Family Support Specialist 2

OneLegacy Brand•Azusa, CA

21d•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 Support Specialist II will work collaboratively with family care and organ operation teams to best support families and their needs to support the mission of OneLegacy and provide the opportunity to save and extend lives through organ, eye and tissue donation. Responsibilities include representing OneLegacy to donor families, authorizing party, and family. Provides support and advocacy for donor families while acting as liaison between hospital staff, funeral home staff, designated coroner offices, and OneLegacy staff.

Requirements

Excellent verbal and written communication skills.
Ability to communicate with tact and diplomacy.
Superior problem-solving skills.
Works well under pressure.
Superior organizational skills and ability to multi-task effectively.
Strong interpersonal skills.
Knowledge of cultural diversity and experience working with individuals with varied ethnic and cultural backgrounds.
Knowledge of Microsoft applications.
Knowledge of medical terminology and/or experience working in a hospital or clinic environment.
Experience in a customer service capacity and/or specialized training in customer service.
Displays a consistent, professional degree of communication skills in person, on the phone, by e-mail and letters to internal and external communications.
Must be comfortable working with people at all organizational levels.
Effectively utilizes all forms of communication tools which include email, phone, and written and verbal communication; in addition, must be able to determine missing or incomplete information, secure applicable missing information and solidify details, such as: a. Writes in a clear, concise, organized, and convincing way for a variety of target audiences. b. The written message is consistently error-free. c. The written message has the desired effect on the target audience.
Communicates areas of concern and opportunities for improvement to department leadership.
Demonstrates strong customer service skills that lead to complaint resolution.
Supports and complies with the organization's Standards of Professional Conduct as outlined in the OneLegacy Policies and Procedures including:
Ability to handle confidential matters discretely and professionally and maintain confidentiality of all information pertinent to donors, OneLegacy personnel matters, and OneLegacy finances.
Complies with and sets an example for all OneLegacy confidentiality and professional conduct policies and practices.
Demonstrates professional behavior, conducts, and complies with standards in all business dealings and interactions; and is a serious, focused and committed professional. Behavior demonstrates respect, honor, admiration and reverence for the donor and donor family. Behavior demonstrates trustworthiness, reliability, dependability, credibility, honesty, sincerity and genuineness in act and deed.
Dresses professionally.
Ensures high ethical and financial control compliance standards are met.
Maintains a neat and organized workstation and environment.
Must report to work on time; must contact primary supervisor/manager(s) if running late or not able to report to work.
Performs all duties and responsibilities in compliance with safety guidelines, policies, and procedures, regulations as outlined in the Code of Federal Regulations, and other applicable federal, state, and local laws.
Performs quality control practices as defined by the policies and procedures. Understands professional behavior and boundaries; and is not distracted by nor encourages or contributes to trivial, insignificant, irrelevant, or trite non-work-related digressions or diversions such as gossip, rumor or hearsay or other forms of unprofessional behavior and conduct, and/or other distracting non-work-related activities that can happen, but do not belong in the workplace.
Interacts in an efficient, professional, and responsive manner with all levels of OneLegacy Governing Board, leadership, staff, business partners, providers, and suppliers.
Creates strong and productive relationships with providers, business partners, FSS team and OneLegacy co-workers.
Understands and identifies with the importance, significance, and serious mission work of OneLegacy including the vision and quality statements and department focus of comforting the families we serve.
Focused on achieving and accomplishing the duties and responsibilities of FSS and Operations departments.
Concentrates on the fundamental purpose, goals and objectives of OneLegacy and understands the critical nature of FSS and Operations’ role within the organization and its importance to OneLegacy’s mission.
Crisis intervention/ counseling skills.
Knowledge of death, dying, and bereavement.
Able to work independently.
Strong oral, written, and presentation skills.
Confident in her/his abilities to be successful.
Proactive team player that is able to work successfully with all levels of staff and hospital partners.
Organizational and prioritizing skills and recognizes limits/boundaries and seeks help in situations appropriately.
Independent judgment skills.
Proficient in MS Office Suite Programs (Word, Excel, PowerPoint and Outlook) required.
Flexibility.
Consistent demonstration of a high level of attention to detail, precision, accuracy and customer satisfaction; with low error rates are critical.
Utilizes the appropriate resources to ensure duties and responsibilities happen timely and effectively while managing a high volume of work.
Performs tasks independently and works effectively with little or no oversight.
Works independently and exercises strong problem-solving skills.
Exercises independent judgment to adopt or modify methods and standards to meet assigned duties/objectives.
Exercises initiative and judgment; and make decisions within the scope of assigned authority.
Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology. a. Picks up on technology quickly and integrates into workflow and processes.
High level of computer skills as demonstrated in proficient power-user skills with MS Suite (Word, Excel, Publisher and PowerPoint) and Outlook/email/calendar. Ability to utilize database and software programs to perform word processing, mail merge, data entry and QA of donor family contact information, and utilize spreadsheets, databases, and graphics programs on a personal computer to prepare and edit complex documents.
Possesses strong prioritization skills and the ability to effectively manage multiple projects and tasks simultaneously, coordinates and tracks workflow and schedules projects and bring projects and tasks to completion in a timely manner.
Deals well with complex issues and resolves conflicting priorities.
Adapts to changing information, conditions, or challenges with a positive attitude.
Possesses creative thinking/problem solving/proactive approach to business challenges to identify and respond to obstacles and/or issues.
Flexibility and ability to be productive and work with frequent interruptions in a fast-paced environment.
Absorbs and response to shifts in priorities and tight timelines.
Learns new technologies and procedures quickly.
Works in a fast-paced agile environment.
Compassion, patience, and empathy working with people in crisis and those in grief and strong customer service skills are required.
Recognizes limits/boundaries and appropriately seeks help.
Ability to honor and be sensitive to cultural, ethnic, religious, and socioeconomic diversity.
Interpersonal skills, including the ability to create a positive impression, deal effectively with conflict resolution, work effectively on a team (collaborating and negotiating through shared duties with positive outcomes), and to deal courteously with all levels of management, staff, hospital personnel, vendors, and the general public through telephone, written and in person communications is essential.
Strong organizational and time management skills, essential.
Knowledge of medical terminology is helpful.
Ability to sit for prolonged periods of time while performing tasks.
Ability and willingness to learn new tasks is required.
Four (4) year Bachelor’s Degree ; Master’s preferred in the behavioral or social sciences or one (1) year applicable OPO (Organ procurement organization) experience. Documented education in grief counseling preferred
Customer service; bilingual-Spanish required
OneLegacy requires employees to maintain a current California driver’s license and current vehicle insurance based on California minimum insurance coverage standards.

