Supervisor of Referral Response

Job description

**Donor Network West’s** mission is to save and heal lives through organ and tissue donation for transplantation and research. At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service. **POSITION SUMMARY** The Supervisor of Referral Response Coordinators is integral to providing leadership and continuity of recovery services operations in a 24x7x365 department and maintaining a high quality of service to ensure all donor potential is maximized. The role is responsible for assisting and providing employee management, including but not limited to recruitment, performance reviews, time and attendance reporting, expenses approval, training, and call schedule support. This role provides input into policy development, process improvement, and other organizational decisions. **ESSENTIAL JOB DUTIES AND RESPONSIBILITIES** ### Clinical Responsibilities - Daily Oversight of Referral Response Management: - Works directly with Organ Referral Department staff and Organ Operations Leadership to ensure timely and appropriate response to organ referrals. This includes adherence of assigned staff to the referral communication pathway to manage all active referrals, including shift/daily follow up to optimize every donation opportunity. - Provides support, assistance, and resources to DNWest management team. - Works to ensure optimal staffing at all times by serving as an active supervisor, which includes routine frontline shifts and backup support during increased activity levels. - Reviews organ referral activity with staff to identify adherence to organizational expectations for timely support to internal and external customers. Develops action plans with assigned clinicians to address areas of improvement. - Works with Organ Operations Department on strategies to meet operational goals. - Performs appropriate follow-up with physicians, nurses, and other donor hospital staff regarding DNWest staff concerns raised during onsite situations. Understands hospital and DNWest escalation protocols. - Collaborates with Organ Operations Leadership to provide clear and consistent DNWest messaging related to the donation process. - Responds onsite independently and/or in conjunction with assigned staff to hospital referrals within designated time outlined in expectations, policy, and guidelines. - Communicates with the Attending Physician and other members of the healthcare team to establish rapport and ensure a collaborative and team-oriented approach to referrals and donors. This may include but is not limited to: maintenance of potential donor patients and determination of medical suitability. - Completes and maintains competency Transnet training, ID/Culture testing and is a resource for RRC’s completing the training. - Expected to support organ operations needs during periods of high activity which may include responding to referrals on day, night, weekend, and holiday shifts. - Expected to assist with daily referral activity coverage for team absences. ### Process Improvement - Participates in the development, implementation, and updating of DNWest policies and procedures as they relate to organ referral process and management. - Tracks and trends performance improvement metrics within the department, and, in conjunction with Organ Referral Operations Leadership, implements strategies to improve overall efficiency and performance. - Implements and monitors initiatives to increase overall productivity of the Referral Response Coordinators. - Ensures that documentation is completed in accordance with DNWest, hospital policies/procedures and industry standards/expectations. - Participates in the development of the department strategic plan and effectively implements strategies within the Organ Referral Operations Department. - Activates the occurrence reporting system, investigates, and performs root cause analyses, as necessary. - Implements strategies to increase communication, develop trust and intra-departmental collaboration; works to integrate frontline talent. - In conjunction with: - Organ and Donation Development Operations Leadership, and Regional Teams, participates in suitability discussions and assesses cases for challenges and anticipated outcomes. - Learning and Development Department, the RRC Supervisor educates, participates in and evaluates the effectiveness of professional education activities related to performance improvement, process improvement and implements strategies to increase organ referral response and donation opportunities. - Resource Triage Coordinators, evaluates and implements processes to ensure collaboration and communication between the RTC and RRC teams within the Organ Referral Operations Department. - Process Improvement Department, to identify actual and potential obstacles: collects and analyzes data, establishes facts, and draws valid conclusions. Works to implement needed changes and monitors for effectiveness. ### Talent Development - Creates and maintains a safe and confidential environment for direct reports. - Supervises assigned referral response staff which includes but is not limited to recruitment, interviewing, and candidate selection; scheduling; training and development; coaching and