Manages operations and ensures adequate staffing of this busy 24/7 call center. Participates in administrative on-call to serve as a resource for staff in all aspects of the donor referral, screening, consent, and allocation processes. Regularly monitors the status of ongoing cases to ensure that workload is distributed appropriately among staff. Ensures the highest level of customer services is provided at all times.
Reviews cases before turnover to ensure accuracy in screening. Follows up on issues related to the consent and screening processes in real-time.
Monitors individual, team and call center results to identify and act on performance trends to insure attainment of performance goals. Coaches staff to achieve the highest level of performance.
Maintains detailed and current knowledge and understanding of the criteria for consent issues, tissue donation, organ allocation and the mechanisms used to determine a potential donor’s suitability.
Assists with training new staff and performs ongoing staff competency evaluations to ensure compliance with departmental policies and procedures.
Ensures compliance with LiveOnNY’s policies, FDA, AATB, affiliated tissue bank, AOPO, UNOS and NYS DOH standards. Gathers and interprets data to identify quality indicators to improve performance.
Reviews, implements and evaluates policies and procedures related to the Donor Center.
Bachelor’s degree in a health-related field and three to five years progressive supervisory experience. Strong knowledge of medical terminology, human anatomy and the ability to make sound clinical assessments in a fast-paced environment are required. Must have excellent interpersonal skills and be customer-service oriented. CTBS certification and/or eligibility. Previous experience is organ allocation preferred.
LiveOnNY (formerly New York Organ Donor Network) is one of the largest organ procurement organizations in the country serving a population of over 13 million. Its mission is to recover organs and tissues for those in need of life-saving and life-improving transplants and to increase awareness and understanding of donation among health care professionals and the general public. With respect and com...passion, we provide individuals with the knowledge required to make informed decisions about donation.