Director Case Development - Contact Center

Overview

Ready for a Life-Changing Career? Join LiveOnNY and Make a Lasting Impact 

LiveOnNY is a federally designated organ procurement organization (OPO) dedicated to honoring, saving, and transforming lives through organ and tissue donation. As a member of our team, you’ll be part of a mission-driven nonprofit organization working alongside more than 100 hospitals to support organ and tissue donors and their families—helping to bring the gift of life to those on the national transplant waitlist.

 

Serving a vibrant and diverse population of 13 million across New York City and the counties of Nassau, Suffolk, Westchester, Orange, Putnam, Dutchess, and Rockland, LiveOnNY is proud to be one of the highest-performing OPOs in the country. Over the past three years, we’ve seen a 70% increase in organ donation—driven by the compassion and generosity of New Yorkers. 

Explore a career where your work truly matters. At LiveOnNY, you’ll grow professionally while helping others live on. 

 

The Director, Case Development Contact Center provides strategic and operational leadership and oversight of LiveOnNY’s contact center operations, referral triage, and daily donor management activities. This role ensures regulatory compliance, operational excellence, and continuous process improvement to maximize donor potential while maintaining the highest clinical, ethical, and professional standards.  The Director leads and develops the contact center team, collaborates across departments to optimize the end-to-end donation process, and serves as a key member of LiveOnNY’s leadership team in advancing the organization’s mission of organ and tissue donation.  The Director supports and fosters the mission, vision, and core values of LiveOnNY and its commitment to organ and tissue donation.

 

The Director supports and fosters the mission, vision, and core values of LiveOnNY and its commitment to organ, eye, and tissue donation.  All services performed in this role must be conducted in compliance with applicable federal and state laws, regulations, and oversight requirements, including but not limited to CMS Conditions for Coverage, the New York State Anatomical Gift Act (NYS AGA), FDA requirements, OPTN policies, UNet allocation processes, and all applicable LiveOnNY (LVNY) policies, standard operating procedures (SOPs), and directives. 

 

The Director must maintain a residence within LiveOnNY’s designated service area and maintain readiness to travel to assigned donor hospitals in a timely manner, including immediate response upon assignment or reassignment. 

 

Responsibilities

Clinical & Operational Leadership 

• Provide daily oversight of all contact center operations, ensuring adherence to clinical guidelines and compliance with CMS, UNOS, OPTN, and LiveOnNY policies and procedures. 

• Ensure accurate and timely collection, analysis, and escalation of referrals to optimize the ability to maintain the opportunity for donation.

• Maintain appropriate contact center staffing models to support activity levels, referral volume, and case complexity. 
• Daily performance management of Contact Center teams (Individual call volume, code usage, assignment completion etc.)

• Review donor suitability parameters and ensure consistent application/adherence to established protocols.
• Foster a consistent cross departmental collaborative approach to donation by ensuring referrals are thoroughly triaged for donor potential and communicated to the appropriate department leader.

• Provide senior leadership coverage as needed, including 24/7 operational accountability and assumption of Senior Director responsibilities when required. 

• Continuously evaluate and enhance systems and workflows to maximize identification and actioning of cases with donor potential.

Staff Leadership & Development 

• Directly oversee contact center coordinators and contact center triage nurses maintaining accountability for departmental performance and outcomes. 

• Establish and manage staffing plans, performance evaluation processes, succession planning, and professional development pathways. 

• Ensure contact center staff receive appropriate onboarding, training, ongoing education, and competency validation. 

• Conduct routine in-person follow-ups with field teams to foster collaboration, observe performance, and reinforce policy adherence. 

• Maintains awareness of Case Development team interactions with customers and co-workers, observing employee demeanor, customer service, and conformity to company policies.

• Demonstrate the ability to perform all Case de