Department: Donation Support Center

Reports To: Vice President, Tissue Operations (VTO)

FLSA Status: Exempt

Direct Reports: Refer to Organizational Chart

Safety Sensitive Position

OSHA Risk Category: 2

Job Summary/Scope

The Manager, Donation Support Center (MDSC) is responsible for the day-to-day operations and oversight of the Donation Support Center staff at Southern Legacy of Life (SLL). The MDSC will provide operational leadership for the development of the SLL Donation Support Center (DSC).  This position will ensure consistent communication between the DSC staff and other SLL departments.  MDSC will also be responsible for ensuring that staff are up to date with the required education and training.  In this position, the manager must supervise the Donation Support Center Coordinators and generate reports relevant to their duties.  This position is dedicated to achieving the objectives of (1) maximizing organ, tissue, and eye donation, (2) providing the utmost care and support to potential donor families, (3) fostering a learning atmosphere through education and communication of donation information, and (4) promoting staff engagement, including wellness initiatives. 

This position requires a high degree of autonomy, including self-scheduling of work time and activities, assisting in developing program policies and objectives, and providing written reports to SLL leadership.

Essential Functions

1. Responsible for the supervision of direct reports.

     a. Communicate job expectations, planning, monitoring, coaching, counseling, and appraising job results.  

     b. Monitor and approve staff time records and overtime requests, and ensure costs are within designated budget. 

2. Follow and enforce systems, including Standard Operating Procedures. 

3. Maintain the essential functions, including knowledge, skills, and abilities of direct reports.

     a. Take DSC shifts as staffing or business necessities.  

4. Donation Support Center Education:

     a. Responsible for creating and updating the DSC training program.  Provides direct training on data entry into the Electronic Donor Record (EDR), taking referrals from potential donors, screening potential donors, including proper documentation of authorization, and donor risk assessment for tissue donors. 

     b. Responsible for maintaining all documentation related to certifying that training standards have been met by the Donation Support Coordinators.

     c. Monitor Quality Assurance (QA) indicators related to the DSC and follow up on deficient areas with the development of corrective action plans.  Consult Tissue Recovery to ensure a QA program that fully documents all activities related to the donation process. 

     d. Identify the personal educational needs of DSC and seek appropriate educational sources.  Document proficiency through satisfactory performance in accordance with the standards of SLL, AATB, and the FDA.

     e. Provide appropriate instruction for healthcare professionals and the public regarding the referral and screening process related to their duties

5. Responsible for the preparation and publishing of the monthly Donation Support Center staff work schedule.

6. Responsible for creating an environment to maintain positive relationships with internal/external business partners.

7. Ensure compliance with contracts affecting the DSC.

8. Responsible for ensuring follow-through and follow-up of process improvement efforts and preventative/corrective actions, including creating training, guidance documents, and/or SOP revisions. 

Secondary Functions

1. Electronic Donor Record data entry as necessary.

2. Promotes and fosters wellness and resilience with DSC staff. 

Management Essential Functions

1. Ensure implementation of strategic goals as they relate to the department.

2. Responsible for preparing and monitoring departmental budget.

     a. Collaborate with Finance regarding departmental fiscal responsibility.

     b. Ensure staff documentation completion and accuracy.    

3. Responsible for oversight, compliance, and monitoring of contractual agreements under the area of responsibility.

     a.        Authorized to negotiate contractual terms and request competitive quotes in accordance with financial policies on behalf of the organization.

4. Develop, track, and report Key Performance Indicators (KPI), departmental Continuous Quality Improvement (CQI) goals, and monthly statistics utilizing techniques to test improvement efforts.

     a. Present CQI departmental goals to the CQI committee.

5. Promotion of staff engagement, including wellness initiatives.

6. Present departmental reports to Executive Leadership, Senior Leadership, and/or Board of Directors, as required.

7. Expected to serve as spokesperson at public events as it relates to your area of responsibility. 

8. Collaborate with the Quality Systems Department to ensure policies and practices follow Standard Operating Procedures and comply with accreditation, certification, and regulatory agencies.

9. Responsible for writing, revising, editing, and proofreading job descriptions, SOPs, and related departmental documents.

10. Responsible for cooperative management with other managers at SLL to ensure that tasks and responsibilities of direct reports are completed in a timely and efficient manner.

11. Responsible for interviewing, hiring, orientation, counseling, discipline, and separation of direct report(s).

     a. Conduct annual evaluations, monitor professional development, and assess annual competencies for direct report(s).

     b. With the approval of the division head, serves on national committees.

Organizational Expectations

1. Maintain regular and punctual attendance at the assigned work location.

     a. Accurately document timekeeping records.

2. Complete and maintain appropriate documentation in a timely and thorough manner, including activities.  Examples include training documentation, mileage, expenses, electronic schedule of SLL events, and other forms.

     a. Proof work for accuracy and completeness.  

3. Exhibit and model SLL’s conduct standards, mission, and organizational clarity (core purpose, core values, business definition, and strategic anchors) in all job functions and interactions, both internal and external to SLL.  

     a. Utilize the SLL strategic anchors: Creating a Culture of Donation, Financially Sound Quality, and Diversity, Equity, Inclusion, and Belonging (DEIB) during work activities and in the decision-making process.

4. Attendance at staff meetings, training programs, and/or in-service meetings, as required.

5. Demonstrate professional appearance, behavior, and standards in all business dealings and interactions. 

6. Demonstrate professional conduct and behavior reflective of SLL’s respect, honor, admiration, and reverence for the donor and donor family.

7. Foster effective relationships with client representatives.

8. With the approval of the division head, serves on national committees.

9. Perform other duties as assigned.

Potential Risk Factors:

1. Risk Exposure to Blood/Body Fluids: While performing some essential functions of your position, you may be exposed to blood or body fluids.  Established procedures identify the appropriate personal protective measures that you should use when performing essential functions of your position.  The safety program will provide you with the appropriate procedures and guidelines in which you should perform the essential duties of your job.  If you need additional training or resources, please see your supervisor or the Safety Officer.

2. Physical Requirements: See the Analysis of Work Demands section of this job description.

3. Competency Evaluation: Competency evaluations are required for this position.  Your supervisor will notify you when your evaluation is to be conducted.

4. Training: You may need additional training to better understand the performance requirements of your essential job functions.  Training classes are available and can be requested and/or assigned.  Your attendance at such classes is mandatory.

Work Environment

1. Works in normal office environment.

2. Required to carry a cellular telephone for business purposes.

3. Infrequent travel is required by personal vehicle to fulfill the duties and responsibilities of the position.   

4. May require travel by commercial or chartered aircraft.

5. Non-smoking office.

Work Hours

SLL is a 24/7 operation, and this position will require working various shifts. Must be available evenings, holidays, and weekends as required.

Minimum Job Requirements

1. Bachelor’s degree in fields such as management, behavioral sciences, or nursing, and two (2) years of supervisory experience. 

2. Preferred qualifications: Five (5) years of experience working in a call center and two (2) years of supervisory experience.

3. Possess strong organizational, communication, and interpersonal skills.

4. The ability to practice with a high degree of autonomy in a self-directed manner demonstrates innovation and creativity.

5. Possess the ability to work collaboratively within an interdisciplinary team.

6. Consistent demonstration of attention to detail, precision, accuracy, and customer satisfaction.

7. Possess strong prioritization skills and the ability to effectively manage multiple projects and tasks.

8. Ability to utilize general office equipment, software, and must be proficient in Microsoft Office Suite.

Security Requirements

This position is responsible for acquiring and managing confidential records and ensuring that information is protected in accordance with recognized standards and regulations for maintaining patient records.