Nice To Haves

Master’s preferred in the behavioral or social sciences or one (1) year applicable OPO (Organ procurement organization) experience. Documented education in grief counseling preferred
Knowledge of medical terminology is helpful.

Responsibilities

Collaborate with the hospital care team and OneLegacy staff through frequent huddles to ensure the Authorizing Party and family are supported in the most appropriate manner.
Support the donor family throughout the donation process including any internal or external resources.
Support the facilitation of hotel, food, and transportation accommodations when applicable.
Support families in hospitals as assigned, providing bereavement and emotional support, while maintaining oversight of the donation process.
Support families in OneLegacy transplant recovery facilities.
Support families in hospital operating room during donation after cardiac death (DCD) surgery.
Carries a case load and ensures all appropriate documentation and follow-up matters are completed prior to ending responsibility for their case.
Ensures all assigned families receive a care package, facilitating the distribution of such in person or via mail.
Responsible for maintaining inventory of mementos and resources that are to be provided to families as needed.
Facilitate the communication of pre and/or post OR recovery notification, as assigned.
Provides telephone support to donor family members (and referral to community resources as needed).
Proficiently and accurately enter data into Digital Donor.
Complete Donor Risk Assessment Interview (DRAI) and obtain any follow-up information required.
When assigned, discuss the elements of authorization with Authorizing Party and/or family members of potential donors.
When assigned, obtain authorization for donation per UAGA and verify that medical-legal documentation necessary for organ, eye and tissue recovery is completed according to OneLegacy policies and procedures.
May be required to perform other duties as assigned.
Provide education to hospital staff on the support provided by OneLegacy to grieving families.
Participate in public education forums as requested.
Provide educational materials (e.g., placards, phone stickers, newsletters) to appropriate hospital units.
Assures that all equipment is working properly before start of shift.
Aware of scheduled shifts and ready to receive assignments up to two hours prior to start of shift.
Carries cell phone at all times while scheduled and 100% compliance with dD Mobile B-Tracker.
Supports the organization’s Standards of Professional Conduct as outlined in the OneLegacy Policies and Procedures, the mission, vision, and values statements of the organization.
Has a personal self-care plan to ensure emotional and physical readiness for job responsibilities.
Actively participates in staff meetings and trainings.
Stays current with best practices in authorization and grief support.
Maintains competency for the position.
Performs other duties as assigned.