Manager, Family Services - REMOTE

Company Description

Come join our team and become part of what the Boston Globe has recognized as one of the Top 100 Women-Led Businesses in Massachusetts 2018 - 2024! 

Saving lives through organ and tissue donation is the mission uniting our employees and drives the work we do. 

New England Donor Services (NEDS) coordinates organ and tissue donation in Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, the eastern counties of Vermont and Bermuda. Responsible for one of the largest of the 56 Organ Procurement Organizations (OPOs) that make up the nation’s donation system, NEDS works with over 200 hospitals and serves nearly 15 million people in our region, screening nearly 55,000 potential donor referrals annually. With approximately $110M in operating revenues, NEDS employs 348 clinical and non-clinical staff members throughout New England and across the country.

Our vision is to be a leader in the development and implementation of strategies to increase the life-saving and life-enhancing gifts of organ and tissue donation through effective relationships with our clinical partners, donor families and the communities we serve.

Job Description

New England Donor Services (NEDS)  is currenlty searching for an experienced Manager, Family Services with prior OPO manager experience to be a leader in the development and implementation of strategies to increase the lifesaving and life enhancing gifts or organ and tissue donation through effective relationships with our clinical partners, donor families, and the communities we serve. Assumes day to day responsibility of the Family Services team, and supervises and evaluates the performance of the Family Services Team.  Through monthly rounding and 90-day plans, the manager provides coaching and mentorship with each direct report and leads the team strategies to meet and exceed team goals.

Supervision:

• Provides supervision and support to respective team members, including but not limited to monthly rounding meetings, performance improvement plans and remedial coaching as needed.
• Partners with Human Resources, and Senior Director of Family Services to address all employee relations issues in accordance with NEDS policy, procedure and practice.
• Conducts performance evaluations, sets goals and performance metrics in conjunction with the Senior Director of Family Services.

Administrative:

• Ensures optimal staffing on the Family Services call schedule at all times and is available for consultation by phone.
• Participates as a key team member in the selection of new Family Services hires and supports Family Services Team Leader(s) in the role of primary preceptor.
• Creates the agenda and facilitates Family Services Team meetings.
• May perform other activities or special projects as assigned by the Senior Director of Family Services or designee.

Training:  

• Works in collaboration with the Senior Director of Education and Development to ensure all Standard Operating Procedures are communicated, trained and practiced, mandatory education requirements are met and professional development opportunities are provided.

Clinical:

• Together with the Senior Director of Family Services, holds ODS accountable to the authorization goal of the organization and seeks out ways to continuously improve the authorization rate and Collaborative Donation Process.
• Participates in hospital development efforts with Hospital Donation Strategists (HDS), including facilitating meetings with key hospital personnel and presenting on the Collaborative Donation Process.
• Uses conflict resolution and negotiation skills to resolve issues that arise both within and with other NEDS departments as well as within the hospital community.
• Provides remote response to referrals and cases in FSC role in situations of high clinical activity.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES:

• Sustainment Technique / Dual Advocacy: The ability to work empathetically, compassionately and professionally with families in crisis, to provide education on organ and tissue donation and to advocate for donation while being respectful of individual family circumstances. 
• Clinical Knowledge: Ability to conduct and document medical/social histories.
• Computer & Application Literacy: Skilled in Word, Excel, Outlook, email and the ability to learn NEDS’ internal systems including, but not limited to, True North, SharePoint.
• Interpersonal and Communication Skills: Ability to communicate openly and effectively with all members of hospital and NEDS teams.
• Intellect