Family Services Coordinator

Family Services Coordinator

Cornea Gen is a mission-driven company focused on providing the highest quality donor tissue, unparalleled customer service and superior products that transform how ophthalmologists treat and care for every person impacted by corneal disease. In support of this goal, we are looking for a Family Services Coordinator to join our team.

The Family Services Coordinator contributes to a dynamic industry which operates 24 hours a day, 7 days per week; serves as the point of contact regarding incoming referrals, coordinates specific functions of the donation program including receiving initial referrals and assessing/determining donor potential for Cornea Gen and with all external donation partners, and directs recovery arrangements. The FSC is responsible for working with families to provide information regarding donation opportunities & obtaining authorization.

Job duties and responsibilities include:

• Handles inbound and outbound communication with donation stakeholders such as hospitals/hospices/medical examiner offices/funeral homes and assesses suitability for eye donation
• Captures all information timely, accurately, and completely within donor management software
• Provides comprehensive medical screening of potential donors by effectively communicating with referral source personnel to determine suitability for eye recovery based on established guidelines
• Discusses screening information and criteria applications with Family Services Director accordingly
• Routinely provides feedback to appropriate chain of management regarding hospital education needs, community outreach opportunities, and development with donation partner agencies
• Works in close collaboration with hospitals, team members, and Family Services Director to evaluate and determine the best time to offer families the opportunity for donation
• Leads donation discussion with potential donor families or agents
• Effectively advocates for donation and ensures informed consent to potential donor families; completes authorization for donation; obtains and documents accurate medical/social histories
• Provides support and education to families throughout the donation process
• Coordinates all logistical aspects required for donation to occur, including interfacing with other participating agencies such as recovery partners, hospitals, medical examiners, and funeral directors
• Coordinates recovery location and timing; activates/assigns recovery staff for eye recovery
• Ensures that case documentation within donation software is updated accurately and in a timely manner
• Maintains a high sense of urgency to ensure optimal time frames for recovery
• Works to utilize resources and reduce inefficiencies
• Strives to meet and/or exceed critical KPIs that drive organizational success including but not limited to; authorization rate, suitability rate, call volume and error rate
• Collaborates with appropriate personnel to troubleshoot real-time challenges

Qualifications include:

• Possess advanced knowledge related to donor evaluation and management
• Exhibits superb customer service skills
• Able to maintain professionalism during potentially complex circumstances
• Possesses an advanced understanding of national regulations and procedures surrounding donation, and an advanced clinical and anatomical knowledge
• Demonstrates both a strong work ethic and efficient productivity in an independent work environment
• Ability to communicate and present information effectively and concisely within a team environment
• Proactive team player who can multitask with ease, and uphold organizational core values
• Must possess strong interpersonal, priority-setting and strategic skills. Strong attention to detail, written and verbal communication skills. Thrives in a fast-paced dynamic environment and adjusts to new priorities as required
• Well-spoken, has the ability to communicate appropriately and effectively over the phone, especially with families in the midst of their grieving process
• Knowledgeable about medical terminology
• Proficient in critical thinking
• Able to work nights, days, weekends, holidays; willingness and flexibility to adapt to schedule adjustments as needed

Preferred:
Bachelor's degree in biologic sciences- or an equivalent degree/diploma/certification in an allied health field. Minimum of 3 years of experience may substitute for educational requirement. Prior Donor Coordination experience strongly preferred.

Compensation and benefits include:

• The minimum hourly rate for this position is $24.00/hour and a…