Description:
At SLL, we embrace a culture of accountability, innovation, and maximizing the gift of donation in restoring lives. If you would like to be a part of our team, SLL is currently searching for a
Donation Support Coordinator
Department: Tissue/Donation Support Center
Reports To: Manager of Donation Support Center (MDSC)
FLSA Status: Non-Exempt
Direct Reports: None
Safety Sensitive Position
OSHA Risk Category: 2
Job Summary/Scope
The Donation Support Coordinator II (DSC2) is primarily responsible for answering incoming calls and making outgoing calls that communicate and promote organ, tissue, and eye donation. This position is dedicated to achieving the primary objectives of (1) receiving and documenting referrals from all referring organizations, (2) properly assessing for potential organ/tissue donation and communicating those referrals to the appropriate person or agency, (3) perform authorization conversations and complete the associated paperwork for such anatomical gifts, and (4) screen potential tissue and eye donors with approved agencies.
The primary duties of the DSC2 are to facilitate donation through the acts of taking referrals via the telephone and computer referrals (triage and secondary screening). They must properly assess and communicate these to the appropriate person. The DSC2 will have authorization conversations with the Authorizing Person or the Legally Appropriate Person, conduct donor assessment interviews, and screen with the appropriate tissue and eye bank. The DSC2 will also enter data into Southern Legacy of Life (SLL)’s or other appropriate donor and referral database.
Essential Functions
1. Share information with potential donor families in a sensitive manner over a recorded telephone line to help them make an informed decision about donation.
2. Answer incoming calls for donor referrals in a prompt and professional manner.
3. Respond appropriately to potential donor referrals by phone and conduct a comprehensive initial assessment of the medical status of potential donors in accordance with SLL, FDA, and AATB guidelines.
4. Perform initial assessment of potential donor and determine possible suitability for tissue donation, and communicate appropriate information to the tissue processors or other agencies.
5. Completes all forms associated with an authorized donor following the SOPs associated with the forms.
6. Complete appropriate data entry and documentation in a timely and thorough manner, and maintain proper documentation of activities.
7. Review electronic medical records (EMRs) when needing to clarify potential donor suitability or obtain additional past medical history (PMH)
8. Prescreen a potential tissue donor with tissue partners when there are concerns regarding the patient’s past medical history.
9. Professionally communicate with hospital personnel, funeral home personnel, coroners, family members, and other outside customers.
10. Professionally communicates with SLL internal customers.
11. Use the designated messaging service chat to communicate professionally with co-workers during shifts, focusing on teamwork and shift communication.
12. Adhere to all processes when competing referral entry into the electronic donor record (EDR) and follow-up communications for referrals, both cardiac time of death and vented referrals
13. Complete concise yet detailed call notes in EDR for each referral-related call, both incoming and outgoing.
Step Progression into DSC2
For the Donation Support Coordinator I’s (DSC I) who want to pursue transfer to a DSC2 position, they shall:
1. Be a minimum of 90 days out from completing the new hire period
2. Demonstrate proficiency at taking CTOD and vented referrals.
a. Including iReferrals
3. Excellent customer service and phone skills.
4. Clear, concise verbal and written communication
5. Be on time for SLL work and functions.
6. Role model professional behavior.
7. Attend required meetings and training.
8. Demonstrate an aptitude for learning the additional duties of the DSC2.
9. Complete the competencies related to the DSC2 job role.
Secondary Functions
1. Function as an expert resource to potential donor families about tissue donation.
2. Facilitates ongoing communication with the healthcare team, funeral home, family, or other relevant agencies during the evaluation of referred potential tissue donors.
Preceptor Guidelines
1. Preceptors are selected by the Manager of Donation Support Center (MDSC) with input from DSS.
a. Should the selected person(s) agree to become a preceptor, the preceptor will begin training (Preceptor Manual), and competency must be maintained.
b. Upon obtaining competency, the MDSC will submit a Personnel Action Form (PAF), attaching the Preceptor Manual.
