Referral Triage Specialist (Internal Position)

OneLegacy Brand•Azusa, CA

7d•Onsite

About The Position

Join OneLegacy, the nation's largest organ, eye, and tissue recovery organization, dedicated to saving lives and sharing hope. Guided by 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. The Referral Triage Specialist (RTS) performs the initial response to organ referrals and dispatches clinical and non-clinical staff. The RTS ensures consistency in referral processes, facilitates communication internally and with external partners, and operates as a Subject Matter Expert (SME). The RTS oversees the initial intake of daily referral activity, including response, acuity, escalation/de-escalation, site visit documentation, quality assessments, and data collection. The RTS demonstrates fiscal responsibility by managing clinical resources and monitoring referral case performance metrics. The RTS must communicate professionally and direct staff through decision-making. The RTS strives to continuously improve OneLegacy's practices, performance, and service, fostering a culture of collaboration, support, process improvement, and constructive feedback.

Requirements

Ability to develop constructive and cooperative working relationships with others and maintain them over time.
Ability to provide orientation, coaching, and mentoring to staff.
Ability to communicate clearly and concisely with others verbally or in writing, so that they understand, as well as convey information and listen to others.
Ability to use analytical skills to observe, receiving and otherwise obtain information for all sources, and applying general rules to specific circumstances in guiding others, and actively look for ways to help.
Ability to use computers (Word, Excel and PowerPoint) as well as other software, including digitalDONOR.
BS/BA degree preferred, or equal job experience.
Experience as a Case Manager or Discharge Planner in a hospital setting or a minimum of 3 years as a RCC with preceptor experience preferred.
Dispatcher experience is highly desirable.
Prefer experience providing clinical education.
OneLegacy requires employees to maintain a current California driver’s license and current vehicle insurance.

Nice To Haves

Experience as a Case Manager or Discharge Planner in a hospital setting
Minimum of 3 years as a RCC with preceptor experience
Dispatcher experience is highly desirable
Experience providing clinical education

Responsibilities

Performs the initial response to organ referrals.
Dispatches clinical and non-clinical staff on 'new' and 'continue to follow' referrals.
Ensures consistency in referral related processes.
Facilitates communication, both internally and with external partners.
Adheres to established policies/practices and operates as a Subject Matter Expert (SME).
Oversees the initial intake of the daily referral activity including initial referral response, referral acuity and determination of referral escalation/de-escalation, site visit documentation, quality assessments and collection of data.
Demonstrates fiscal responsibility with appropriate utilization of clinical resources, including staff activity, assignments, and by monitoring referral case performance metrics.
Communicates professionally and directs staff through the decision-making process.
Strives to continuously improve the quality of OneLegacy practices, performance, and service to hospital partners, donors, and their families.
Actively fosters an organizational culture that is based on collaboration, support, process improvement and constructive feedback.
Supports the organization’s Standards of Professional Conduct as outlined in OneLegacy’s policies and procedures, mission, vision, and values of the organization.
Follows OneLegacy’s values in integrity, excellence, service, fiscal responsibility, teamwork, and cohesiveness.
Exhibits leadership, professional behavior and serves as a role model.
Provides direction to field staff ensuring consistency of practice with OneLegacy policies, procedures, and standards in collaboration with the Medical Director, On-call Supervisor, Organ Procurement (SOP) and/or Administrator on Call (AOC).
Consults Medical Director and/or Medical Intensivist.
Ensures field staff adheres to Intensivist team recommendations and direction.
Collaborates with other departments such as Family Care Services, Donation Development, Donor Allocation and Tissue Recovery to ensure all necessary personnel are dispatched to appropriate hospitals at the appropriate time to support OneLegacy activity.
Collaborates with Procurement Transplant Coordinators (PTC/APC) and Referral Clinical Coordinators (RCC) to resolve issues, uphold governing standards and build working relationships.
Functions as SME on all OneLegacy policy and procedures for referral management.
Consults with On-call SOP or AOC for any situations that fall out of the normal course of activities of policies and procedures.
Works with the on-call SOP, to schedule Orientees for field experiences including activities to enhance the understanding of donation and transplantation.
Ensures staff utilizes digitalDonor Mobile Application GPS tracking during scheduled work hours, including entering staff activity on all referrals and cases with a beginning and end time to enhance time-keeping records.
Notifies and receives approval from on-call SOP for staff activity that includes any overtime hours.
Performs QA of documentation entered digitalDonor on referrals.
Assigns RCCs appropriate tasks including, but not limited to, hospital development, organ donor support, and community outreach support in the event of low referral activity.
Ensures documentation in digitalDonor required for referral management is completed during real-time referral management.
Performs all shifts from OneLegacy corporate office.
Maintains a functional company issued cellular phone to ensure availability and to respond to staff, the Care Center and Administration for referrals.
Ensures support coverage as needed.
Maintains ability to review digitalDonor through either laptop or mobile applications at all times throughout shift.
Maintains professional communication at all times through electronic e-mails, text messages and verbal/telephone conversations.
Attends scheduled department and company meetings, RTS meetings, referral and case reviews and clinical training days.
Regularly reviews OneLegacy, CMS, UNOS and AOPO policy and standards.
Creates a positive and supportive environment, including being an advocate for the clinical staff, the hospital and transplant center partners, the donors and their families.
Performs real-time digitalDonor audit and provides feedback on cases to appropriate person(s).
Participates in identification of knowledge gaps through real-time assessments.
Ensures continued clinical knowledge and proficiency in referral by performing a minimum of one (1) shift per pay period in the field as an RCC.
Meets all requirements of an RCC role.
Stays professionally current by attending continuing education, in-service and professional meetings and maintains valid licenses and certificates.
Complies with UNOS, CMS, AOPO policies and standards.
Performs other duties as assigned.