Family Support Coordinator

Purpose of Position:

The primary objective of this role is to follow-up on death notice referrals received from various sources, including the Organ Procurement Organization's (OPO) Call Center, hospitals, funeral homes, hospices, medical examiners’ offices, and nursing homes. Key responsibilities include prioritizing referrals for eye/cornea donation for surgical use and engaging in sensitive and empathetic discussions with next of kin and authorized parties via telephone or SMS message, if authorized. The incumbent is also responsible for conducting Donor Risk Assessment Interviews and providing pre/post-recovery notifications, as required. Additionally, maintaining professionalism and ethical conduct during all communications with third parties and partners is essential. Accurate and detailed documentation of all referral information, including outcomes, in the laboratory database is mandatory. Furthermore, the incumbent will actively monitor referral and donor activity dashboards, as well as Mattermost posts and emails, in real-time to ensure timely updates of statuses.

Areas of Responsibility:

• Maintain a current understanding of regulatory standards and guidelines regarding donor criteria and consent authorization, including FDA CFR 21 1271, EBAA Medical Standards, and the EBSR Ocular Laboratory Policy and Procedures Manual.
• Demonstrate professionalism and composure in all communications with partners and donor families, fostering trust and confidence in the donation process.
• Receive death notice referrals from various entities, such as OPOs, hospitals, hospices, funeral homes, and medical examiners’ offices. Conduct thorough verbal reviews of the deceased's medical and social history to determine eligibility for donation.
• Utilize the New York State Donor Life Registry and other relevant databases to verify the deceased's donor status. If not registered, seek authorization for eye or cornea donation from the next of kin or authorized party via telephone or SMS message.
• Conduct Donor Risk Assessment Interviews and other necessary follow-up with next of kin or authorized parties over the phone to assess donation eligibility.
• Document referral details and outcomes meticulously within the laboratory database to ensure accurate record-keeping.
• Monitor Referrals and Donor dashboard regularly, promptly updating records as needed to maintain accuracy and completeness.
• Maintain proactive monitoring of the Mattermost portal, promptly posting and responding to messages to facilitate effective communication.
• Ensure the completeness and accuracy of donor files through regular reviews and updates, maintaining high data quality standards.
• Actively participate in monthly meetings for updates and collaboration, contributing insights and feedback to improve processes.
• Manage messages related to laboratory operations, including surgeon requests, package deliveries, and alarms, ensuring appropriate action is taken. This involves facilitating communication with laboratory staff or escalating to the AOD as needed to effectively address any emerging issues.

Requirements:

• Bachelor's degree in a related field preferred; equivalent experience may be considered.
• Strong background in social sciences, telemarketing, or a related field.
• Proficiency in medical terminology and computer skills required.

Reports to: Associate Director