Supervisor, Donation & Family Advocates

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

Benefits offered by this job

Health insurance

PTO

401(k) match

Tuition reimbursement

Learning opportunities

Phone/internet stipend

Parental leave

Wellness stipend

EAP support

CISC partnership

Job summary

Gift of Hope is seeking a Supervisor, Donation & Family Advocates to ensure compassionate service to donor families and those approached for donation. You will lead a team, coordinate scheduling, mentor staff, and drive process improvements to support gift of hope’s mission.

You will analyze authorization trends, coach staff on best practices, and develop training programs to enhance engagement and outcomes across Illinois and northwest Indiana, while maintaining empathy in high-emotion

Qualifications

• Bachelor's degree in allied health or related field required.
• Minimum 3 years’ related experience, preferably in healthcare or not-for-profit.
• Experience with Organ Procurement Organization (OPO) preferred.
• Strong communication and leadership abilities.
• Ability to analyze data and identify trends.

Responsibilities

• Supervise donor family advocate staff including scheduling, training, and performance.
• Monitor call schedule and coordinate staffing during high activity or PTO.
• Review field activity to track authorization and identify challenges.
• Provide coaching and real-time mentorship to staff.
• Develop training on the authorization process and related policies.
• Collaborate with departments to improve authorization rates.
• Other duties as assigned.

Skills

Communication skills

Leadership

Problem solving

Data analysis

Team collaboration

Emotional resilience

Education

Bachelor's degree in allied health or related field

Tools

Excel

Word

Job description

Overview

The role of Supervisor, Donation & Family Advocates is to ensure appropriate services are provided to donor families and potential donor families prior to and following the consent interaction in a manner that supports Gift of Hope’s mission.

Our Benefits

In addition to competitive salaries, we offer a comprehensive benefits package:

• Medical, dental, vision, disability and life insurance options for full-time employees
• Generous Paid Time Off (PTO) plan
• 403(b) retirement plan with company match
• Tuition Reimbursement up to the IRS-allowed maximum
• Personalized learning and educational development opportunities
• Monthly cell phone and internet stipends
• Paid Parental Leave
• Annual Employer-funded Lifestyle Spending Accounts to support wellness needs
• Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP) and our partnership with Critical Incident Stress Consultants (CISC)

Responsibilities

Essential Functions

The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

• 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

Qualifications

Education and Training Required

The following identifies the minimum education and training required to perform the essential functions of the job:

• Bachelor’s degree in an allied healthcare field or related field; or equivalent work experience

Experience and Skills Required

The following indicates the minimum skills and experience required to perform the essential functions of the job:

• 3 years’ related experience or equivalent work experience, preferably in healthcare or not-for-profit organizations
• 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

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to speak and convey information to co-workers, hospital staff, and potential donor families
• Visual ability to review potential donor medical charts
• Ability to hear and comprehend clinical information
• Ability to deliver presentations to a variety of audiences

Work Environment

The work environment characteristics described here are representative of those that will be encountered by an employee while performing the essential functions of the job.

• Normal office environment
• Remote office environment
• Hospital clinical environment
• Access to reliable transportation to travel to multiple locations in one day within Illinois and northwest Indiana
• Ability to travel to hospitals across our service area, as well as to the Itasca office for meetings and trainings, as needed

• Carry a personal cell phone to be accessible outside regular business hours; must be accessible by phone to address operational issues

• Comfortable being present at the time of death in the ICU and operating room setting
• Comfortable dealing with individuals in highly emotional situations

Gift of Hope Organ & Tissue Donor Network provides equal employment opportunities to all qualified candidates and does not discriminate with regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, military or veteran status, family medical history or genetic information or any other classification protected by applicable law. All employment decisions are made based on an individual’s job-related qualifications and abilities.