At STA, we believe our superpower is our people. It is no accident that our values are rooted in saving lives through organ and tissue donation. This role is focused on growing, looking for a different way to drive our mission and sustaining the best OPO in the country.
The Director of Family Services is a member of the senior leadership team and is responsible for the direction of the Family Services Department.
The Director is responsible for providing effective leadership, planning, and performance of the entire approach and authorization operation leading to a successful donation process for every heroic donor and family. This includes:
Oversight of the process and responsibility for the outcomes throughout the donor service area when STA is deployed to speak with families and facilitate the potential of organ and tissue donation. Includes cross departmental support and collaboration
Collaboration with leadership across the organization using real-time data to identify opportunities for training, support and modifications of process to help save more lives
Leads STA’s family care processes and provides guidance for staff deployment, facilitation of conversation, completion of paperwork, and adherence to regulatory requirements
This leader works to ensure teams across STA’s donor service area are effectively meeting the organization’s approach and authorization goals utilizing data on an ongoing basis to determine opportunities for improvement to maximize results
Essential Job Functions and Responsibilities
Collaborates with senior leadership to set the strategic vision for STA’s approach and authorization processes when organ and tissue donation are possible
Runs a data driven operation and collaborates with leadership and frontline staff throughout the donor service area to ensure specific and measurable outcomes can be realized
Ensures implementation and adherence to all policies, guidelines, and regulatory requirements
Monitors performance results and opportunities for improvement
Ensures frontline staff members across the organ and tissue approach and authorization operation have received appropriate training and are held accountable to the highest levels of job performance standards
Maintains department budget and financial controls
Leads the consistent messaging of the donation conversation with donor families for both organ and tissue related opportunities
Works closely with leadership to identify improvement opportunities throughout the donor service area surrounding STA’s conversations, paperwork and support of donor families
Responsible for data pertaining to authorization rates for organ and tissue donation and implements training and system improvements when necessary
Reviews data, notes and phone recordings for quality assurance pertaining to donor family interactions. Utilizes feedback from donor families to improve operations
Develops, implements and updates policies and procedures related to approach and authorization processes
Works cross functionally to optimize services to donor families, enhance conversation outcomes and ensure consistent messaging
Ensures adequate staffing levels to promote high and efficient performance. Creates career laddering processes and opportunities to maximize the operation
Observes, trains and supports staff throughout donation discussions
Assures compliance with established quality standards as well as regulatory requirements
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