The Donor Services Center Director oversees daily operations of Gift of Life Michigan’s busy call center, providing direction to the Donor Services Center staff. The primary objective is to ensure the highest level of customer service to Gift of Life Michigan’s key customers and partners while achieving and maintaining a positive image that ensures that all contacts are handled appropriately and efficiently. The Director establishes and maintains practices that maximize tissue donation and facilitate organ allocation highly efficiently. The Director routinely analyzes performance data for the call center to identify opportunities for improvement. The Director ensures thorough orientation of all new employees, as well as annual competency checks, so excellent performance is maintained.
The Director ensures coverage and management support of the Donor Services Center 24 hours a day, 7 days a week, 365 days a year. The Director works closely with other clinical leadership to ensure Gift of Life Michigan’s core purpose is met through tissue donation and organ allocation.
Call center management experience is preferred. The incumbent should possess a bachelor’s degree, master’s degree highly preferred. He or she must have three years management experience, and knowledge of the practical application of health policy or similar experience. Experience managing in a healthcare setting and working with the public in a fast paced, clinical environment is required. He or she must have excellent initiative and problem solving skills, along with exceptional interpersonal and written communication skills.
Gift of Life Michigan, headquartered in Ann Arbor, is the state's only federally designated organ and tissue recovery program, providing all services necessary for organ donation to occur in Michigan. We’re a non-profit organization working 24 hours a day all over the state as a liaison between donors, hospitals and transplant centers.
Gift of Life was incorporated in 1971 by Michigan transplan...t surgeons to provide a network for sharing kidneys. Today, Gift of Life recovers more than 900 organs every year for transplantation from 300 or more donors, saving hundreds of lives. Bone, skin and other tissue also is recovered, helping to significantly improve the lives of thousands of seriously injured and sick recipients. Gift of Life also works with Eversight Michigan to manage cornea and eye donation.
In addition, Gift of Life maintains and grows the Michigan Organ Donor Registry in partnership with the Michigan Secretary of State. The registry is a confidential database of state residents who have expressed their desire to someday help others by becoming an organ, eye and tissue donor.