Donor Family Specialist

Responsible for developing and maintaining relationships with organ, tissue, and donor‑in‑spirit donor families following donation, including providing resources, updates and connection opportunities, along with identifying and remedying post‑donation issues, cultivating readiness to share their stories and fortifying lifelong relationship with Gift of Hope.

This role is well suited for individuals with a social work, counseling, grief or bereavement background.

• Medical, dental, vision, disability and life insurance options for full‑time employees
• Generous Paid Time Off (PTO) plan
• 403(b) retirement plan with company match
• Tuition Reimbursement up to the IRS‑allowed maximum
• Personalized learning and educational development opportunities
• Monthly cell phone and internet stipends
• Paid Parental Leave
• Annual Employer‑funded Lifestyle Spending Accounts to support wellness needs
• Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP) and our partnership with Critical Incident Stress Consultants (CISC)

• Advance Gift of Hope's mission, vision and core values: providing compassionate service, contributing to outstanding teams and engaging as one of our passionate people committed to a positive culture that respects the dignity and worth of each individual. Adhere to all policies and procedures in carrying out the responsibilities of this position.
• Connect with organ, tissue, and donor‑in‑spirit donor families in assigned geographical areas
  • Create, plan, and implement in‑person Donor Family Services events, including donor family/recipient meetings;
    Memory Box Building events, Legacy & Loved Ones events, tributes, memory‑making opportunities, and hospital events
  • Adaptable and thrives in a dynamic environment with shifting priorities, frequent process updates, and evolving objectives.
  • Must be comfortable with ambiguity and able to navigate and succeed in a dynamic, ever‑changing field
  • Analyze and use critical thinking to navigate situations with incomplete or unclear information
• Support donor families through response to their inquiries and collaborate with the Senior Specialists to assess the best plan of care
  • Manage difficult, potentially emotionally charged, conversations with empathy and compassion
• Encourage & facilitate communication between donor family members and recipients by following up with the correspondence
  • Investigate and respond to donor family inquiries, compliments and complaints, through the survey process, in collaboration with the Senior Specialists
  • Monitor, maintain, support and interact with donor families through the virtual Donor Family Support Group by providing resources and content
  • Collaborate and cultivate relationships with internal and external partners to facilitate opportunities for sharing donor family and recipient stories to engage the community and external partners
• Gather recipient information and encourage and facilitate communication with transplant center coordinators
• Enter clear and complete documentation for every interaction with donor families, hospital staff, and others in donor record in iTransplant
• Build and run donor family reports as needed
• Access, interpret, and implement next steps derived from Donor Family Survey comments
• Generate original letters and letters from templates
• Adhere to organizational and departmental policies and procedures, and guidelines set forth by AATB, AOPO, and OPTN
• Other duties as assigned

• Bachelor’s degree in social services, allied healthcare, or a related field, or equivalent work experience

• 3–5 years’ experience in patient relations, social services, hospice, grief/bereavement, or a related field
• Comfort and confidence in the presence of emotional distress and death
• Bilingual a plus
• Strong organizational skills and attention to detail
• Effective oral and written communication skills
• Ability to display empathetic listening skills and problem‑solving techniques to effectively respond to each family’s concerns or situations
• Problem‑solving skills

• Ability to lift and move 30 pounds