Manager, Donor Family Services & Authorization

Lifeline-of-Ohio; Columbus (OH); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental, Vision Plans

401(k) plan with company match

Paid time off and holidays

Maven access for family health

Job summary

Lifeline of Ohio seeks a Manager of Family Services and Authorization to lead family services, authorization practices, and donor family support across the donation process. You will guide FSCs, set standards, and collaborate with clinical partners to ensure ethical, compassionate care.

The role combines leadership, program development, and regulatory oversight, with a hybrid schedule across hospitals, offices, and community settings.

Qualifications

• Bachelor's degree in social work, psychology, counseling, nursing, healthcare administration, or related field.
• 3–5 years experience supporting individuals and families experiencing grief, loss, trauma, crisis intervention, end-of-life care, transplantation, donation, or related healthcare services.
• Minimum of two years of leadership, supervisory, project leadership, or management experience.
• Demonstrated experience coaching, developing, and leading teams.
• Strong communication, relationship-building, conflict resolution, and collaboration skills.
• Strong critical thinking, problem-solving, and data analysis skills.
• Proficiency with Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Valid driver's license and reliable transportation.

Responsibilities

• Directly supervise, coach, mentor, and develop Family Services Coordinators (FSCs).
• Establish performance expectations, accountability measures, and professional development plans.
• Conduct performance evaluations, coaching discussions, and corrective action processes as needed.
• Lead recruitment, interviewing, onboarding, and retention efforts.
• Foster a positive, collaborative, inclusive, and high-performing team culture.
• Develop and manage FSC schedules and on-call rotations to ensure operational coverage.
• Assist with departmental budgeting, staffing resource planning, and operational management.
• Provide leadership and oversight of authorization practices and donor family support services.
• Serve as the primary authorization resource for FSCs, providing coaching and support during complex authorization discussions and family situations.
• Promote best practices in donor family engagement, bereavement support, and donation advocacy.
• Coordinate family support strategies with multidisciplinary healthcare teams, including DCD cases.
• Maintain competency in FSC responsibilities and provide operational support, including on-call leadership and direct case involvement when needed.
• Monitor authorization rates, donor family experience outcomes, and departmental performance metrics.
• Lead case reviews, non-donor reviews, and process improvement initiatives.
• Partner with quality teams to identify trends, conduct root cause analyses, and implement corrective actions.
• Ensure documentation accuracy, consistency, and compliance with organizational and regulatory standards.
• Maintain compliance with OPTN, CMS, AATB, OSHA, and applicable organizational requirements.
• Oversee onboarding, orientation, training, and continuing education programs for FSCs.
• Collaborate with Clinical Education and organizational leaders to ensure competency in authorization, family-centered care, and donation best practices.
• Promote a culture of continuous learning, accountability, and excellence.
• Build and maintain strong relationships with hospital partners and key stakeholders.
• Participate in hospital rounding, meetings, educational programs, and collaborative initiatives.
• Investigate stakeholder concerns and implement appropriate follow-up and improvement plans.
• Represent Lifeline of Ohio at meetings, committees, conferences, and community engagement activities.

Skills

Leadership

Team development

Strategic planning

Communication

Data analysis

Project management

MS Office

Education

Bachelor's degree in a related field

Master's degree preferred

Tools

MS Office Suite

Job description

Lifeline of Ohio seeks a Manager of Family Services and Authorization to lead family services, authorization practices, and donor family support across the donation process. You will guide FSCs, set standards, and collaborate with clinical partners to ensure ethical, compassionate care.

The role combines leadership, program development, and regulatory oversight, with a hybrid schedule across hospitals, offices, and community settings.