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Buffalo, New York, United States ConnectLife Full time

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation. A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives.

Director of Donor Referral Services

Job Summary

Responsible for the overall management and operations of the Donor Referral Center. Oversee the referral and authorization process, and all related operations. Promote an environment of continuous performance improvement to assure that the mission and vision statements of ConnectLife are realized to the very best of the organization's ability.

Education Requirements:

  • Associate's degree in business administration or related field required,
  • Bachelor's degree preferred.

Experience:

  • 5 years of management/supervisory experience required.
  • Experience supervising call center required.
  • Experience with strategic goal setting and setting performance standards preferred.
  • Experience in healthcare or medical related field preferred.

Knowledge, Skills, and Abilities:

  • Medical terminology and/or familiarity with medical diagnosis, medical record review desired.
  • Team oriented approach to management is required with a strong philosophy of continuous quality improvement.
  • Strong leadership abilities with experience in delegating, conflict resolution, goal setting and budgeting.
  • Excellent interpersonal skills, written and verbal communication skills required, including communicating with diverse individuals and public speaking.
  • Proficiency in Microsoft Office and data entry required.
  • Must be able to think logically and have patience in making decisions and resolving conflicts.
  • Must be adaptable to change, detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.
  • Knowledge of data analysis and data management required.
  • Must be able to handle confidential information.

Essential Job Functions:

  • Responsible for overall management and oversight of all activities related to Donor Referral Center.

  • Communicates organizational needs, manages workflow of staff, and provides guidance and support as needed.

  • Addresses attendance, performance, and behavioral issues, provides counseling, disciplinary action and performance improvement plans as needed with guidance from the human resources department.

  • Continuously identify areas of inefficiency and evaluate current processes in order to best streamline referral and authorization processes.

  • Create and facilitate routine professional development activities for all Donor Referral Center employees to promote optimal skills, knowledge, teamwork, a commitment to quality, and the delivery of the highest level of customer service possible.

  • Recommend, implement, and coordinate performance improvement activities as they relate to Donor Referral Center activities with a constant goal of identifying opportunities to strengthen the existing program.

  • Serve as a mentor and leader to employees to promote professional growth, ethical conduct, a commitment to quality, integrity, and a high level of customer service, by leading by example and promoting a team environment.

  • Oversee and assist with all tasks as necessary, as they relate to Donor Referral Center objectives, including incoming and outgoing calls, daily referrals, shift liaison duties, evaluation of information for donor suitability and participation in Administrator-On-Call (AOC) duties.

  • Access, and monitor performance metric data and reports to ensure accuracy and identify trends and areas for improvement.

  • Formulate, implement, and maintain a comprehensive training program that incorporates orientation, ongoing, remedial, and annual training for all designated new and current Donor Referral staff. Maintain training files for all Donor Referral Staff.

  • Build and strengthen external relationships by participating in development activities structured to promote increased donation activities in the areas of organ, eye, and tissue donations.

  • Investigate and secure non-traditional referral sources, including but not limited to funeral homes, medical examiners/coroners, etc.

  • Oversee and monitor recorded calls, including review and audit on an as needed basis to ensure relational needs are being met with the authorizing persons, and all partners.

  • Works in partnership with the department leadership team to prevent and resolve any and all cross functional issues.

  • Assure strict compliance with all applicable regulations, standards, and procedures: local, state, federal, OSHA, EBAA and AATB.

  • Participate in regulatory and accrediting agency inspections/audits, as needed.

  • Ensure the maintenance and quality control of the EMR systems in terms of availability and access to needed information. Maintain reports for accuracy, completeness, and compliance.

  • Make a proactive effort to stay informed and up to date regarding policies, procedures, and regulatory requirements.

What We Offer

  • Health Insurance
  • Employer Sponsored Dental & Vision insurance
  • Employer Sponsored Life insurance
  • Paid vacation & sick time on an accrual basis beginning on day 1
  • 401(k) after one year of service with 3% employer contribution
  • Employee Referral Bonuses
  • Mileage Reimbursement
  • Pet insurance
  • And more