Donor & Family Advocacy Team Lead

Gift of Hope; Itasca (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

403(b) match

Tuition reimbursement

Cell stipend

Parental leave

Lifestyle spending accounts

Employee Assistance Program

Job summary

Gift of Hope seeks a Supervisor, Donation & Family Advocates to lead staff and ensure compassionate, compliant donor-family service. The role involves supervising scheduling, training, performance, and policy adherence while optimizing authorization outcomes across Illinois and northwest Indiana.

The position requires collaboration with multiple departments, strong communication, and the ability to work in emotionally charged environments.

Qualifications

• Bachelor's degree in allied healthcare or related field, or equivalent work experience.
• 3 years' related experience, preferably in healthcare or not-for-profit.
• Previous Organ Procurement Organization (OPO) experience.
• Excellent communication skills, both written and verbal.
• Ability to lead, guide, motivate, and develop staff.
• Ability to analyze and resolve complex problems.
• Ability to use data to identify trends.
• Ability to adapt to a variety of changing circumstances and priorities.
• Ability to work effectively in highly emotional situations.
• Ability to analyze a situation, plan next steps, initiate action and follow through to achieve results.
• Ability to work collaboratively within a team environment.
• Basic skills in Excel and Word.

Responsibilities

• Advance Gift of Hope's mission, vision and core values: providing compassionate service, contributing to outstanding teams and engaging as one of our passionate people committed to a positive culture that respects the dignity and worth of each individual. Adhere to all policies and procedures in carrying out the responsibilities of this position.
• Supervise assigned staff including selection, scheduling, job duties, training and development, counseling, performance evaluation, recognition, promotion, disciplinary action, and termination
• Maintain integrity of the call schedule by covering shifts when activity is high, or shortages by PTO or FMLA
• Review the field activity of Donation & Family Advocate staff to track authorization and approach rates, analyze trends, and identify individual and group challenges
• Coordinate time with staff to share departmental data, discuss the challenges in obtaining authorization, and provide coaching
• Provide real-time mentoring or contact staff following approaches to provide debriefing, feedback and support
• Develop solutions to increase authorization rates and work with Donation & Family Advocate staff and associated departments to facilitate change
• Identify authorization training needs then develop and present educational programs on all aspects of the authorization process
• Accompany staff who are having challenges obtaining authorization in the field to observe and provide mentoring or support
• Provide input and recommendations in the development, revision and training of policies and procedures
• Other duties as assigned

Skills

Staff leadership

Data analysis

Communication skills

Problem solving

Team collaboration

Adaptability

Emotional resilience

Project management

Education

Bachelor's degree in healthcare field

Tools

Excel

Word

Job description

Gift of Hope seeks a Supervisor, Donation & Family Advocates to lead staff and ensure compassionate, compliant donor-family service. The role involves supervising scheduling, training, performance, and policy adherence while optimizing authorization outcomes across Illinois and northwest Indiana.

The position requires collaboration with multiple departments, strong communication, and the ability to work in emotionally charged environments.