Customer Service Management

Details

The Eye Bank Call Center Manager is responsible for managing/overseeing all aspects of the Eye Bank Communication Center (EBCC) and the Donor Communications Center (DCC) of the Utah Lions Eye Bank. Additionally, the Eye Bank Communications Manager, under minimal supervision, is responsible for planning, organizing, and directing all aspects pertaining to the EBCC and the DCC including the department’s internal and external customer service, staffing and financial management operations.

The Eye Bank Call Center Manager will be responsible for:
• Training and re-assessing all Eye Bank Donor Coordinators on a periodic basis, which includes, but is not limited to obtaining consent for Anatomical Gift Donations and conducting Donor Risk Assessment Interviews with legal next-of-kin, and data entry.
• Training and re-assessing all Donor Screeners on a periodic basis, which includes, but is not limited to initial referral generation of initial referrals, miscellaneous calls, and import offers.
• Developing and maintaining Standard Operating Procedures as related to the communications of the Utah Lions Eye Bank.
• Ensuring staffing and adequate coverage of Communications Center.
• Developing, monitoring, and reporting on Communications Center activities through appropriate and timely reports.
• Interfacing with external communication stakeholders, including, but not limited to DonorConnect.
• Performing duties of an Eye Bank Donor Coordinator and/or Eye Bank Donor Screener, as needed.
• Assisting in AOC call rotation.
• Interacting with the Director of Operations, as well as Executive and Medical Directors concerning medical histories.
• Providing oversight for staffing to ensure adequate coverage of department.
• Conducting and leading monthly team meetings with Communication Center staff to discuss current operations, team performance, and further educate staff on policies and procedures.
• Documenting and distributing meeting minutes to leadership and staff.
• Serving as an active and contributing Administrative Staff member.
• Maintaining excellent customer service relations with referring hospitals, funeral homes, law enforcement agencies, OPO, and OME.
• Assisting in education and training of technical staff.
• Completing annual Bridge/LMS training per University of Utah Health Academics policy.
• Participating and complying with established Quality Assurance policies and assist with routine monitoring upon request.
• Performing other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITY
• Clerical support in medical or health related field.
• Possess general medical knowledge and apply these skills in determination of donor eligibility.
• Strong communication skills and excellent telephone etiquette.
• Ability to prioritize calls and triage donors to maintain efficiency in ocular tissue recovery with minimum supervision.
• Exercise excellent judgment and initiative, keep confidences, be honest and discreet.
• Respects patient confidentiality, honesty, and integrity.
• Maintain an excellent attendance record.
• Interact with all others in a professional and customer-friendly manner.
• Ability to be a supportive team member.
• PC skills including excellent data entry abilities.
• Must be able to take call when adequate coverage cannot be secured.
• Possess knowledge of all ULEB procedures, EBAA Medical Standards, and FDA regulations pertaining to eye banking.
• Know and follow current hospital and Medical Examiner office procedures regarding organ/tissue donation in accordance with current FDA/EBAA/OME/ULEB Policies and Procedures.
• Interact professionally with all persons, both internal