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Position Purpose
The Donor Services Coordinator I serves as a valued member of the Donor Services Team. The position delivers quality customer service at all times for its stakeholders (i.e. partner Organ Procurement Organizations-OPOs, partner tissue banks, partner eye banks, referring hospitals, medical examiner offices, funeral homes, and recovery team members), and requires high-level organizational skills in a fast-paced environment and attention to detail while multi-tasking.
This position is comprised of three major functions: (i) referral intake and triage of potential donor cases, (ii) comprehensive medical screenings, and (iii) managing case logistics.
Remote Employment: This role is fully remote in all the listed states below.
Hiring Locations: For this position, the states we hire in are limited to: Arizona, Arkansas, Florida, Kentucky, Louisiana, Missouri, Montana, New Mexico, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Virginia, and Wisconsin. Please only apply if you live in one of these states.
Schedule:
- Day Shift 7am to 7pm or Night Shift 7pm to 7am
Essential Duties and Responsibilities
Referral Intake and Case Triage
- Intake of patient referral information from various sources including hospitals, partner organizations, and medical examiners both electronically and over the phone.
- Maintains accurate and organized donor information across different platforms and databases.
- Answers incoming calls from hospitals and other donation partners regarding case logistics, donation potential, and general status updates.
Donor Eligibility and Medical Screening
- Assesses donation potential by assessing the patient's clinical course and health history; this is done through the use of electronic medical record access and working directly with hospital nurses and physicians in a professional, efficient, and precise manner.
- Communicates donor medical information to tissue processors and partners to ensure the acceptability of potential tissue.
- Collaborates with Partner Relations Management to troubleshoot challenges in real time.
- Continually monitors research requests to meet distribution needs for research tissue.
Case Management and Logistics
- Actively problem-solves logistical issues to ensure the safe recovery of donated tissue.
- Coordinates closely with medical examiners and coroners to obtain a release for donation and creates recovery plans that ensure timely donation (while not interfering with autopsies and death investigations).
- Manages several active donor cases at a time with exceptional attention to detail, efficiency, quality, and urgency.
- Keeps all donation stakeholders and partners updated on relevant information such as case status, medical suitability, and medical rule-outs.
- Checks quality cases before they are passed to a Donor Operations Coordinator II for donation discussion with families.
Additional Responsibilities:
- Routinely provides feedback to management of Donor Services, Recovery Services, and Partner Relations regarding hospital education needs, medical review, and coordination logistics.
- As needed, assists Donor Referral Specialists with intaking calls and referrals, and triaging accordingly.
- Ability to work long hours, nights, and weekends. Ability to work a flexible schedule that spans all shifts and days.
- Actively participates in other projects and duties as assigned.
- A personal dedication to organ donation is required.
- Strives to support the Mission, Vision, and Values of Lions World Vision Institute in all daily activities.
- Completes continuous training requirements to maintain proficiency and improve performance in a rapidly changing work environment.
- Additional duties as assigned.
Qualifications
To be successful in this position, an individual should be able to perform each essential duty proficiently. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
- Demonstrate proficiency of all aspects of referral intake, donor screening and case management.
- Strive to maintain department performance goals.
- Demonstrate a working knowledge of AATB, FDA, and EBAA guidelines and regulations pursuant to LWVI eye & tissue donor screening and recovery.
- Demonstrate a working knowledge of LWVI donor criteria, policies, and all Donor Services protocols/SOPs and remain current in all training.
Education and Experience
- Associate or Bachelor's Degree in a related field preferred.
- Demonstrates mastery as a Donor Referral Specialist, or one year within an organ/tissue/eye bank, or equivalent work experience or education. .
- Medical terminology and experience preferred.
Wage Range:
- $20.75-23 per hour for 0-2 years experience
Benefits:
- Paid time off with a starting maximum of 144.04 hours per year.
- 8 Company-paid Holidays per year.
- Medical, Dental, and Vision plan offerings for employees and their eligible dependents. All Vision plans 100% employer-paid.
- Employer-paid Employee Assistance Program, Life, Accidental Death & Dismemberment, Short-Term Disability, and Long-Term Disability plans.
- Offerings of Supplemental Life and Accidental Death & Dismemberment for employee and their eligible dependents.
- An employee may voluntarily designate a percentage of their salary towards employer-sponsored 401(k). LWVI will match the employee's contribution up to 6% of the employee's salary.
- Discounts on Pet Insurance and other items such as phone plans, movie tickets, etc.
Knowledge, Skills, and Abilities
- Excellent oral / written communication and team-building skills, with the ability to collaborate effectively with all staff and contribute to a positive environment both in person and remotely.
- Ability to effectively communicate professionally as a representative of the organization with external partners, donor families, and leadership.
- Ability to type >45 wpm with proficient use of basic Microsoft Office products, web-browser, and a telephone system.
- The ability to process details pertaining to death is essential.
- Ability to facilitate self-initiated and virtual learning.
- Position requires extensive use of the telephone, extended sitting, and long durations in front of a computer screen. Must be able to stay focused and engaged.
- Proficient in working with computers and managing several programs at a time is required.
- Able to interpret and follow written directions.
- Possess an Internet speed of at least 50mbps.
Work Environment
The work environment described here is representative of those employee encounters while performing the essential functions of the job. While performing the duties of the job, the employee is exposed to a laboratory-like environment and an office-like environment. The noise level is usually low. Open discussions about donor health and circumstances of death occur throughout the day. Equipment required for this position include but are not limited to, standard office space and equipment, standard PC equipment, printers, and telephone and/or headset.
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