Communication Center Supervisor
Performs audits of shift activity, training new Communication Center Specialists on referrals and case management and provides coaching/feedback as needed. This position requires flexibility with scheduling and the ability to perform the essential job duties of the Communication Center Specialists while completing various assignments and projects as assigned.
Essential Job Duties/Performance Standards
- Works closely with the Communication Center Manager as well as the Quality Systems Auditor/Trainer to help provide training and feedback to the Communication Center staff as needed to help ensure accuracy and efficiency of the Communication Center Department. Provides the point of contact for call offs to either find coverage or cover the shift themselves
- Provides department leadership and assists the Communication Center Manager with covering call-offs and schedule needs.
- Answers all incoming telephone calls to the Referral Hotline during designated hours.
- Receives and screens donor referrals (according to policy guidelines) of potential organ, tissue, and eye donors from healthcare professionals. Immediately triages all organ, tissue and eye donor calls and import offers to the appropriate recovery agency personnel.
- Completes referral procedure for all tissue and eye donations regarding referral forms and the data entry of all referral calls in real time.
- Requests authorization, via the telephone, from families of suitable tissue and eye donors. Completes Donor Risk Assessment Interview (DRAI) and documentation for tissue and eye donation with donor families as required.
- Reconciles daily and shift activity reports to ensure timely communication and case logistics. Preforms audits and monitors case activity and disposition while working within the Commutation Center.
- Provides verbal report to the staff covering the next shift on the Referral Hotline.
- Provides leadership, counseling, and mentoring of the Communication Center staff.
- Provide requested reports, both written and verbal to the Communication Center Manager. Attends staff meetings as required by the Communication Center Manager.
- Research and resolve escalated issues from internal and external partners.
- Provide schedule coverage or find coverage for Communication Center Specialists absences as needed.
- Other job duties as assigned by the Communication Center Manager and Executive Director.
- High School Diploma or equivalent.
- Data entry skills. Must be proficient using Microsoft Office Suite.
- Advanced understanding of human anatomy and medical terminology preferred.
- Advanced interpersonal skills to interact with a diverse range of people.
- A demonstrated level of competency at the Communication Specialist level or equivalent from LifeCenter or another Organ Procurement Organization.
Working Conditions / Physical Requirements
Work is performed in an office setting. This position requires regular lifting, reaching, bending and walking. Will be required to spend extended periods of time sitting and typing. Some travel will be required.
Risk Exposure to Blood and Bodily Fluids: There are no known essential functions of your position that may expose you to blood or bodily fluids. LifeCenter's OSHA program will provide you with the appropriate procedures and guidelines. If you need additional training or resources, please contact your manager/supervisor or the Health and Safety Officer.
Please include a cover letter detailing where you learned about this open position (i.e. FaceBook, LifeCenter website, third party website, referral, etc.).
To submit your cover letter and resume, e-mail a Microsoft Word or Rich Text Document to LifeCenter or mail or fax your resume to: