Manager of Referral Response

Iowa Donor Network•North Liberty, IA

3d•$89,000 - $111,200•Hybrid

About The Position

Our organization is dedicated to transforming lives and inspiring all to donate life. We are a family of professionals working together to increase awareness around the need for organ and tissue donors alongside nurturing and guiding our families throughout the gift of life. We facilitate the recovery of organs, tissues, and corneas in Iowa. We honor donors and support donor families at the time of donation and on a continuing basis. We believe in going above and beyond to support donor families during and after the donation process. Our core values are what guide us, allow us to excel at serving our community, and keep our culture at Iowa Donor Network alive: Serve with Heart, Drive and Embrace the Future, Be Clear, Bold, and Respectful, Always Own It. This position is responsible for supervision and development of designated referral management staff. Daily activities include identifying and leading coaching conversations, support team growth, oversight of work system operational processes.

Requirements

Associates degree in a healthcare, communications, or organizational leadership required.
Experience in a healthcare environment with a strong emphasis on communication, including navigating difficult or sensitive interactions with physicians, nurses, and ancillary staff, is required.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to participate in or conduct crucial conversations.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.
Ability to provide excellent customer service to a diverse audience.
Duties of the position require travel or onsite response to execute essential job functions required in the facilitation of the donation process.
Requires the use of an IDN issued phone and physical ethernet cable connection from the wall of the home to the workstation.
Maintain a current valid driver’s license and be insurable through IDN’s insurance.
Prolonged periods of sitting at a desk and working on a computer.
Maintain availability for communication 24/7/365.
Must receive required vaccines based on outlined schedules to protect our employees, healthcare personnel, donors, recipients, and families we may come into contact. (e.g., Influenza obtained annually by December 1st.)

Nice To Haves

Bachelors preferred.
Minimum of two-years of experience in organ procurement is preferred.
Minimum of three-years in a leadership role is preferred.

Responsibilities

Supervise the selection, training, development, and performance of the referral management team to retain a motivated professional workforce for IDN.
Leads day-to-day operations with a primary focus on effective communication, timely coordination, service quality, and collaboration with physicians and hospital partners.
Ensures referral management team members are appropriately responding to daily patient rounding and Level I and II responses.
Ensures accurate and timely iTX documentation across the referral management team.
Ensures compliance with hospital policy on brain death testing.
Communicates needs, expectations, and outcomes to maintain optimal operational performance utilizing IDN Leadership Principles.
Ensure compliance with industry regulations, guidelines, federal and state employment, and IDN policies.
Accomplishes work system objectives through monitoring and analyzing data to maximize organ and tissue donation and identify trends and areas for improvement in Inspire the Gift
Assist the Director with effective and efficient use of financial resources.
Support the organizational strategic planning with the development of processes to meet organizational goals.
Manage specific work process operational needs and self-schedule 20% in Referral Response Coordinator role. In addition, participate in leader on-call coverage.