Donor Family Specialist
Gift of Hope NA

Job Info

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Overview
Responsible for developing and maintaining relationships with organ, tissue, and donor-in-spirit donor families following donation, including providing resources, updates and connection opportunities, along with identifying and remedying post-donation issues, cultivating readiness to share their stories and fortifying lifelong relationship with Gift of Hope.
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 outstanding teams and engaging as one of our passionate people committed to a positive culture that embraces diversity, equity, inclusion and belonging. Adhere to all policies and procedures in carrying out the responsibilities of this position.
• Connect with organ, tissue and donor-in-spirit donor families in assigned geographical areas
• Create, plan and execute in-person Donor Family Services events, including donor family/recipient meetings; Memory Box Building events, Legacy & Loved Ones events, tributes; ; memory making opportunities; and hospital events
• Adaptable and thrives in a dynamic environment with shifting priorities, frequent process updates, and evolving objectives. Must be comfortable with ambiguity and able to navigate and succeed in a fast-paced, ever-changing field
• Capacity to analyze and use critical thinking to navigate situations with incomplete or unclear information
• Support donor families through response to their inquiries and collaborate with the Senior Specialists to assess the best plan of care
• Manage difficult, potentially emotionally charged, conversations with empathy and compassion
• Encourage & facilitate communication between donor family members and recipients by following up with the correspondence
• Investigate and respond to donor family inquiries, compliments and complaints through the survey process in collaboration with the Senior Specialists
• Monitor, maintains, support and interact with donor families through the virtual Donor Family Support Group by providing resources and content
• Collaborate and cultivate relationships with internal and external partners to facilitate opportunities for sharing donor family and recipient stories to engage the community and external partners
  • Transplant center coordinators: gather recipient information and encourage and facilitate communication
• Enter clear and complete documentation for every interaction with donor families, hospital staff, and others in donor record in iTransplant
• Build and run donor family reports as needed
  • Access, interpret and execute next steps derived from Donor Family Survey comments
  • Generate original letters and letters from templates
• Adhere to organizational and departmental policies and procedures, and guidelines set forth by AATB
• 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 social services, allied healthcare, or a 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:

• 3-5 years' experience in patient relations, social services, hospice, grief/bereavement, or a related field

• Comfort and confidence in the presence of emotional distress and death
• Bilingual a plus
• Ability to use critical thinking skill set through ambiguous situations

• Strong organizational skills and attention to detail
• Effective oral and written communication skills

• Ability to display empathetic listening skills and problem-solving techniques to effectively respond to each family's concerns or situations
• Problem-solving skills

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 function in a normal office environment
• Ability to drive personal car to perform job functions
• Ability to work outside normal business hours on occasion
• Ability to lift and move 30 pounds
• Ability to use personal cell phone for business purposes
• Ability to work remotely

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
• Work at other locations, including in the community and hospitals
• Occasional overnight travel required
• Carry a personal cell phone to be accessible outside regular business hours

Gift of Hope is committed to maintaining a work environment that is free from discrimination and harassment. Gift of Hope prohibits any conduct that is discriminatory or harassing in nature or that adversely affects an employee's terms or conditions of employment because of their race, color, religion, sex, national origin, citizenship status (with regard to employment), ancestry, age (40 or over), order of protection status, marital status, familial status (with regard to housing), physical or mental disability, arrest record, military status, sexual orientation, gender identity, and unfavorable discharge from military service. These equal employment opportunity practices apply to hiring, training, promotions, salary administration, job assignment, benefits, discipline, termination and all other aspects of the job.

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