Supervisor, Donor Resource Center & Tissue Authorization

Gift of Hope • ,

3d • $63,000 - $84,000

About The Position

Supervise assigned Donor Resource Coordinators and Tissue Authorization Specialists to ensure calls and tissue authorization conversations are handled promptly and professionally in accordance with applicable policies and regulations, maximizing organ, tissue, and eye donation. Monitor authorization rates, identify and implement improvements to authorization outcomes and workflows, and provide leadership that supports a professional team and satisfaction among internal and external partners. This is a night shift position.

The supervisor provides operational support and oversight, including referral review, call and donor-logistics coordination, staff development and performance management, real-time coaching, authorization training, quality monitoring, and schedule coverage. The role also performs the essential duties of a Donor Resource Coordinator and Tissue Authorization Specialist within the specified time after hire or transition. The position operates in a 24-hour call-center environment and may require schedule flexibility, additional hours, on-call coverage, and work on weekends and holidays.

Requirements

• Previous supervisory experience with an Organ Procurement Organization (OPO), tissue bank, call center, or front-line staff is required.
• Two years of professional experience leading or managing others is preferred.
• Working knowledge of medical terminology.
• Excellent verbal and written communication skills.
• Ability to work collaboratively and respectfully with internal and external stakeholders, donor families, and partner organizations.
• Ability to lead, coach, and develop staff, adapting coaching style to staff needs.
• Experience negotiating difficult situations toward a desired outcome and working effectively in highly emotional situations; comfort and confidence around emotional distress and death.
• Ability to express empathy and gain authorization for tissue donation in potentially emotional situations.
• Excellent prioritization skills and ability to manage multiple tasks with strict deadlines.
• Ability to work autonomously and use available resources to solve problems.
• Ability to use data to analyze performance, identify trends, and resolve complex problems.
• Ability to adapt to changing circumstances and priorities.
• Ability to make sound clinical assessments in a high-pressure environment with constant activity.
• Ability to develop and carry out long-term plans by assessing situations, planning next steps, initiating action, and following through.
• Consistent attention to detail, precision, accuracy, and urgency in meeting departmental goals and needs.
• Intermediate computer and Microsoft Office skills.
• Knowledge of or experience with phone systems and report management.
• Ability to obtain AATB CTBS certification within two years of hire and maintain certification thereafter.
• Ability to function in a normal office environment and remain stationary for extended periods.
• Ability to hear, comprehend information, and speak clearly to document and convey information accurately.
• Ability to conduct telephone conversations that may last longer than one hour and wear an approved headset for the duration of scheduled shifts when performing coordinator or specialist duties.
• Ability to input data accurately and quickly into a computer while talking on the phone, repeatedly and frequently during scheduled shifts.
• Ability to cope with highly charged emotional people and situations and work quickly and accurately within limited timeframes.
• Ability to work on short notice, beyond regularly scheduled hours, on-call, outside normal business hours, and on weekends and holidays as required.
• Ability to be flexible with shift schedules, work beyond scheduled shifts, and attend meetings and training outside the normally scheduled shift.
• Ability to work shifts despite weather or environmental conditions.
• Ability to use a personal cell phone and, if applicable, personal internet for work; personal internet must meet minimum speed requirements and may require an Ethernet connection.
• Associate’s degree in an allied healthcare or related field, or equivalent work experience; the degree is preferred.

Nice To Haves

• Associate’s degree in an allied healthcare field or related field.
• Two years of professional experience leading or managing others.
• Ability to travel for training or conferences, for trips lasting up to one week.

Responsibilities

• Provide leadership, management, and operational support to assigned staff through active referral review and management.
• Ensure prompt and efficient coordination of incoming and outgoing calls, authorization conversations, and donor logistics to maximize organ and tissue referrals and donation.
• Assist staff in resolving complex or out-of-policy operational problems.
• Manage staff selection, training and development, counseling, performance evaluations, recognition, promotion, disciplinary action, and termination in accordance with confidentiality requirements and applicable laws and regulations.
• Monitor staff goals, training and development needs, and performance; analyze trends, identify challenges, and develop solutions to improve performance and authorization rates.
• Provide real-time mentoring, feedback, and support to assigned staff.
• Identify authorization training needs and develop and present educational programs on the authorization process.
• Recommend the development and revision of policies and procedures and provide related training as appropriate.
• Maintain the staff schedule accurately and cover shifts as necessary.
• Successfully perform the essential duties of a Donor Resource Coordinator and Tissue Authorization Specialist within 12 months of hire, or within 6 months when transitioning from staff level in one of those roles, and ongoing thereafter.
• Monitor calls to ensure a high level of customer service to external partners, hospital staff, donor families, and Gift of Hope staff.
• Work with training coordinators to create, implement, and continually update training documents so staff are qualified to perform their duties.
• Ensure competent authorization and medical/social history performance through timely audits of employee conversations with donor families and documented staff feedback.
• Attend required in-office meetings as necessary.
• Perform other duties as assigned.
• Advance Gift of Hope’s mission, vision, and core values and adhere to applicable policies and procedures.

Benefits

• Medical, dental, vision, disability, and life insurance options for full-time employees.
• Generous paid time off (PTO) plan.
• 403(b) retirement plan with company match.
• Tuition reimbursement up to the IRS-allowed maximum.
• Personalized learning and educational development opportunities.
• Monthly cell phone and internet stipends.
• Paid parental leave.
• Annual employer-funded Lifestyle Spending Accounts to support wellness needs.
• Employee Assistance Program and Critical Incident Stress Consultants support and counseling for personal, work, financial, or family needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree