General Statement (Summary of duties & responsibilities):
The Manager of Tissue Call Center is responsible for day-to-day management of the Tissue Call Center. This role will also assist in directing the recruitment, development, and retention of department staff. The activities also include input into the orientation of new staff, as well as, any special projects which may be assigned.
Essential Job Functions:
Responsible for the management of the tissue authorization process. Ensures all legal and industry standards are met for screening, authorization and Donor Risk Assessment Interviews (DRAI).
Maintains working knowledge of the medical/legal/investigation processes to help trouble-shoot case logistics and ensure Tissue Donor Screeners are effectively communicating information to the processors and Tissue Recovery staff.
Assists in budget development for the Tissue Call Center.
Assists the Director, Tissue Services in developing standard tracking/trending reports on key department performance indicators (authorization rates, MRO rates, etc.), implements, and provides to senior leadership routinely and reviews with screening staff monthly.
Responsible for day-to-day management and leadership of Tissue Call Center staff which includes:Actively monitors referral activity, providing input for optimal strategies.
Working with the Director of Human Resources and senior management to recruit, select and hire qualified staff.
Participates in new employee orientation.
Prepares appropriate work assignments and schedules to ensure appropriate coverage.
Coaches and mentors Tissue Recovery Techs.
Initiates conflict resolution processes which includes employee counseling as needed.
Conducts annual performance assessments, and competency assessments.
Monitors and controls the time accounting of tissue services staff.
Submit and review time sheets, activity and expense reports.
Review and approve PTO requests.
Attends and reports on Southwest Transplant Alliance tissue recovery efforts at management meetings.
Ensures accuracy and completeness of documentation in EDR for referrals and department related case activity.
Reports screening occurrences/discrepancies to management and trains staff as needed.
Oversees scheduling, ensuring adequate coverage each day in alignment with organizational needs.
Assists in the development of operational standards, policies, and procedures of the department and other departments with which the services of the Tissue Donor Screeners overlaps.
Responsible for the development, oversight and implementation of the tissue screening training program to ensure screening staff are properly trained and competent to perform assigned duties and responsibilities.
Serve as Administrator on Call for the screening staff. Maintains an expert level knowledge of the screening, authorization, and recovery process as necessary to provide guidance and support to the Tissue Donor Screening staff.
Performs other duties as assigned.
Non-Essential Job Functions:
Note: These “non-essential job functions” represent job functions which the incumbent is responsible for performing. However, if necessary, these job functions could be performed by other personnel.
Promotes research and technology advances in the organization by staying current with trends in the industry, identifying opportunities and participates in research design.
Maintains and advances technical skills through professional education and training thereby increasing the effectiveness of tissue procurement operations.
Education and Work Experience Qualifications:
Bachelor’s degree in a health science related field or equivalent experience required.
Minimum of three years’ experience working in an OPO call center performing referral screening, family approach and Donor Risk Assessment Interview tasks required.
3 - 5 years management experience to include recruiting, training and supervising staff preferred.
Experience working with OPO call center software, to include, recording software, call hierarchy, and metrics driven aspects for performance measurements.
Certified Tissue Bank Specialist (CTBS) certification required.
Excellent communication skills required. Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly.
Proficient in MS office, including Word, Excel, and Power Point.
Ability to work both independently and as part of a team required.
Ability to cope with high levels of stress, able to handle a heavy workload and work in a 24/7 environment.
Ability to travel in light and commercial aircraft, or drive his/her personal auto in order to meet all job duties and responsibilities. Current Driver’s license required.
STA is a non-profit organization serving hospitals & patients throughout much of Texas. Founded in 1974, STA is one of the largest of 58 federally designated organ procurement organizations in the U.S. An average of 77 organ transplants take place every day in the United States and more than 28,000 men, women and children receive life-saving organ transplants each year. In our service area, STA... is the official link between those who need an organ to survive, and those who have the potential to save lives by becoming donors. Make a difference - you can save and enhance lives.
Sign up to be an organ and tissue donor today at DonateLifeTexas.org