Bridge2Life Manager

DCI Donor Services, Inc.; Knoxville (TN); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Up to 184 hours of PTO first year

Up to 72 hours of Sick Time first year

Two Medical Plans (PPO or HDHP)

Dental and Vision Coverage

403(b) plan with matching

Life/AD&D and long-term disability

Wellness Program

Supplemental insurance options

Insurance discounts (home/auto/renter)

Cell phone discounts

Monthly phone stipend

Job summary

DCI Donor Services, a national organ/tissue donation organization, is seeking a Bridge2Life Manager to oversee day-to-day B2LC operations across multiple offices, ensure regulatory compliance, and lead staff performance and training efforts. The role requires strong leadership, donor-focused processes, and coordination with the B2LC director.

Onsite role based in Nashville or Knoxville, with a focus on maximizing donor outcomes and maintaining high-quality service standards.

Qualifications

• BA/BS degree in related field preferred; medical background preferred.
• 2+ years of Tissue Banking or related field experience.
• 4+ years of customer service in a high-volume setting.
• 3+ years of direct management experience required.
• CTBS license required (CTPC).
• Excellent written and verbal communication skills.
• Proficient in MS Office (Word, PowerPoint, Excel) and data entry.
• Knowledge of ACD systems.

Responsibilities

• Direct orientation, training and evaluation of new employees.
• Oversee KPI data and improve communication to facilitate donation.
• Review safety and training files for B2L staff.
• Monitor staff performance and HR issues.
• Ensure smooth room flow and urgency in calls handling.
• Serve as SME for daily B2LC operations.
• Review SOPs and implement new procedures.
• Strategize staffing and growth with B2LC director.
• Report deviations to B2LC director.
• Perform other duties as assigned.

Skills

Communication

Data entry

Typing

Customer service

Education

BA/BS degree

Tools

Microsoft Word

PowerPoint

Excel

ACD systems

Job description

DCI Donor Services

DCI Donor Services (DCIDS) is looking for a dynamic and enthusiastic team member to join us to save lives!! Our mission at DCIDS is to save lives through organ donation and we want professionals on our team that will embrace this important work!! We are currently seeking a Bridge2Life Manager. This role will monitor the day-to-day operations of the B2LC, ensure and promote compliance with quality control measures dictated by federal, state, and local regulations, and ensure operational activities are conducted within constraints established by approved policy and procedures. This role monitors and participates in the quality assurance process for reviewing donor charts. Performs services for multiple offices, designs, implements and monitors all services provided as determined by policy and procedure. Must be able to exercise independent judgment, multi-task, and have excellent interpersonal skills. Flexible scheduling based on business needs. This is an onsite role in Nashville or Knoxville.

COMPANY OVERVIEW AND MISSION

For over four decades, DCI Donor Services has been a leader in working to end the transplant waiting list. Our unique approach to service allows for nationwide donation, transplantation, and distribution of organs and tissues while maintaining close ties to our local communities.

DCI Donor Services operates organ procurement/tissue recovery organizations: Sierra Donor Services and Tennessee Donor Services with operations in the states of California, New Mexico, and Tennessee. We also maximize the gift of life through the DCI Donor Services Tissue Bank and Sierra Donor Services Eye Bank.

Our performance is measured by the way we serve donor families and recipients. To be successful in this endeavor is our ultimate mission. By mobili

With the help of our employee-led strategy team, we will ensure that all communities feel welcome and safe with us because we are a model for fairness, belonging, and forward thinking.

Key responsibilities this position will perform include:

1. Directs orientation, training and evaluation of new employees. Jointly responsible for staffing and development of B2L staff.
2. Evaluates and oversees statistical data for key performance indicators. Identify and take action to improve communication activities to facilitate donation, and report findings to B2L Director
3. Oversees and reviews Safety and Training Files for each of the B2LDC staff to ensure accuracy and completeness.
4. Monitor staff performance including but not limited to work distribution, personnel and human resource issues
5. Ensure the team keeps the flow of the room and maintaining a sense of urgency with calls handled, ensuring donation is maximized.
6. Serves as subject matter expert and resources regarding daily B2LC operations as determined by policy and procedures and industry standards.
7. Monitors and evaluates the effectiveness of DCIDS SOP’s, policies and procedures and ensure the highest quality service and efficiency and implements new procedures and protocols as needed.
8. Strategize with B2LC director on the direction of the B2LC and plot strategies for staffing, processes, issues and growth within B2LC.
9. Reports any deviations with quality, phone systems, processes as well as unforeseen incidents that may arise to the B2LC director
10. Performs other related duties as assigned by B2LC director

The ideal candidate will have:

• BA/BS degree in related field preferred. Medical background preferred
• 2+ years of experience in Tissue Banking or related field required
• 4+ years of experience of customer service in a high-volume setting
• 3+ years of direct management experience is required
• CTBS license required (CTPC)
• Excellent written and verbal communication skills required
• Working knowledge of computers and Microsoft Office applications to include Word, PowerPoint and Excel is required.
• Strong data entry and typing skills required. Knowledge of ACD systems.

We offer a competitive compensation package including:

• Up to 184 hours of PTO your first year
• Up to 72 hours of Sick Time your first year
• Two Medical Plans (your choice of a PPO or HDHP), Dental, and Vision Coverage
• 403(b) plan with matching contribution
• Company provided term life, AD&D, and long-term disability insurance
• Wellness Program
• Supplemental insurance benefits such as accident coverage and short-term disability
• Discounts on home/auto/renter/pet insurance
• Cell phone discounts through Verizon
• Monthly phone stipend

**New employees must have their first dose of the COVID-19 vaccine by their potential start date or be able to supply proof of vaccination.**

You will receive a confirmation e-mail upon successful submission of your application. The next step of the selection process will be to complete a video screening. Instructions to complete the video screening will be contained in the confirmation e-mail. Please note - you must complete the video screening within 5 days from submission of your application to be considered for the position.

DCIDS is an EOE/AA employer – M/F/Vet/Disability.

Equal employment opportunity, including veterans and individuals with disabilities.