counseling; appraisal and recognition; career development and advancement and disciplinary action in accordance with DNWest policy and procedures. All of these will be done in collaboration with Organ Referral Operations Leadership. - Focuses on coaching staff and works to implement field assessments and annual competencies, to improve direct reports’ performance, provide continual feedback, and frontline support. - Consistently reviews and evaluates the effectiveness of the department training program and works with Learning and Development Department to develop and implement any necessary changes. - Maintains a primary focus on recruitment, retention, and training of Referral Response Coordinator staff for both new hire training and ongoing training. Participates in hiring and interview processes. Collaborates with Field Trainer for RRC’s, Preceptors, and new staff during orientation to ensure training needs of individual staff are met. - Monitors and assesses for preceptor effectiveness. Models effective training for frontline preceptors by working in conjunction with the Field Trainer for RRC’s. - In conjunction with Organ Referral Department Leadership and Human Resources, ability to counsel, evaluate, discipline, and recommend termination of personnel, if necessary. - Helps staff to identify and attain professional goals and objectives while focusing on retention and individual needs of frontline talent. Contributes to appropriate documentation of frontline talent development. - Participates in the facilitation of interdepartmental collaborative and cross- training/shadowing efforts. ### Administrative Responsibilities - Coordinates team scheduling to provide adequate referral response resources. - Integrates fiscal responsibility for DNWest by having awareness of staff timecard entries, expense reporting, and budget deviations in collaboration with Organ Referral Operations Leadership. - Activates the DNWest Quality Systems occurrence reporting system and completes follow up with direct reports and leadership as assigned. - Identifies, develops, implements, and updates DNWest policy, guidelines, and job aids. Policy development is typically related to organ operations, but the Supervisor could be engaged for input from other functions to determine consistency across job roles. - Ensures compliance with established quality assurance standards as well as local, state, and federal regulations relating to organ procurement to demonstrate commitment to quality. - As part of the leadership team, participates in departmental and organizational strategic planning focused on meeting goals and key performance measures. - Works with other members of the management team to attain DNWest’s organizational goals and performance metrics. Familiar with Centers for Medicare & Medicaid Services benchmarking and speaks to continued improvement to meet measures. ### QUALIFICATIONS - Must have the ability to communicate clearly to accurately convey information either in person, electronically through email or text messaging, or by telephone to staff, healthcare partners, donor families and external stakeholders. - Must possess strong interpersonal skills, which allow for effectively communicating, negotiating, and resolving conflict with individuals and/or groups of individuals. - Requires a strong knowledge of referral management, patient assessment, clinical management, organ allocation, and the overall donation process. - Exhibits the ability to provide oversight and assess daily needs of the donation process form the viewpoint of organ operations and clinical requirements to maximize donation. - Displays good judgement and critical thinking skills. - Exhibits excellent written and verbal skills. - Skilled in fostering an environment that promotes learning and practicing technical concepts/terms. - Able to communicate with clarity and kindness. - Able to give and receive constructive feedback. - Willing to learn and apply standard practices in presentation, facilitation, and follow facilitator guides for established training. - Willing to learn and apply to learn the basics of adult learning theory and the impact of curriculum and assessment design. ### EDUCATION AND EXPERIENCE - Bachelor’s degree in registered nursing or biological sciences or an equivalent degree/diploma/certification in an allied health care field (i.e. emergency medical technician-paramedic, LVN or respiratory therapy) is required, with possible exception for DNWest employees who have worked through other applicable clinical roles proving equivalent and required knowledge and expertise. - The minimum requirements for this position include but not limited to the following: - Minimum of 3 yrs experience working in an organ procurement organization as a RRC or equivalent **OR** minimum 18 months in Organ Procurement Organization combined with 18 months in a supervisory/training role - Previous supervisory experience in health care preferred - Proven leadership, communication, preceptor, and supervisory and coaching skills. - Must have the ability to travel within the DNWest service area by car. Must maintain a valid driver’s license and current vehicle insurance based on applicable state minimum insurance coverage standards.