Position Purpose The Donor Services Manager oversees the Donor Service Center to include direct management, training, and day to day operations of the department as well as direct supervision of the Donor Service Coordinators and Team Leaders. In addition to having a working knowledge of the call center industry, the Donor Services Manager understands the eye banking industry and should have working knowledge of the donor service center procedures and daily operations.
The manager executes policy created by Directors and keeps their supervisor informed of events in their area of responsibility. The manager ensures the department supports LEITTR’s Quality program and is in compliance with FDA, EBAA, and other state and/or federal regulatory bodies.
Essentials Duties and Responsibilities
Oversee the Donor Center to include the direct management of staff including but not limited too:
Advisees on final selection in the hiring of Donor Center personnel;
Staffing and training g according to the needs of the Donor Center;
Conducting periodic c performance reviews and annual performance evaluations with Donor Center Staff;
Administration of corrective action to Team Leaders and Donor Services Coordinators as needed;
Overseeing shift activities and prioritizing as appropriate;
With guidance from their supervisor and in cooperation with other LEITR Directors, sets and manages procedures and systems to process referrals to include: the receipt and handling of new referrals and consent approaches;
Work in coordination with Direct of Quality & Regulatory Affairs and the Ocular Services leadership team to set and manage internal quality c controls measuring donor center performance, effectiveness and efficiency, providing coaching and feedback on a weekly basis;
Manage the Donor Center processes and evaluate results. This w ill including providing the Director of Ocular Services comprehensive reports regarding the Donor Center statistics in relation to thee organization’s goals, making appropriate recommendations for continuous improvement;
Direct the Donor Center Staff ensuring the efficiency and timeliness of referral l processing and the smooth operation of the Donor Center on a day to day basis;
Responsible for analysis of process related to the referral process including case handling times inn relation to death to preservation, workload distribution and internal quality of Donor Center referrals providing timely and accurate reports that encompass a concise snap shot of the Donor Center including but not limited to:
Staffing scheduling and adherence
Call Center production
Call Center quality and efficiency
Donor Recovery Statistics
Interacts with other transplant agencies and inter?department directors on do nor or tissue related issues;
Make every effort to stay informed of industry standards and regulations as related to donor or tissue related issues and regulatory compliance;
May function as a Donor Services Coordinator to include but limited to obtaining consent from next of kin or Medical Social History for the processing of incoming referrals from agencies and/or other partners.
Reviews consent cases daily for proper procurement
Ensures all new Donor Center staff and/or existing is trained in a timely fashion on an ongoing basis;
Ensures referrals have been pursued as soon as they are received;
Reviews training checklists for efficient follow through and completion;
Must serve on “On Call” rotation;
Performs other duties and completes projects as requested by management.
Knowledge, Skills, Ability
Demonstrate exceptional c customer service, organizational skills, and multitasking skills;
Ability to interact with co?workers with in and outside of the department as well as outside agencies;
Ability to receive and provide constructive feedback in a respectful manner to and from peers and/or management;
Ability to effectively prioritize shifting activities and planning goals;
Detail oriented and ability to maintain focus;
Adaptability too change;
Possess basic computer skills;
Must read and write English;
Knowledge of medical and ophthalmic terminology a plus;
Ability to cope with issues pertaining to death is essential;
Be a self?starter and perform m work independently;
Time management skills;
Must have or obtain a Hepatitis B vaccination;
Must be able to take their fair share of calls, cover weekends and holidays as needed;
Education and Experience Bachelor’s degree in a related field and a minimum of four years managerial experience is required.. Three to five years’ experience in Medical industry, Organ / Tissue or Eye donation or Call Center management is preferred. Five to teen years’ experience in Medical industry, Organ / Tissue or Eye managing a call center may be substituted for education.
Work Environment The work environment described here are representative of those employee encounters while performing the essential functions of the job. While performing the duties of the job, the employee is exposed to a laboratory?like environment and office like?environment. The noise level is usually low. Open discussions about donor health and circumstances of death occur throughout thee day. Equipment required for this position include butt are not limited to, sterile supplies that may contain latex, surgical gloves and sterile at ire, standard office space and equipment, standard PC equipment and printers, and telephone and/or headset.
Physical Demands The physical demands representative of those that must be met by an employee to successfully perform the essential functions of this job include but are not limited to regularly required to sit, stand, talk,, see and hear; needing to possess conversational hearing, with or without aid, as well as adequate vision; required to possess dexterity to operate standard office equipment; occasionally required to lift 40 pounds or more. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
About Lions Eye Institute for Transplant & Research, Inc.
Lions Eye Institute for Transplant and Research (LEITR), a non-profit organization, is leading the worldwide fight against blinding eye disease through our unique model — uniting the world’s largest Eye Bank, our cutting-edge Ocular Research Center, and our Foundation together to create the leading institution for ocular science. We are the first and only combined eye bank and ocular research cent...er in the world — empowering researchers to conduct real-time studies of healthy and diseased ocular tissue leading to a greater understanding of the events that lead to blindness. LEITR’s corporate headquarters is located in historic Ybor City, right in the heart of Tampa, FL. LEITR is committed to its employees and believes its employees are the key to its success. LEITRs generous employee benefit options include Medical, Dental, Vision, Life, STD, LTD, Flexible Spending Accounts, Retirement Plans, Paid Holidays, Paid Time Off and more.