas of opportunity and positive recognition.
Serves as a subject matter expert for the FS department.
Demonstrates expertise in SOPs, CMS Regulations, UNOS Policy, and AOPO Standards
Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions.
Submits documentation for training events attended, as appropriate.
Participates in compliance, quality assurance, and performance improvement programs and initiatives.
Is able to provide information comprehensively and concisely, adapting language and delivery to meet the needs of the other parties.
Demonstrates high stress tolerance when navigating dynamic, pressured, and fast paced situations, maintaining appropriate communication, decision making skills, and critical thinking abilities.
Actively maintains and models professional boundaries with donor families, hospital care teams, and LifeCenter staff.
Manages competing priorities effectively, including appropriate utilization of resources, time management, and triaging in a quickly changing landscape.
Using knowledge of medical charting practices, effectively documents interactions and relevant information into electronic charts.
Offers a growth-mindset approach to professional practice and skills.
Solution-focused attitude with a willingness to develop creative options for workplace challenges.
Experienced and comfortable giving and receiving constructive feedback with compassion and candor.
Participates in, and may lead, employee committees and events.
Complies with applicable laws, regulations, and LifeCenter policies and procedures.
This position requires regular, time-sensitive travel to and from case activity across the region. As such, the ability to independently and reliably commute between locations is essential to fulfilling the responsibilities of the role.
Due to the nature of the work, which may involve urgent or unscheduled travel, personal driving capability is a critical operational need.