2. Preceptor Duties:
a. Provide instruction, supervision, and trainee observation for DSC role.
b. Utilize virtual software that enables communication and observation between the preceptor and the trainee.
c. Ensure training follows SOPs, DSC team files, and other documents to provide consistent and accurate information for all trainees.
d. Exemplify professionalism and clinical expertise to inspire and guide trainees effectively.
e. Provide regular, constructive feedback and formally evaluate the trainee’s performance.
i. Weekly document trainee performance, noting strengths and weaknesses, and share with the trainee and DSC management.
ii. Include the training plan and progression in the journal entries.
iii. Submit new hire competencies to DSC leadership upon completion.
iv. Review the trainees’ documentation for accuracy, providing input as needed.
f. Create a supportive and conducive learning environment.
g. Collaborate with DSC leadership to ensure the integration of knowledge with actual practice.
Organizational Expectations
1. Maintains regular and punctual attendance at assigned work location.
a. Accurately document timekeeping records.
2. Completes appropriate SLL forms in a timely and thorough manner and maintains proper documentation activities. Examples include: training documentation, mileage, expenses, electronic schedule of ARORA events, and other forms.
a. Proofs work for accuracy and completeness.
3. Exhibits and models SLL’s conduct standards, mission, and organizational clarity (core purpose, core values, business definition, and strategic anchors) in all job functions and interactions both internal and external to SLL.
a. Utilize the SLL strategic anchors: Creating a Culture of Donation, Financially Sound, Quality, and Diversity, Equity, Inclusion, and Belonging (DEIB) during work activities and in the decision-making process.
4. Attendance at staff meetings, training programs, and/or in-services meetings, as required.
5. Demonstrates professional appearance, behavior, and standards in all business dealings and interactions.
6. Demonstrates professional conduct and behavior reflective of SLL’s respect, honor, admiration, and reverence for the donor and donor family.
7. Fosters effective relationships with client representatives.
8. With the approval of division Director, serves on national committees.
9. Performs other duties as assigned.
Potential Risk Factors:
1. Risk Exposure to Blood/Body Fluids: While performing some essential functions of your position, you may be exposed to blood or body fluids. Established procedures identify the appropriate personal protective measures that you should use when performing essential functions of your position. The ARORA Safety program will provide you with the appropriate procedures and guidelines in which you should perform the essential duties of your job. If you need additional training or resources, please see your supervisor or the ARORA Safety Officer.
2. Physical Requirements: see Analysis of work demands section of this job description.
3. Competency Evaluation: Competency evaluations are required for this position. Your supervisor will notify you when your evaluation is to be conducted.
4. Training: You may need additional training to better understand the performance requirements of your essential job functions. Training classes are available and can be requested and/or assigned. Your attendance at such classes is mandatory.
Requirements:
Work Environment
1. Normal office work environment.
2. Infrequent travel required by personal vehicle to fulfill the duties and responsibilities of the position.
3. Non-smoking office.
Work Hours
SLL is a 24/7 operation and will require this position to work various 12-hour day and/or evening shifts. Donation Support Center employees may be required to work evenings, holidays, weekends, and mandatory overtime as required.
Full Time expected work hours: 36 hours per week
Part Time expected work hours: 20-24 hours per week
Minimum Job Requirements
1. High school diploma or equivalent and completion of an accredited clinical healthcare program resulting in certification, registry, or licensure (such as LPN, LVN, EMT, Medical Scribe, RT, Paramedic or higher) required. OR Bachelor’s degree in behavioral sciences with clinical experience and one (1) year relevant work experience.
2. 1-year experience working in a similar position at another Organ Procurement Organization, Eye Bank or Tissue Bank may substitute for education or experience.
3. Possess strong organization and interpersonal skills.
4. Possess effective communication and listening skills.
5. The ability to practice with a high degree of autonomy in a self-directed manner that demonstrates innovation and creativity.
6. Possess the ability to work collaboratively within an interdisciplinary team.
7. Consistent demonstration of attention to detail, precision, accuracy, and customer satisfaction.
8. Possess strong prioritization skills and the ability to effectively manage multiple projects and tasks.
9. Ability to utilize general office equipment, software, and must be proficient in Microsoft Office Suite.
Security Requirements
This position is responsible for acquiring and managing confidential records and ensuring that information is protected according to the recognized standards, regulations, and standards for maintaining patient records.
