Senior Donation Coordinator

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 Senior Donation Coordinator (SDC) is a key member of a dedicated team that helps transform loss into hope by facilitating the gift of life through tissue donation. As the first point of contact in the donation process, the SDC is responsible for receiving donor referrals, assessing donation suitability, coordinating cases, engaging with grieving families, serving as the primary liaison with the tissue recovery and logistics departments, and ensuring every opportunity for donation is maximized. This role is vital in fulfilling DNWest’s mission to save and heal lives through the selfless generosity of donors and their families.

Operating in a 24/7/365, fast-paced environment, the SDC collaborates with donor families, hospitals, hospices, medical examiners/coroners, funeral homes, tissue processing partners, Donor Operations Management, recovery staff, organ clinical staff, logistics staff, the Learning and Development Department, and other key individuals and groups to facilitate donation with efficiency, accuracy, and compassion.

As subject matter experts in Donation Discussion, SDC’s collaborate with Donation Coordinator Field Trainers to provide training, guidance, and support to Donation Coordinators. They have a key role in developing the skills necessary for effective Donation Discussions, ensuring that trainees are equipped to engage with donor families with professionalism, empathy, and confidence.

SDC’s are invaluable resources for all Donation Coordinators, providing guidance and support while also taking on floor management responsibilities and delegating daily tasks to ensure operational efficiency.

The SDC’s work is not just a job – it’s a mission. Every decision and every action have the power to touch hundreds of thousands of lives through the gift of donation.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

General

• Identifies process errors that may necessitate additional staff training.
• Maintains knowledge of department quality assurance standards, processes, and procedures identifying and correcting authorization paperwork errors while providing real-time staff training as needed.
• Evaluates administrative departmental situations, making sound, appropriate decisions and effectively communicating with relevant parties.
• Keeps management informed of any variances or discrepancies.
• Maintain compliance with all DNWest and regulatory requirements by completing Learning Management System (LMS) trainings on time.
• Attend all mandatory trainings, team meetings, and professional development sessions.
• Ensures timely completion of chart corrections as required.
• Contributes to and fosters a positive work environment while consistently promoting Ideal Team Player concepts.
• Remains adaptable and open to change while actively supporting and encouraging team members through transitions to ensure a smooth adjustment.

Training and Development

• Serves as a subject matter expert in Donation Discussion.
• Train staff on effective communication strategies to educate families about tissue donation while demonstrating empathy and professionalism.
• Ensure trainees understand policies for conducting Donation Discussions with legally appropriate individuals and obtaining authorization.
• Facilitate role-play scenarios to develop staff competency in performing medical and social history interviews.
• Provide coaching on delivering compassionate support to grieving families while guiding them through the donation process.
• Implements structured training programs for staff, ensuring competency in Donation Discussion.
• Conducts ongoing education and competency assessments in Donation Discussion ensure continuous professional development and compliance with organizational and regulatory standards.
• Provide one-on-one coaching and mentorship to team members, offering constructive feedback and skill enhancement opportunities.
• Collaborates with Donor Operations Management and Donation Coordinator Field Trainer to identify training needs, track progress, and develop solutions for performance improvement.
• Facilitate continuing education sessions and on-the-job training to reinforce Donation Discussion best practices and skill enhancement opportunities.
• Serve as the first point of escalation for Donation Coordinators during training, offering real-time coaching and support.
• Works closely with Donation Coordinator Field Trainers to identify operational trends and inform management of policy or procedural variances.
• Documents training progress, performance trends, and competency assessments, providing data-driven recommendations for enhancement in Donation Discussion.
• Engages in regular check-ins and feedback sessions with the Learning and Development Department, Donation Coordinator Field Trainers, and Donor Operations Management to align Donation Discussion training initiatives with organizational goals.
• Creates a supportive learning environment to foster trainee success and professional environment.
• Actively participates in the train-the-trainer program and contributes to best practices in learning and development.
• Identifies process errors and implements corrective training measures to enhance staff performance and operational efficiency.

Referral Intake

• Approach each case with a “rule in vs rule out” mindset while conducting all responsibilities, ensuring no opportunity for donation is missed.
• Receive and process inbound referral calls and emails from hospitals, hospices, and medical examiner/coroner’s offices.
• Accurately document all referral details in iTransplant (iTX) to ensure seamless case progression.
• Conduct preliminary medical screening of potential donors based on FDA (U.S. Food and Drug Administration), AATB (The American Association of Tissue Banks), DNWest, and processing partner guidelines.

Case Coordination and Donor Screening

• Serves as the primary liaison between Donor Operations, recovery teams, logistics staff, hospitals, medical examiners/coroners, funeral directors, and processing partners to coordinate the donation process.
• Reviews all associated clinical data, social data, and case notes in iTransplant (iTX) to anticipate and meet processors’ needs.
• Identify and resolve missing or incomplete documentation before recovery proceeds.
• Ensures the suitability, timely recovery, and maximal yield of donated tissues, while adhering to regulatory requirements, medical, and ethical standards.
• Obtains and documents all relevant information appropriately and thoroughly throughout the entirety of a case to maximize donation opportunities.
• Offer suitable tissue to processing partners and accept tissue for recovery on behalf of select partners.
• Conduct comprehensive medical screening of potential donors based on FDA (U.S. Food and Drug Administration), AATB (The American Association of Tissue Banks), DNWest, and processing partner guidelines.
• Discusses screening information with Donor Operations Management as appropriate
• Collaborates with Logistics team to have donor transported to recovery location.

