Manager, Clinical Services

Description and Qualifications

The Manager, Clinical Services is accountable for the successful operation of the organization’s 24/7 triage and referral management services, which includes direct management of all Clinical Communication Coordinators (CCCs). The members of the Clinical Services team play a critical role in supporting Life Center’s mission through their work to identify and preserve opportunities for organ donation. Key functions of the team include screening and triage of organ donor referral calls from area hospitals, including the medical evaluation of potential donors, coordination and communication with the Resource Triage Coordinator (RTC), clinical Administrator On-Call (AOC), and Family Support Administrator On-Call (FSAOC).

The manager provides both day-to-day management and clinical expertise to support staff.

• Accountable for the department’s daily management including hiring, on-boarding, training, performance management, and coaching/mentoring.
• Ensures department is appropriately staffed and scheduled to support clinical activity and organizational outcomes.
• Assists with the development of departmental and organizational strategy.
• Is responsible for ensuring implementation of applicable departmental strategic initiatives.
• Functions as a clinical expert and resource to clinical departmental staff.
• Ensures close collaboration between the clinical department staff, RTCs, AOCs, FSAOCs, and other Life Center departments.
• Identifies and executes opportunities for improvement and efficiency with the triage and on-site referral response processes.
• Develops and ensures compliance with regulatory standards/requirements and departmental policies and procedures.
• Maintains current knowledge of the donation and transplantation industry.
• Identifies areas of opportunities for staff development or improvement and initiates action to address those opportunities with a strong focus on staff retention.
• Leads organizational and departmental projects as assigned.
• Establishes an environment in alignment with Life Center’s core values of integrity, collaboration, service, and courage.
• May take inbound calls during times of high call volume or during staffing shortages.
• Manager may be required to work nights and weekends to perform management duties and/or support staff.

• May be required to backfill team’s on-call schedule as needed.
• Maintains current knowledge of the donation and transplantation industry.

• In collaboration with the appropriate departments, including Training & Development, coordinates and executes staff training.
• Identifies additional training and development needed to maximize staff performance.
• Responsible for ensuring effective onboarding of direct reports.
• Ensures timely staff participation in and successful completion of required and recommended training.

• Ensures effective communication and collaboration with team personnel, organization leadership, medical professionals, hospitals, and other donation organizations.
• Serves as clinical resource for the Hospital Development department, which may include giving presentations to various groups.
• Works in concert with Operations leadership, Clinical Training Program Manager and Trainers, and Quality Departments to increase donation and transplantation outcomes and compliance with quality processes.

• Submits appropriate documentation for all training events attended.
• Each month by the prescribed due date, completes and submits a reconciliation of business expenses charged on their corporate VISA card and any expenses submitted by direct reports. Follows-up on any issues in a timely manner.
• Every two weeks by the prescribed due date, completes a timesheet that accurately reflects any specific pay units or time away used during the period.
• Every two weeks by the prescribed due date, reviews and approves timesheets for direct reports. Follows-up on any issues in a timely manner.

• Participates as a member of the Operations leadership and engages with…