Director of Referral Optimization

About the Director of Referral Optimization:

This position provides strategic leadership, direction, and oversight to the Referral Optimization department. This position oversees the management of all staffing and operations related to organ referral intake and referral monitoring that supports timely and effective donation conversations that result in authorization for organ, tissue, and eye donation.

This position ensures that excellent and timely customer service is provided to DNAs internal and external customers. This position will ensure appropriate staffing levels are maintained to provide 24/7 coverage.

This position will also ensure that staff is trained and fully competent to perform all job responsibilities and performance expectations in compliance with DNA policies as well as regulatory and affiliated agency standards.

This position ensures that the Referral Optimization department provides effective utilization and management of phone systems and EMR systems, as well as the onsite activity of onsite referral staff.

This position will build and maintain positive and collaborative working relationships with all departments to ensure every aspect of the organ donation process supports Donor Network of Arizonas mission, vision and core values.

Job Duties:

Provides strategic leadership and direction to the Referral Optimization department.
Creates department vision, strategies, and tactics to ensure that it contributes to Tier 1 level volumes and performance.
Designs and implements appropriate department structure, work system, and processes, and job designs ensure for departmental efficiency and effectiveness.
Develops evaluation systems and processes to ensure visibility to measurable performance, quality, service levels, and other metrics for the department, processes, and staff.
Ensures staffing levels, scheduling and assignments efficiently provide 24-hour/7-day coverage while providing the highest quality of customer service.
Ensures staff is able to competently perform duties according to established Donor Network of Arizona guidelines, federal and state regulations, and affiliated professional agency standards.
Develops annual budgets.

Collaborates with other donation optimization departments to maximize organ donation.
Fosters healthy working relationships and communication between DNA and hospitals.
Ensures staff are systematically and effectively receiving, responding to, and monitoring organ referrals using the phone and electronic communication, EMR utilization, and onsite interactions.
Ensures the components of monitoring include patient clinical status, hospital plans, and donor family status.
Ensures that communication with other DNA department staff (i.e. Donor Family Services, Donor Program Development, Organ Recovery Services) maximizes donation from referral through a timely and effective donation conversation.

Directs, guides, and supports effective donor suitability evaluation.
Ensures all monitoring and evaluating of potential donors leading to donation conversations moves toward organ donation and transplantation. Reducing missed donation opportunities due to DNA and/or hospital process issues is of utmost importance.
Ensures donor suitability evaluation takes place during the intake and ongoing monitoring of every referral and that collaboration and consultation with Organ Recovery Services occurs for additional clinical expertise in suitability evaluation.
Ensures all policies and procedures are in compliance with regulatory standards.

Oversees management of all Referral Optimization staff in accordance with all appliable organizational policies, procedures, practices, and leadership competencies.
Establishes and maintains a department culture consistent with DNAs Core Values and in providing a consistently positive work experience for all staff.
Establishes and communicates expectations and goals for employee behaviors, performance, and other outcome accountability.
Ensures accurate job descriptions with essential job responsibilities and requirements for all department positions.
Provides leadership to the departments staff and assigns tasks, responsibilities, and special projects as needed.
Ensures selection of new employees that meet qualifications for DNAs core values and position requirements.
Ensures technical/clinical (or other appropriate) competency training, continuing education, and development to ensure that all staff members are qualified and competent in their areas of assignment. Ensuring staff competency involves guiding dedicated educators and use of training systems to address areas of required competencies.
Provides timely coaching, feedback, support and recognition to direct reporting and other staff to maximize performance and support development.
Performs consistent performance reviews and communication with direct reports.
Holds employees accountable for meeting organizational and department expectations.
Provides coaching for improvement, documents, and implements appropriate corrective actions for not meeting expectations up to and including termination of employment.

Ensures that all technology, data collection and phone systems meet department and cross-departmental needs.
Works with IT staff to ensure technology and phone systems are current to todays technology in order to provide efficient and excellent customer service.
Works with Business Intelligence staff to ensure staff have an appropriate level of EMR access and that the EMR access is fully and consistently utilized as required.
Ensures that all relevant departmental data is collected and reported accurately and in a timely manner.
Develops and monitors department metrics to track and ensure continuing performance improvement.

Performs related duties, responsibilities, and projects as needed and/or assigned.

Qualifications:

Minimum Education
Bachelors Degree

Minimum Experience
5 years of leadership experience at the Manager level or above level
3 years of experience in an Organ Procurement Organization (OPO)
Excellent human relations and oral/written communication skills

Preferred Education
Masters Degree in Business Management/Administration, Healthcare Management, Nursing, Leadership, or related field
Certified Procurement Transplant Coordinator (CPTC) Certification

Preferred Experience
5 years of OPO management experience
3 years of experience in call center, command center, and/or similar operations
Experience with call center software and technology

We Offer:
Organizational Incentive Program Annually
Very Generous Medical, Dental & Vision Insurance
Paid Life Insurance and LTD Insurance
Voluntary Life Insurance options
403b employer match and profit sharing
Generous Tuition Assistance Program
Employee Assistance Program
Employee Wellness Program
Tobacco Free Workplace?

Donor Network of Arizona is a drug free workplace.