Tissue Authorization Specialist

Overview:

This position is well suited to individuals with healthcare call center experience who are compassionate and comfortable talking with families in bereavement.  

Gift of Hope is dedicated to coordinating organ and tissue donation in the northern three-quarters of Illinois and NW Indiana. Our goal is to provide the highest quality service to families and hospitals as we strive to fulfill our mission of saving and enhancing the lives of as many people as possible through organ and tissue donation.

The Tissue Authorization Specialist contacts family members of potential tissue and/or eye donors to request authorization of tissue donation and to conduct medical/social history (UDRAI) interviews.

Location based compensation ranging from: $53,000 - $70,000

NOTE: After the initial training period of approximately 3 months on days, this is a mid shift position (12 PM - 12 AM) with a fixed schedule that will be every Wednesday, Thursday and Friday, and every other Saturday.

The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

• 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 embraces diversity, equity, inclusion and belonging. Adhere to all policies and procedures in carrying out the responsibilities of this position.
• Acquire and manage confidential records, and ensure that information is protected according to all standards, regulations, and policies
• Compassionately advocate for authorization of donation and honor the wishes of registered donors, by providing information to legal next of kin by phone
• Conduct and obtain telephone authorization from potential donor families for tissue and eye donation; complete necessary paperwork accurately
• Conduct thorough UDRAI interviews according to protocol and with appropriate understanding of donation criteria; complete necessary paperwork accurately
• Validate tissue and eye referrals for eligibility prior to approach and during/after completion of UDRAI; forward appropriate referrals to eye banks in accordance with established protocols
• Update relevant  stakeholders on the status of referrals in a timely manner
• Communicate accurate referral information with the appropriate supervisor, administrator on call, logistics personnel, and/or partner organization(s)
• Maintain regularly established authorization goals that align with the organization’s strategic goals
• Successful completion of routine competency evaluations is required for this position
• Other duties as assigned

Education and Training Required

The following identifies the minimum education and training required to perform the essential functions of the job:

• Associate’s degree preferred, or equivalent work experience

Experience and Skills Required

The following indicates the minimum skills and experience required to perform the essential functions of the job:

• Working knowledge of medical terminology
• Ability to display empathetic listening skills and problem-solving techniques to effectively anticipate and respond to each family’s objections or concerns
• Ability to express empathy and gain authorization for tissue donation in potentially emotional situations
• Ability to make sound clinical assessments in a high pressure environment
• Ability to stay focused in an environment that has constant activity
• Ability to maintain a positive and professional manner and to provide excellent customer service when dealing with all Gift of Hope partners and families

• Excellent verbal and written communication skills
• Consistent demonstration of attention to detail, precision, accuracy, and a sense of urgency to ensure pertinent data about donors is collected, recorded, and reviewed accurately
• Comfort and confidence in the presence of emotional distress and death
• Basic computer and Microsoft Office skills, including the ability to simultaneously: type and talk, manage multiple electronic chat conversations and referrals, navigate multiple systems and programs, and perform basic troubleshooting
• Ability to practice with a high degree of autonomy and utilize all available resources to problem solve
• Excellent prioritization skills and ability to effectively manage multiple tasks with strict deadlines
• Ability to work collaboratively and respectfully with internal stakeholders and partner organizations

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to function in a normal office environment
• Ability to remain stationary for extended periods
• Ability to work outside normal business hours, including weekends and holidays
• Ability to work four 12-hour shifts per week or other hours as assigned
• Ability to attend meetings or trainings that may fall outside of scheduled work days
• Ability to hear, comprehend clinical information, and speak clearly to document and convey information accurately
• Ability to wear an approved headset for the duration of scheduled shifts
• Ability to input data into a computer accurately and quickly while talking on the phone, performed repeatedly and frequently during scheduled shifts
• Ability to cope with highly charged emotional people and situations and work quickly and accurately, within limited timeframes

Work Environment

The work environment characteristics described here are representative of those that will be encountered by an employee while performing the essential functions of the job

• Open office environment and/or private home office setting without noises or distractions, which must be HIPAA compliant
• Ability to be flexible with shift schedule and at times work beyond scheduled shift to meet the demands of tissue donation
• Telephone conversations lasting up to one hour or more
• Highly regulated environment with frequent changes to policies and protocols that require strict adherence
• Ability to work scheduled shifts despite weather or environmental conditions. This position is considered essential to daily operations of the organization in a 24-hour call center that does not close.
• Use of personal cell phone and personal internet (if applicable) for work. Personal internet must meet minimum speed requirements and may require ethernet connection (not Wi-Fi.) Monthly cell phone and internet stipend available.

The policy of Gift of Hope Organ and Tissue Donor Network is to promote equal employment opportunity through a positive and continuous program of specific practices designed to ensure the full realization of equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran designated under the Vietnam Era Veterans' Readjustment Assistance Act, as amended (VEVRAA).  This reaffirms our commitment to this policy.