Family Services Administrator

LifeSource is hiring a Family Services Administrator (FSA) to directly oversee the day-to-day Donation Liaison operations related to organ donation. The FSA collaborates with the Organ Services Administrator (OSA) to provide continuity of service to hospital partners, donors and donor families. These responsibilities include: staff deployment, prioritization of resource utilization, communication with onsite staff, collaboration with other members of the LifeSource team and, as required, external partners. The FSA will also ensure compliance with regulatory policies and procedures throughout each step of the donation process while optimizing donation outcomes and positive donor family experiences. The FSA embraces a practice philosophy that supports maximizing authorization opportunities to provide organs and tissues for transplantation, and will have advanced clinical knowledge of the donation process, obtaining legal authorization and/or disclosure through donation conversations and working to support families throughout the donation process. As a Family Services Administrator, you’ll advance our life-saving work by performing the following job duties: Oversight of Daily Donation Liaison (DL) Operations • Engages proactively in all active referrals, provides final determination on family conversations, provides direction on pending referrals and active donors, and manages referral and case logistics and staffing as it relates to family services. • Manages daily deployment of DL staff aligned with departmental standards and referral activity. • Engages proactively in donation referral activity by providing guidance to the DL teams and others, as needed, using expertise in trauma, loss, and communication to adapt language, delivery, and problem-solving approach for each potential donor family. • Provides determination of timing of donation conversations based on understanding of case dynamics, organ potential, and family readiness. • Actively provides coaching, mentorship, and feedback to field staff related to family conversation and interaction. • Manage any needed escalations related to family opposition to donor registry. • Effectively oversees daily case activity and scheduling to ensure proper use of staffing coverage and appropriate case timing. • Maintains awareness of high acuity referrals to ensure optimal use of available resources and thoughtfully utilizes available staff. • Reviews authorization documentation on referrals and donor cases in real time for the accuracy of the following but not limited to; Authorization/Disclosure, AATB Uniform Donor Risk Assessment Interview, and other OPTN documentation requirements. • In times of clinical high volume/ as needed, engage in obtaining authorization and supporting families. Hospital Development and Family Care Department Support and Education • Collaborates with Donation Liaison Training team and HDFC Leadership team to provide continued education and mentorship to Donation Liaison (DL) staff and support DL strategic initiatives. • Administers real-time and post-case coaching to existing DL and clinical staff. • Reports on any themes and gaps in knowledge observed during interactions with clinical teams. Approaches gaps with a solution-based mindset. • Engages in DL presentations, education and best practice sharing internally and externally. • Serves as a leader and subject matter expert by maintaining best practice knowledge and networking with external partners. • Participates in case review preparation and meetings • Training Support and Mentoring: Collaborates with DL Training staff and DL Managers to provide continued education and mentorship to current DL’s and to orientees on all aspects of Family Support casework. Acts as a lead preceptor for DL’s. Approaches knowledge gaps with a solution-based mindset. Administration and Quality • Completes required FSA documentation in a timely manner. • Guides DL staff in successfully completing components of clinical and regulatory documentation related to organ donation cases. • Independently leads assigned departmental projects and contributes to affect change management related to project work. • Serves as a subject matter expert for the HDFC department. Demonstrates expertise in SOPs, CMS Regulations, UNOS Policy, and AOPO Standards. • Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions. • Participates in compliance, quality assurance, and performance improvement programs and initiatives. Communication • Provides information comprehensively and concisely, adapting language and delivery to meet the needs of the other parties. • Demonstrates high stress tolerance when navigating dynamic, pressured, and fast paced situations, maintaining appropriate communication, decision making skills, and critical thinking abilities. • Actively maintains and models professional boundaries with donor families, hospital care teams, and LifeSource staff. • Manages competing priorities effectively, including appropriate utilization of resources, time management, and triaging in a quickly changing landscape. • Uses knowledge of medical