Donor Operations Team Lead

Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research. At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.
POSITION SUMMARY The Supervisor of Donor Operations is integral to providing leadership and continuity of service to all donor families and hospital partners in a 24x7x365 operations center that receives referrals; screens potential organ and tissue donors with referral facilities; approaches families to offer the option of donation, and coordinates all logistics involved in the donation process. The supervisor is responsible for planning, developing, implementing, and evaluating the operations team in areas of tissue allocation and utilization, authorization, customer service, clinical and physiological intellect. The supervisor is responsible for assisting and providing personnel management, including but not limited to: recruitment, succession planning, performance reviews, time and attendance reporting, training and call schedule support. This role provides input into policy development, process improvement, and other organizational decisions. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Daily Recovery Services Oversight

• Provides daily oversight of tissue activities in order to ensure referrals, authorization, allocation, recovery coordination, and graft utilization meet regulatory requirements, maintain consistent high organizational standards, as well as provide excellent service to donor hospital staff, donor families.
• Works to ensure optimal staffing at all times by serving as an active supervisor, which includes routine frontline shifts and backup support during increased activity levels.
• Acts as a resource to operations center staff by providing ad hoc assistance on daily tissue activity to ensure donation is maximized and frontline workloads are manageable. Required supervision coverage includes days, nights, weekends, and holidays.
• Provides support regarding donor suitability discussions and assesses cases for challenges and anticipated outcomes and guides escalation to the medical director as needed.
• Provides Manager on Duty (MOD) support by providing advice for tissue operations escalations.

Process Improvement

• Ensures that operational documentation such as referrals, screenings, authorizations, case coordination, and medical social history questionnaires are documented in accordance with DNWest and partner standard operating procedures (SOP) and industry standards/expectations.
• Tracks and trends performance improvement metrics within the department, and, in conjunction with the operations manager and senior leadership, implements strategies to improve overall efficiency, productivity, and performance.
• Activates the occurrence reporting system and investigates and performs root cause analyses to provide feedback to team.
• Works with education department by participating in and evaluating the effectiveness of education activities related to improving the authorization process, performance improvement, process improvement and implements strategies to increase graft utilization and customer satisfaction.
• Becomes a subject matter expert in at least one Donation Coordinator focus area of Donation Discussion, Case Coordination, Logistics, or Shift Lead to provide expert level consul to co-supervisors and team.

Talent Development And Succession Planning

• Consistently reviews and evaluates the effectiveness of the department training program, and works with education department to develop and implement any necessary changes.
• Collaborates with preceptors and new staff during orientation to ensure training needs of individual staff are met.
• Coaches team members to identify and attain professional goals and objectives while focusing on retention development of high performing team members.

External Facing Responsibilities

• Possesses strong decision-making capabilities and excellent communication skills, with an ability to effectively engage with medical center personnel, donor family members, and Medical Advisory Board members on a regular basis.
• May function as liaison to outside contractors and vendors, at times taking a lead role in projects that DNWest enters into.
• Assumes responsibility for presenting in-services, debriefings, and other educational forums to both internal teams and outside agencies as needed.

Professional/Personal Competency

• Maintains professional competence to provide leadership and consultative services to direct reports, hospital partners, tissue processors, and donor families.
• Maintains current knowledge of national and local regulations and best practices in organ and tissue operations, including but not limited to authorization, recovery, and preservation policies.

Qualifications

• Adheres to the principles of “Families First” in all aspects of the job.
• Highly organized and resourceful with excellent written verbal and presentation communications skills.
• Demonstrates tact, maturity, and professionalism in all points of contact.
• Builds and maintains positive relationships with all internal and external stakeholders.
• Possesses a high degree of organization, critical thinking and emotional intelligence.
• Works autonomously and takes decisive action in urgent situations to minimize adverse events that may negatively impact authorization, the supply of organ and tissue, and the safety of recipients.
• Exhibits motivational and leadership skills to engage staff to meet organizational goals.

Education And Experience

• Required Education: Bachelor’s degree or equivalent. Prior work experience within the donation industry may substitute for educational requirement.
• 2 to 4 years of experience working in organ or tissue procurement or transplantation with significant knowledge of all aspects of organ, eye, and/or tissue banking preferred. Education may partially substitute for experience requirement.
• Certified Tissue Bank Specialist (CTBS) Certification and/or Certified Eye Bank Technician (CEBT) Certification; Certified Procurement Transplant Coordinator (CPTC), and/or Certified Transplant Preservationist (CTP) certification preferred.
• Prior supervisor experience and a proven ability to demonstrate a high level of effectiveness in goals achievement through skillful staff management preferred.

Provided compensation data is subject to change based on location and work status. Salary data provided by third party sites do not accurately reflect our pay structure.