Manager, Workup

POSITION SUMMARY:  
This position is responsible for the leadership and direction of the Donor Services Workup staff to ensure the safe and timely processing of selected donors through donor qualification, collection, and recovery. The Manager, Workup proactively finds new ways to help team members work collaboratively across functions, departments and/or other groups, helping to remove any barriers to service. They establish appropriate performance expectations to ensure staff understand their role and accountabilities and coach the team accordingly to drive high performance. This position supports a positive performance-based culture designed to meet NMDP goals. This includes driving alignment to regulatory compliance and making recommendations to NMDP performance improvement standards, policies, and procedures. This position also plays an important role in contributing to the Donor Services strategic and operational development in conjunction with department leadership.

ACCOUNTABILITIES:  
Team and Operational Functions Leadership:
•    Hires, trains, supervises, mentors, and evaluates the performance of the workup staff.
•    Leads the day-to-day operations related to donor management and manages appropriate workload distribution among assigned staff.
•    Delivers goal achievement initiatives for the Workup Specialists including weekly and monthly monitoring of team and individual performance in donor availability, donation timeliness, donor experience, and quality using defined metrics.
•    Supports and guides employee learning and development, including coaching staff, providing regular feedback, and delivering performance evaluations.
•    Troubleshoots problems with donors and vendor partners, intervening when necessary to facilitate positive results.
•    Leads staff in providing customer service to donors and external stakeholders who interact with the donor management team.
•    Manages, monitors, and evaluates performance data and reports routinely.
•    Identifies opportunities for standardization and delivers efficiencies of work across team and individuals, while delivering change control to support Donor Services business.
•    Administers recognition of achieved performance and employee engagement initiatives.
•    Develops focused agendas and delivers routine team and individual staff meetings.
    
Continuous Improvement Standards:
•    Creates and promotes a culture of quality assurance and optimum performance.
•    Implements Continuous Improvement strategies for customer service to donors, Case Management, Transplant Centers, and other critical stakeholders.
•    Advises and supports the Donor Quality, including use of call coaching, file review and Competency Assessments.
•    Analyzes, defines, maintains and/or modifies donor processes to identity opportunities for operational efficiencies.
•    Achieves and maintains operational understanding of business software through recommending changes and working with upgrades.
•    Resolves operational, clinical, and technical issues related to donor management.
•    May be asked to write, review, or provide input to NMDP SOP policies and procedures.

Quality and Regulatory Compliance:
•    Meets or exceeds all regulatory compliance requirements by employee.
•    Maintains a culture that ensures quality and regulatory compliance by leader and team.
•    Participates in internal and external audits at Donor Services sites, including donor chart and record review as required for lot release process.
•    Adheres to company policy and governmental regulations pertaining to assigned functions and staff.

General Accountabilities:
•    Is a member of Operations, Donor Services Management team and serves as a resource to Director, Senior Manager, and Manager.
•    Participates in cross functional teams and project ideation and facilitation.
•    Provides input on budget and staff forecasting for functional area.
•    Works with department leaders and staff to identify and communicate new business opportunities, strengthen relationships with existing vendors and partners including, apheresis centers/collection centers, phlebotomy, filgrastim, and third-party physical examination providers.
•    Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations, outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws. 
•    Adheres to OSHA guidelines as applicable.
•    Other duties as assigned.

REQUIRED QUALIFICATIONS: 
Knowledge of:
•    Knowledge of project management principles and budget administration; Demonstrated skill to guide and provide constructive feedback to professionals. 
•    Operational knowledge of the NMDP and its affiliated network centers is preferred.

Ability to:
•    Demonstrate skill in team building, mentoring, and coaching.
•    Lead and manage high performing teams.
•    Demonstrate business management experience including the ability to implement quality systems, records management, and organizational efficiency.
•    Provide change management and leadership in a fast-paced environment.
•    Demonstrate intermediate computer skills including Microsoft Office software including Word, Excel, and Internet use.
•    Exhibit advanced oral and written communication skills, proven public speaking or presentation skills along with excellent customer service.
•    Be available for possible occasional overnight/out of town travel and flexibility to work outside of core business hours (evenings, weekends, and some holidays) is necessary. 
        

Education and/or Experience:
•    Bachelor’s degree in a health-related field. Upon evaluation, equivalent related experience and/or education in addition to the required experience outlined below may be substituted for the degree requirement.    
•    3-5 years of leadership experience with a minimum of 3 years’ experience leading a team in a donor center, hospital, blood center, clinical setting. Upon evaluation three years’ experience in another relevant NMDP position may be substituted.
•    Experience that required organization operational management, management and development of business processes and procedures, or management of an organization’s work on behalf of larger program.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
•    Experience working in a regulated environment strongly preferred.
•    Combination of demonstrated program leadership and people leadership.