Manager, Family Support

LifeCenter Northwest • Bellevue, WA

6d

About The Position

The Manager, Family Support (FS) is accountable for the management and leadership of assigned FS staff. This role is responsible for the success of authorization at LifeCenter Northwest (LifeCenter), and thus is mission-critical for the organization. Key functions of the team include collaboration with LifeCenter colleagues and hospital staff, navigating difficult conversations with families of referred patients, obtaining authorization for donation, and completing the legal paperwork required for donation.

Requirements

• A bachelor’s degree in social services, healthcare, or a related field.
• A minimum of 5 years relevant work experience in the health care industry is required. OPO experience is strongly preferred.
• A minimum of 2 years’ experience in a management position with proven leadership and supervisory skills required.
• A minimum of 5 years working in grief counseling and/or end of life care required.
• Evidence of continuing education and professional development in death and dying, grief, and loss is necessary.
• Requires a valid driver’s license and access to an insured automobile or the ability to arrive and depart from work and work-related functions at expected times.
• Proof of COVID-19 vaccination or applicable medical or religious exemption will be required as a condition of employment upon offer.
• Crisis intervention skills and demonstrated ability to discern between grief and loss issues and other life issues that merit referral to other resources are necessary.
• In this capacity, and with the influence this position carries across the organization, this individual must actively foster an organizational culture based on collaboration, support, and constructive communication (e.g., organization skills, ability to work effectively under deadline constraints, effective written and verbal communication skills, judgment and problem-solving skills, education and training skills).
• Must be able to analyze and assess situations and create solutions to solve problems.
• Must possess initiative and a desire for continuous improvement.
• Must be a critical thinker with an ability to thoughtfully analyze multiple variables to arrive at an appropriate decision.
• Ability to identify problems and collaborate with others to solve the problems in a timely and professional fashion.
• 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.
• May require the ability to operate specialized equipment, such as audio-visual equipment.
• Travel is essential to this position; the employee must be prepared to travel by automobile and airplane.
• This position requires the ability to effectively operate smart phones, computers, and other office equipment.
• The individual must have the ability to communicate clearly using the English language to accurately convey information and be able to hear at normal speaking levels both in person and over the phone.
• Specific vision abilities required by this position include close vision, depth perception, and the ability to adjust focus.
• This position is required to follow hospital immunization, health screening, and background check requirements. Immunizations and tests will be provided by LifeCenter as required.
• The employee is required to move up to 25 pounds with or without assistance.
• This position requires on-call availability, evenings, or weekend work, sometimes without advance notice.

Nice To Haves

• A master’s degree is strongly preferred.
• OPO experience is strongly preferred.

Responsibilities

• Manages and leads assigned staff to plan, organize, and monitor the implementation of effective Family Support strategies that will improve donation outcomes.
• Assists with the development of departmental and organizational strategy.
• Is responsible for ensuring implementation of departmental strategic initiatives.
• Role models accountability for achieving results.
• Assists in the development and day-to-day management of departmental budget.
• Monitors departmental Key Performance Indicators and develops plans to maintain or improve performance.
• Ensures effective communication and coordination with team personnel, management, and senior leadership.
• Develops and ensures the consistent application of and compliance with departmental policies and procedures.
• Manages ongoing performance feedback and personal development plans.
• Successfully manages groups and projects (e.g., committees, workgroups, and staff teams).
• Works in concert with Director and other applicable departments to reduce risk and ensure quality processes are in place.
• Identifies areas of opportunities for staff development or improvement and initiates action to address with a strong focus on staff retention.
• Collaborates with Director to identify and to ensure completion of annual training needs of Family Support staff.
• Is responsible for effective onboarding of direct reports in collaboration with assistance from FS and LifeCenter’s training staff.
• Actively participates in ongoing departmental audit preparation.
• Maintains current knowledge of the donation and transplantation industry.
• Is responsible for continuous process improvement. Develops measures of success and utilizes data reports to improve process and overall outcomes in relation to department performance.
• Collaborates with Organ Donation Services, Hospital Development, Community Relations departments.
• Establishes an environment in alignment with LifeCenter’s core values of integrity, collaboration, service, and courage.
• Ensures staff offer high quality and effective onsite donation advocacy and family support during donor cases.
• Is directly responsible for onsite advocacy for donation, family support, and authorization, during training of staff and/or high family need cases.
• Manages 24/7 call schedule for FS staff to ensure staffing is appropriate for demand of services.
• Provides on-call support as a FS Administrator on Call (FS AOC) on a scheduled basis to provide direction for referral support, including pre- and post-family conversations with FS coordinators, donor registry opposition, and overall authorization support.
• Drives cross-departmental strategies and programs to increase authorization rates for both organ and tissue donors.
• Regularly monitors authorization rates and missed opportunities to set measurable goals and train staff.
• Regularly communicates with direct reports about authorization goals and development opportunities related to improvement in authorization metrics.
• Collaborates to assist in comprehensive family support and authorization training for all appropriate staff.
• Works in concert with the Quality & Regulatory Affairs department and at the direction of department Director to reduce risk and ensure quality processes are in place.
• Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions.
• Submits documentation for training events attended, as appropriate.
• Each month by the prescribed due date, review and approve expenses submitted by direct reports, and submit your own expense report.
• Every two weeks by the prescribed due date, review and approve direct reports’ timesheets that accurately reflect all pay units earned during the period, and submit your own timesheet.
• This position directly supervises Family Support Coordinators and Family Support Specialists. Staff may be remote and may travel extensively.
• Completes required supervisory administrative functions including but not limited to timely expense report approval, timely timesheet approval, and review of staff’s required training documentation.
• Collaborates on training and development with every Department that has staff involved in donor authorization.
• Performs other related duties as required by the needs of the company and the senior leadership team.
• Participates in, and may lead, employee committees and events.
• Complies with applicable laws, regulations, and LifeCenter policies and procedures.

Benefits

• LifeCenter Northwest offers medical, dental, vision, basic life insurance, accidental death & dismemberment insurance, long-term disability insurance, and travel accident insurance.
• Employees have the option of enrolling in the following supplemental or voluntary plans: life insurance, short-term disability, accident insurance, hospital indemnity, critical illness coverage and pet insurance.
• Employees enrolled in our 403(b) program will receive an employer match of up to 7% after one year, employees are auto enrolled at 3% and may change their enrollment at any time.
• LifeCenter encourages all employees to find balance and well-being and provides all employees access to an Employee Assistance Program (EAP) and provides a quarterly Wellness Reimbursement.
• Employees enjoy paid holidays throughout the calendar year and earn 119 hours of PTO annually (to start) as well as Health Time Off hours that is earned 1 hour per 30 worked, paid living donor leave, two weeks paid jury duty leave after 6 months of service, and three weeks of paid parental leave after one year of service is complete.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees