Director, Family Support

A career at Mid-America Transplant means giving hope and healing to the 100,000+ patients on the transplant waiting list, bringing peace to families in mourning, building a legacy for donors, and stewarding their lifesaving gifts. No matter what role you play or how challenging the work can sometimes be, we find that helping save and celebrate the lives of others often changes your own life in the process.

Join the Mid
- America Transplant team. It’s the toughest job you’ll ever love.

What We Do

Simply put, we help save lives — and we’re proud to say we’ve been nationally recognized for how well we do it. We conduct and fund game-changing research. We educate the public to prevent medical issues and the need for transplants. We offer grief resources to donor families. Pioneer new facilities and protocols that improve the viability of organ and tissue donations.

We provide affordable, temporary housing for transplant patients and their families. Partner with community organizations to drive donor registration. We meet with schools, clergy, and local leaders to share our cause and our message. We stop at nothing because we’re the kind of people who give everything.

The Position

The Director, Family Support provides strategic leadership for the organization's authorization program through partnership with Family Support leaders, Educators, and employes responsible for donation authorization. This role establishes and implements policies, procedures, standards, and operational structures that maximize organ and tissue donation opportunities while ensuring compliance with all applicable regulations and industry best practices. The Director is accountable for achieving authorization performance goals, meeting the expectations of donor families, hospital partners, and other key stakeholders, while ensuring consistent, compassionate, and effective donor family interactions.

Through data analysis, operational oversight, and continuous process improvement, the Director drives organizational performance, enhances service delivery, and advances the mission of donation

What You’ll Do

• Develop and execute strategies that enhance authorization, donor family satisfaction, and donation growth.
• Leads department enhancement through performance improvement processes and the creation of standard work while continually assessing the impact of change, and course correcting where needed.
• Implement best practices in family support, leveraging technology, AI, LEAN and innovative approaches to enhance authorization and donor family experience.
• Ensure appropriate accountability for the implementation of plans and change initiatives
• Monitor and report on key performance indicators (KPIs) related to authorization.
• Resolve any donor family escalations ensuring a timely resolution of any concerns or complaints.
• Provides real time authorization coaching (AC) throughout authorization process and leads post donation conversation debriefing to review approach process.
• Collaborate with cross-functional teams, including Business Intelligence (BI), Performance Excellence (PE), Human resources (HR), and Communications to ensure consistent delivery of services and to drive satisfaction.
• Actively participates in the strategic thinking process.
• As a member of the Senior Leadership team, contribute to the development of the organization’s strategic plan by defining and developing organ work system goals and objectives that promote company growth.
• Translates data consistently into actionable information for staff, leaders, and various stakeholders, to identify gaps and drive performance excellence.
• Builds support and relationships between departments to promote organization success and growth.
• Utilizes customer/partner feedback to improve…