Supervisor, Organ Recovery Services

LifeNet Health•Virginia Beach, VA

9d•$65,972 - $109,963•Onsite

About The Position

AT LIFENET HEALTH, YOU ARE THE ADVANTAGE Every day, YOU help us to save lives, restore health, and bring hope to patients and families around the world. At LifeNet Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity. Together, we are united by a mission greater than ourselves, a purpose rooted in healing. ABOUT THIS JOB Location: Virginia (Richmond, Roanoke, Virginia Beach) Department: Donor Center Schedule: Full-Time, Variable, Essential Personnel Clinical Status: Non-Clinical HOW YOU’LL MAKE AN IMPACT As a Supervisor, Donor Center you’ll play a vital role in advancing our mission. In this position, you’ll be responsible for supervising daily operations of 24/7 Call Center. Monitors and reports service quality and assists with implementation of training programs. Conduct quality reviews to enhance performance management to provide a high level of service. Ensures the appropriate tools and equipment are available in order to achieve highest quality of service. Your work will have purpose every single day, contributing directly to life-changing outcomes.

Requirements

High School Diploma or GED
TWO (2) years Supervisory/Management experience (to include Senior Donation Coordinator or Preceptor)
THREE (3) years Related work experience in tissue banking, medical device, organ procurement, or related field
CTBS Certification
Successfully signed off on all Donor Center Front Line Roles (Approaching families for donation, screening with partners, referrals from healthcare partners, and logistics).
Proficient in MS Office, and other related computer software: PowerPoint, Excel, Word, Outlook, and Microsoft Suite as needed for this role.
Demonstrated ability to rapidly assimilate and attain proficiency in new computer software packages.
Communication Skills: Ability to effectively communicate verbally and in writing, to engage, inspire, and influence people
People Development: Actively engages in talent management practices to cultivate a workforce that is well aligned with current and emerging talent needs.
Attention to detail: Able to perform tasks thoroughly and with care; checks work to ensure high degree of accuracy/completeness and early/on time delivery
Leadership Skills: Able to motivate and inspire team to achieve the strategic goals of the Donor Center
Time Management: Ability to use time in an effective and productive manner with ability to work under pressure with tight timelines, make critical decisions and maintain a sense of focus and urgency.
Relationship Management: Build and sustains partnerships across organizational boundaries and functions as well as outside the organization to achieve common goals and outcomes
Problem Resolution/Analytical Decision Making: Demonstrates the ability to gather and evaluate pertinent information to make decisions in complex donor cases and with logistical challenges

Nice To Haves

Associate or Bachelor’s Degree – Business Management, Life Sciences, or related field
FOUR (4) years Supervisory/Management experience
FIVE (5) years Related work experience in tissue banking, medical device, organ procurement, or related field
TWO (2) years Healthcare call center experience

Responsibilities

Responsible for all Donor Center staff on shift serving as a key decision maker for all clinical and research tissue screening, referral, and authorization needs.
Participates and assists team with tissue screening, referral, and authorization as needed when daily activity increases beyond the capacity of the shift’s assembled team.
Facilitates escalation process for complex medical cases to appropriate channels.
Provides guidance for complex case management and serves as the beginning level of the escalation process.
Reviews all cases prior to closing to ensure errors in documentation are caught and addressed, appropriate dispositions for cases are chosen, and ensure there are no missed donation opportunities to include research.
Assists with scheduling shipments for clinical and non-clinical tissues.
Provides oversight of managing shipment, tracking and trace exception errors.
Assists with partner referrals and screenings as needed.
Provides oversight to Donor Center staff by supervising, guiding, and directing employees to be effective team members to ensure achievement of the strategic and operational goals established by leadership.
Conducts annual performance evaluations for direct reports.
Evaluates staff performance to ensure adherence to departmental quality Standard Operating Procedures.
Reviews and complete all timesheet/payroll needs for direct reports.
Assists leadership with development and subsequent compliance with departmental policies and procedures in addition to compliance with industry standards and regulations.
Assists leadership in addressing employee related issues and coaching staff up to realize full potential.
Initiates and investigates the Donor Center response for complaints and errors/accidents, directing initial corrective and preventative actions.