Family Care Specialist – Donation Discussion

• Utilize available resources to maximize the opportunity to inform and guide families about tissue donation with a goal of obtaining authorization.
• Conduct donation discussions with the legally appropriate individual, securing consent for donation per DNWest policies.
• Perform detailed medical and social history interviews to ensure a safe and reliable tissue supply.
• Provide compassionate and professional support to grieving families, helping them honor their loved one’s legacy through donation.

Advanced Coordination and Leadership Skills

• Effectively delegates daily tasks among team members to ensure an equitable distribution of workload, optimizing efficiency and maintaining operational effectiveness.
• Conducts comprehensive Pre-Approach Reviews (PARs) to provide guidance, ensure accuracy, and verify the completion of necessary information.
• Serves as the first level of escalation for all Donation Coordinator roles, providing guidance for questions and concerns.
• Escalates issues to the Manager on Duty (MOD) as needed.
• Adheres to all policies and procedures, including shift pass reporting and escalation protocols.
• Exhibits a strong sense of urgency to ensure optimal timeframes for transplant.
• Collaborates with appropriate DNWest staff to maximize resources and reduce inefficiencies.
• Participates in daily huddles with recovery and logistics teams.
• Coordinates recovery location with recovery staff.
• Updates and maintains recovery outcomes for completed cases while coordinating with the Logistics Department to ensure the timely transport of donors to their final destination, upholding donor dignity at all times.
• Manages the Organ Board to ensure all potential tissue cases are identified and appropriately addressed.
• Delivers constructive feedback and training opportunities in a professional and supportive manner to foster team development and continuous improvement.
• Develops and maintains strong leadership soft skills while demonstrating effective floor management to ensure seamless operations and team support.

DONOR NETWORK WEST STAFF EXPECTATIONS

• Supports the vision, mission, and values of DNWest in every aspect of performance.
• Achieves strategic initiatives by providing constructive feedback and offering solutions to workplace challenges or obstacles.
• Foresees challenges, is proactive, and uses sound judgement and best practices when solving problems and making decisions.
• Conducts work professionally and collaboratively and provides excellent customer service.
• Positively adapts to change, supports new initiatives, and is creative/innovative.
• Demonstrates emotional intelligence by having respectful interactions that bring about productive communication.
• Partners with internal and external contacts in a constructive manner to achieve goals.
• Collaborates with leadership and peers to set professional and personal development goals; and actively works to achieve them.
• Works in a safe, secure, legal, and professional manner in the workplace.
• Adheres to DNWest’s policies and code of conduct.

QUALIFICATIONS

• Minimum 5 years of experience with approaching grieving families and a profound ability to secure tissue authorizations at DNWest or an AATB accredited OPO/Tissue Bank.
• Total number of authorized cases year over year averaging a minimum of 375.
• Skilled in fostering an environment that promotes learning and the application of technical concepts and terminology.
• Able to communicate clearly and kindly, while effectively giving and receiving constructive feedback.
• Ability to communicate and present information effectively and concisely within a team environment.
• Awareness of, or willingness to learn, standard practices in presentation, facilitation, and following facilitator guides for established training.
• Willingness to learn and apply adult learning theory and the impact of curriculum and assessment design.
• Demonstrated excellence in all essential functions of the Donation Coordinator I, II, and III roles.
• Possess advanced knowledge of disease processes and related conditions.
• Must be able to effectively maneuver through multiple computer programs operating at the same time while sitting for long hours, must be able to stay focused and attentive. These programs include, but are not limited to, computers, office equipment, telephonic management systems, electronic medical records, and Microsoft Office systems.
• Strong organizational and time management skills with the ability to prioritize tasks independently and collaboratively.
• Excellent communication skills to interact professionally with grieving families, hospital staff, funeral homes, medical examiners/coroners, and processing partners.
• Ability to think critically, solve problems, and adapt in a fast-paced, high-stakes environment.
• Must have strong team building, prioritization, and strategic skills, with the ability to collaborate effectively and foster a positive work environment with DNWest staff.
• Compassionate and professional demeanor when speaking with grieving families and referral sources.
• Attention to detail with a strong ability to analyze and document medical information accurately.

EDUCATION AND EXPERIENCE

• Required: High School diploma or equivalent. Minimum 5 years of experience approaching grieving families or equivalent work experience.
• Preferred: Bachelor’s degree in biological sciences or an equivalent degree/diploma/certification in an allied health field.
• Bonus: Certified Transplant Preservationist (CTP), Certified Procurement Transplant Coordinator (CPTC), or Certified Tissue Banking Specialist (CTBS) certification.

Donor Network West takes a market-based approach to pay. All candidates' starting pay will be determined based on job-related skills, experience, qualifications and interview performance. Our job listings’ compensation ranges include location-based differentials but may not be reflective of a candidate’s final base salary. Location differentials are determined by an employee’s home address, associated market data provided by government reporting and processed by Payroll. If selected, Donor Network West’s Recruiting & Compensation Team will provide further detail! Salary data provided by third party sites do not accurately reflect our pay structure.

Originally posted on Himalayas