Donation Outreach Coordinator

Position Title: Donation Outreach Coordinator

Location: Remote

Department: Donor Center

Job Type: Full-Time

Clinical Classification: Non-Clinical

Shift: Varies, Overtime as needed;
Essential Personnel

Life Net Health is searching for talented individuals who will embrace our mission of saving lives, restoring health, and giving hope.

Life Net Health, headquartered in Virginia Beach, Virginia, is the largest nonprofit organ procurement organization (OPO) and tissue processor in the United States, as well as a leading innovator in tissue engineering and regenerative medicine. Our goal is to improve the quality of human life through the provision of organs, tissues and cells for transplantation; to provide innovation in the fields of bio-implants, regenerative medicine and research;

and, to serve the community with educational and support services that enhance the donation process. Life Net Health has over 1200 employees and has a growing global presence.

How you will contribute to Life Net Health's success:

The Donation Outreach Coordinator provides grief support to potential donor families while also advocating for donation via phone calls. Initiates contact with the legal next of kin according to the UAGA hierarchy and leads a supportive discussion and interview process regarding donation. Processes referrals from multiple partners/sources in a timely manner with a focus on quality client service and attention to detail.

Collaborates with internal/external partners to prioritize all donation opportunities through clear and concise communication on next steps in the donation continuum. Triages calls by urgency and routes to appropriate coordinator and provides excellent customer service.

• Donation and Grief Support:
  Works empathetically, compassionately, and professionally with families in crisis and advocates for donation (eye/tissue/research/education). Approaches for donation opportunities telephonically and obtains authorization in alignment with goals and expectations. Effectively completes required paperwork without error (e.g. Authorization/ Disclosure/ DRAI/ adjunct forms, etc.). Completes a thorough and conscientious Donor Risk Assessment Interview (DRAI) with the most appropriate historian. Follows all communication protocols to ensure effective and professional interactions with internal and external stakeholders including but not limited to funeral homes, eye banks, medical examiners, donor families, and hospital partners.
  
  Utilizes telephonic and electronic means for effective communication.
• Donor Referrals and Donor Evaluation:
  Supports department initiatives and tasks by addressing donation opportunities via referrals from multiple partners either electronically or by phone. Actively pursues confirmation of registry status in Donate Life databases, maintains electronic medical record (EMR) access to participating hospitals and accurately evaluates potential donors prior to donation conversation, and quality checks utilizing recordings of legal documents. Collaborates with key internal and external partners to ensure a positive customer service experience.
• Triage and Escalations:
  Assesses incoming calls and electronic communication from internal/external partners. Prioritize based on urgency and either addresses as able or follows proper transfer protocol to daily task owner.

• High School Diplom a/GED or Associates Degree (Psychology, Social Science, Human Services, Humanities)
• 3 years (with High School Diploma/GED) experience working with families through counseling, bereavement and/or crisis intervention OR 1 year with Associate Degree - Experience with donation approach experience in an OPO/Tissue environment.

• 2 years experience working in degree field in supportive services such as Social Work, Counseling, Death Doula, Counseling (crisis or bereavement), or Palliative Care OR 2 years experience as an EMT, Corpsman, ER/ICU tech or equivalent experience, or dispatch for emergency services

• Communication
  
  Skills:
  
  Excellent verbal and written communication skills; ability to communicate and build relationships with all professionals at various levels within the organization. Communication with key stakeholders including couriers, key internal and external partners.
• Critical Thinking/Decision Making:
  Ability to review and interpret complex procedures, practices, and policies real-time while applying to each unique potential donation opportunity. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Interpersonal
  
  Skills:
  
  Possesses a strong skill set in emotional intelligence including emotional awareness, self-regulation, empathy, and effective relationship building.
• Data Entry and Typing:
  Ability to listen and efficiently type critical data points into multiple electronic platforms (e.g. Donor Management System,…