Donation Outreach Coordinator (PM Shift)

Donation Outreach Coordinator (REMOTE)

Location: Remote

Department: Donor Center

Job Type: Full-Time

Clinical Classification: Non-Clinical

Shift: Varies (6:00PM - 6:45AM), Overtime as needed; Essential Personnel

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

LifeNet 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.  LifeNet Health has over 1200 employees and has a growing global presence.

How you will contribute to LifeNet 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.

What you’ll do:

• 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.

What you’ll bring (Minimum Requirements):

• High School Diploma/GED or Associate’s 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.

Preferred

• 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

These would be nice too (Knowledge Skills and Abilities):

• 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, Donate Life Registry websites, SAP, external partner order entry platforms, etc.). Proficient typing skills of 40 words a minute.
• Proficient in MS Office: Word, Excel, Microsoft Suite, PowerPoint, and Teams
• Technology and Virtual Competency: Ability to easily navigate basic troubleshooting and operations of all provided technology including but not limited to laptops, cell phones, online data management platforms, multi-factor authentication systems, and software associated with day-to-day functions.
• Attention to Detail: Able to perform tasks thoroughly and with care; checks work to ensure high degree of accuracy/completeness and early/on-time delivery.
• Teamwork: Demonstrates effective collaboration with internal/external teams through effective communication, proactive approach to problem-solving, adept at contributing to workflows seamlessly to achieve collective success.
• Time Management: Able to prioritize multiple, competing priorities and manage time/workload. Demonstrated ability to effectively prioritize and juggle multiple time sensitive projects, multi-task, identify project interdependencies and potential risks/pitfalls.

Why work at LifeNet Health?

We have a fierce drive for our mission of Saving Lives, Restoring Health, and Giving Hope. You won’t find another company with a culture as strong as ours.

• 403(b) and Profit-Sharing Plan
• Affordable medical, dental, and vision coverage
• Corporate-sponsored events 
• Work-life balance with generous paid time off to include vacation time, sick days, and paid holidays
  • 18 vacation days
  • 9 sick days
  • 7 paid holidays
  • 2 floating holidays
• Tuition reimbursement
• Personal career, skill, and leadership development opportunities
• Wellness Program (gym reimbursement, monthly wellness seminars, mental health toolkit, financial resources, and much more)
• Employee Assistance Program (EAP) for employees and members of their household
• Dedicated and passionate co-workers

SALARY: $22.40 - $46.67/hour*

The pay rate for the successful candidate for this remote role will depend on the candidate’s qualifications, prior experience, and geographical location. The pay range for this position is $22.40 hourly (entry-level qualifications) to $46.67 hourly (experienced in this role). This position is also eligible for an annual bonus based on certain criteria being met. Actual compensation may be higher based on the successful candidate’s knowledge and experience.

*For candidates who reside in Washington state, the pay range for this position is $22.40 hourly – $46.67 hourly.

All benefits are subject to eligibility requirements and LifeNet Health reserves the right to modify or change these benefits programs at any time, with or without notice, unless otherwise required by law.  Further, nothing in this posting is intended to alter the “at will” relationship of a successful candidate and this posting does not constitute a specific promise.

LifeNet Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.