charting practices, effectively documents interactions and relevant information into electronic charts. • Offers a growth-mindset approach to professional practice and skills. • Solution-focused attitude with a willingness to develop creative options for workplace challenges. • Experienced and comfortable giving and receiving constructive feedback with compassion and candor. QUALIFICATIONS • Requires a combination of education and experience equivalent to 5 years of experience in clinical assessment, intervention, and crisis response with individuals or families experiencing trauma and/or bereavement, with a minimum of 2 years of primary work responsibilities supporting authorization and donation in an OPO and/or Transplant Center environment. • Experience working with individuals or families in a hospital setting preferred. • Experience with crisis intervention, trauma informed care, and an understanding of the impacts of grief, end of life, and trauma on nervous system regulation. In this capacity, and with the influence this position carries across the organization, this individual must actively foster an organizational culture based on collaboration, support, and constructive communication (e.g., organization skills, ability to work effectively under deadline constraints, effective written and verbal communication skills, judgment and problem-solving skills, education, and training skills). • Requires valid driver license and reliable personal automobile to be used with company reimbursement using IRS guidelines. • Demonstrated ability to build, maintain, motivate, influence, and achieve cooperation with both internal and external relationships. Managing difficult situations with poise and professionalism. • Confident critical thinking, analytical skills, problem-solving capabilities to execute reasonable and sound decision making. • Proven self-directed, motivated contributor with a strong initiative and ability to function autonomously, establish priorities and work effectively within a team environment. • Demonstrated ability to foster, promote, and sustain cross-departmental collaboration or cross team collaboration. • Demonstrated ability to exhibit a high degree of quality, integrity, and honor confidentiality of appropriate information including, but not limited to, organizational operations or work processes, donor and donor family information, contributor details, any financial information and medical or protected health information (PHI) in accordance with HIPAA. • Strong working knowledge of Microsoft Office applications. • Proven skilled and competent in using technology-based tools such as personal computers and related software, mobile devices, and electronic medical record systems, as appropriate for position. WORKING CONDITIONS • Full-time. Primary shift: 5:30am-6:00pm (days), with 10:30am-11:00pm (swing) scheduled as needed for staffing coverage. Schedule includes every 3rd weekend. Weekends will be scheduled as 5:30am-6:00pm (days). • Must be able to work weekdays, weekends, nights, and holidays. Must assist during periods of high clinical volume outside of the posted schedule. Will be required to work for extended periods of time with few breaks. Overtime may be appropriate to meet organizational needs. • Must be able to travel within the service area (MN, ND, SD) by ground or air 10-15% of the time, and occasionally to national events and meetings. Projected offer rate range: $42-51/hour, based on relevant experience. Why Join LifeSource: At LifeSource, were relentlessly pursuing a day where those in need of a life-saving or life-enhancing organ, eye or tissue transplant receive that gift. By joining the LifeSource team, you will have the chance to positively impact your neighbors in Minnesota, North Dakota, South Dakota and Wisconsin maybe someone in your very own community. Since 1989, the LifeSource team has worked with our regions’ diverse communities to break down barriers to donation. Bringing a rich diversity of perspectives and experience to our organization at all levels strengthens our ability to serve our community and fulfill our mission. Our values embody how we engage in our work - respect, advocacy, accountability, life and innovation. More information on our continued work toward diversity, equity, and inclusion can be found on our website. We set our team up for success by providing comprehensive on-boarding, as well as on-going personal and career development. Team members are offered traditional benefits such as health, vision, dental, and life insurance, generous PTO, and 401k matching. We also support our team through non-traditional benefits such as tuition reimbursement, resiliency coaching, and HSA employer contributions. LifeSource is committed to creating a diverse, inclusive and welcoming workplace with opportunities for all talent to thrive. We are an equal opportunity employer and strongly encourage BIPOC, LGBTQIA+, veterans, persons with disabilities, members of marginalized communities, and non-traditional applicants to apply. Travel RequiredYes. up to 15%, as needed Apply tot his job Apply To this Job