Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research.
At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.
GENERAL JOB FUNCTION
The Supervisor of Operations Center is integral to providing leadership and continuity of service to all donor families and hospital partners in a 24x7x365 operations center that receives referrals; screens potential organ and tissue donors with referral facilities; approaches families to offer the option of donation, and coordinates all logistics involved in the donation process. The Supervisor of Operations Center is responsible for planning, developing, implementing, and evaluating the operations team in areas of organ and tissue allocation and utilization, authorization, customer service, clinical and physiological intellect. He/she is responsible for assisting and providing personnel management, including but not limited to: recruitment, succession planning, performance reviews, time and attendance reporting, training and call schedule support. He/she provides input into policy development, process improvement, and other organizational decisions.
JOB DUTIES AND RESPONSIBILITIES
Daily Recovery Services Oversight
Provides daily oversight of organ and tissue activities in order to ensure referrals, authorization, allocation, recovery coordination, and graft utilization meet regulatory requirements, maintain consistent high organizational standards, as well as provide excellent service to donor hospital staff, donor families, transplant centers, and transplant recipients.
Works to ensure optimal staffing at all times by serving as an active supervisor, which includes routine frontline shifts and backup support during increased activity levels.
Acts as a resource to Operations Center staff by providing ad hoc assistance on daily organ and tissue activity to ensure donation is maximized and frontline workloads are manageable. Required supervision coverage includes days, nights, weekends, and holidays.
Provides support, assistance, and resources to DNW management team and Medical Directors.
Encourages and supports research projects that are undertaken by DNW.
Supports the work of the Administrator-on-Call (AOC) & Clinical Operations Manager (COM) by providing consistent first-line advice and counsel for issues related to organ and tissue operations and recovery.
Participates in the development, implementation and updating of DNW policies and procedures as they relate to both organ and tissue operations
Tracks and trends performance improvement metrics within the department, and, in conjunction with the Operations Manager, implements strategies to improve overall efficiency and performance.
Implements and monitors initiatives to increase overall productivity and output of the Operations Center.
Ensures that operational documentation such as referrals, screenings, authorizations, case coordination, and medical social history questionnaires are documented in accordance with DNW and partner SOP’s and industry standards/expectations.
Participates in the development of the strategic plan and effectively implements strategies within the Operations Center
Activates the occurrence reporting system, investigates and performs root cause analyses, as necessary.
Implements strategies to increase communication, develop trust and intra-departmental collaboration; works to integrate frontline talent.
In conjunction with:
Medical Director, AOC, COM, and Regional Teams, participates in donor suitability discussions and assesses cases for challenges and anticipated outcomes.
Educators, participates in and evaluates the effectiveness of professional education activities related to improving the authorization process, performance improvement, process improvement and implements strategies to increase graft utilization and customer satisfaction.
Operations and Recovery Leadership, reviews organ and tissue suitability, allocation and recovery activity to identify successful areas and develops action plans to address opportunities for improvement.
Process Improvement Department, identifies actual and potential obstacles: collects and analyzes data, establishes facts and draws valid conclusions. Works to implement needed changes and monitors for effectiveness.
Talent Development and Succession Planning
Creates and maintains a safe and confidential environment for direct reports.
Focuses on coaching staff and works to implement field assessments and annual competencies, to improve direct reports’ performance, provide continual feedback, and frontline support.
Consistently reviews and evaluates the effectiveness of the department training program, and works with Education Department to develop and implement any necessary changes.
Maintains a primary focus on recruitment, retention, and training of Operations Center staff; participates in hiring and interview processes. Collaborates with preceptors and new staff during orientation to ensure training needs of individual staff are met.
Maintains a focus on department-level succession planning. Implements strategies to maintain high level performance within team at all times.
Monitors and assesses for preceptor effectiveness. Models effective training for frontline preceptors by routinely working in a preceptor/trainer capacity.
Ability to counsel, evaluate, discipline, and recommend termination of personnel, if necessary.
Helps staff to identify and attain professional goals and objectives while focusing on retention and individual needs of frontline talent. Contributes to appropriate documentation of frontline talent development.
Participates in the facilitation of interdepartmental collaborative and cross-training/shadowing efforts.
External Facing Responsibilities
Possesses strong decision-making capabilities and excellent communication skills, with an ability to effectively engage with transplant surgeons, medical center personnel, donor family members, and Medical Advisory Board members on a regular basis.
In conjunction with the Medical Director and Vice President of Quality Systems, assists the Operations Center Manager in the oversight of Potential Disease Transmission reporting to UNOS, transplant centers, and tissue banks. Ensures additional testing is performed and reported and is responsible for adherence to regulatory requirements.
May function as liaison to outside contractors and vendors, at times taking a lead role in projects that DNW enters into.
Prepares and implements educational programs with Regional Teams to create awareness and facilitation of the donation process, as needed.
Assumes responsibility for presenting in-services, debriefings, and other educational forums to outside agencies as needed.
Maintains professional competence to provide leadership and consultative services to direct reports, transplant centers, hospital partners, tissue processors, and donor families.
Maintains current knowledge of national and local regulations and best practices in organ and tissue operations, including but not limited to authorization, recovery, allocation, and preservation policies.
Works to develop and maintain active membership in professional associations, participation at workshops, and seminars.
Possess the ability to speak on a national platform as expert in organ and tissue operations.
Performs other duties as assigned.
Highly organized and resourceful, with excellent written, verbal and presentation communications skills
Demonstrates tact, maturity, and professionalism in all points of contact. Builds and maintains positive relations within the Operations Department, throughout DNW, and outside of DNW. Represents DNW effectively in client situations and to the general public.
Possess a high degree of organization, ingenuity, ability to solve problems independently,
Works autonomously and takes decisive action in urgent situations to minimize adverse events that may negatively impact authorization, the supply of organ and tissue, and the safety of recipients.
Proven effective supervisory skills, managing team performance, exhibits motivational and leadership skills to engage staff to meet organizational goals.
Ability to adapt in order to rapidly problem-solve in the face of unforeseen challenges.
Makes efficient and effective use of own time. Sets and meets realistic deadlines. Attends and participates in departmental and organizational meetings.
Adheres to the principles of “customer service” in all aspects of the job. Supports fellow employees and others to further the achievement of DNW’s mission.
EDUCATION AND EXPERIENCE
Required Education: Degree in Biologic Sciences or equivalent degree/certification/diploma in an allied health field. Prior work experience within the donation industry may substitute for educational requirement.
Two to four years of experience working in organ or tissue procurement or transplantation with significant knowledge of all aspects of organ, eye and/or tissue banking. Education may partially substitute for experience requirement.
Prior supervisor experience and a proven ability to demonstrate a high level of effectiveness in goals achievement through skillful staff management strongly preferred.
Internal Number: N/A
About Donor Network West
Donor Network West saves and heals lives through organ and tissue donation. We honor and respect the donors and families we serve with compassionate care, and inspire our communities to donate life.
Our vision is to be the premier community resource for organ and tissue donation in our service area. We will provide excellent and compassionate support and service to the public and health care professionals who serve them in the hope that each person will choose to be a donor.
Who We Are
Donor Network West is proud to be the third largest federally designated organ procurement organization and one of the largest tissue recovery organizations in the nation. Donor Network West has connected donors’ gifts to those in need since 1987.
What We Do
Donor Network West works in close partnership with families, doctors, nurses, more than 500 funeral homes and 44 coroners and medical examiners to connect donors to recipients, because every donation is a generous, powerful gift that can save and heal the life of someone in need.