Manager, Clinical Services

Manager, Clinical Services

The Manager, Clinical Services is accountable for the successful operation of the organization's 24 / 7 triage and referral management services, which includes direct management of all Clinical Communication Coordinators (CCCs). The members of the Clinical Services team play a critical role in supporting LifeCenter's mission through their work to identify and preserve opportunities for organ donation. Key functions of the team include screening and triage of organ donor referral calls from area hospitals, including the medical evaluation of potential donors, coordination and communication with the Resource Triage Coordinator (RTC), clinical Administrator On-Call (AOC), and Family Support Administrator On-Call (FSAOC). The manager provides both day-to-day management and clinical expertise to support staff.

Essential Job Functions

• Management Responsibilities : Accountable for the department's daily management including hiring, on-boarding, training, performance management, and coaching / mentoring. Ensures department is appropriately staffed and scheduled to support clinical activity and organizational outcomes. Assists with the development of departmental and organizational strategy. Is responsible for ensuring implementation of applicable departmental strategic initiatives. Functions as a clinical expert and resource to clinical departmental staff. Ensures close collaboration between the clinical department staff, RTCs, AOCs, FSAOCs, and other LifeCenter departments. Identifies and executes opportunities for improvement and efficiency with the triage and on-site referral response processes. Develops and ensures compliance with regulatory standards / requirements and departmental policies and procedures. Maintains current knowledge of the donation and transplantation industry. Identifies areas of opportunities for staff development or improvement and initiates action to address those opportunities with a strong focus on staff retention. Leads organizational and departmental projects as assigned. Establishes an environment in alignment with LifeCenter's core values of integrity, collaboration, service, and courage. May take inbound calls during times of high call volume or during staffing shortages. Manager may be required to work nights and weekends to perform management duties and / or support staff.
• Clinical Responsibilities : May be required to backfill team's on-call schedule as needed. Maintains current knowledge of the donation and transplantation industry.
• Training Responsibilities : In collaboration with the appropriate departments, including Training & Development, coordinates and executes staff training. Identifies additional training and development needed to maximize staff performance. Responsible for ensuring effective onboarding of direct reports. Ensures timely staff participation in and successful completion of required and recommended training.
• Communication Responsibilities : Ensures effective communication and collaboration with team personnel, organization leadership, medical professionals, hospitals, and other donation organizations. Serves as clinical resource for the Hospital Development department, which may include giving presentations to various groups. Works in concert with Operations leadership, Clinical Training Program Manager and Trainers, and Quality Departments to increase donation and transplantation outcomes and compliance with quality processes.
• Administrative & Quality Responsibilities : Submits appropriate documentation for all training events attended. Each month by the prescribed due date, completes and submits a reconciliation of business expenses charged on their corporate VISA card and any expenses submitted by direct reports. Follows-up on any issues in a timely manner. Every two weeks by the prescribed due date, completes a timesheet that accurately reflects any specific pay units or time away used during the period. Every two weeks by the prescribed due date, reviews and approves timesheets for direct reports. Follows-up on any issues in a timely manner. Participates as a member of the Operations leadership and engages with other applicable departments to reduce risk and ensure quality processes are in place. Participates in auditing and monitoring activities as needed. Ensures timely response to controlled document modifications and compliance, CAPA (Corrective Action / Preventive Action), regulatory reporting, audit support, ongoing competencies, and quality improvement projects. Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions. Remains proficient in all regulatory and accrediting agency standards and policies.
• Supervision : This position directly supervises all Clinical Communications Coordinators. Collaborates with Training and Development and other departments whose staff require exposure to the referral response process.
• Other Responsibilities : Performs other related duties as required by the company and the senior leadership team. Complies with applicable laws, regulations, and LifeCenter policies and procedures. Foresees challenges, is proactive and uses sound judgement and best practices when solving problems and making decisions. Positively adapts to change, supports new initiatives, and is creative / innovative. Demonstrates engagement with the team and the organization.

Knowledge, Skills, Abilities : Knowledge of relevant medical terminology and pathology, ability to translate complex medical information into easily understandable language for staff to understand. Must be able to analyze and assess situations and create solutions to solve problems. Must possess initiative and a desire for continuous improvement. Must be a critical thinker with an ability to thoughtfully analyze multiple variables to arrive at an appropriate decision. Ability to identify problems and collaborate with others to solve the problems in a timely and professional fashion. Ability to learn new tools, applications, and technologies quickly, easily, and independently. This individual must demonstrate operating knowledge of computers and smart phones with a demonstrable, intermediate level skill (at a minimum) with email, Word, Excel, and other comparable software programs. Excellent knowledge of writing and editing standards, including grammar, punctuation, spelling, and vocabulary. An ability to accurately present the donation process in formal and informal educational opportunities. Must be compassionate, conscientious, ethical, and possess versatile interpersonal skills that allow the manager to have effective communication with their team and health care professionals.

Behavioral Requirements : The employee in this position must uphold the core values of LifeCenter; these include : Integrity : We are trustworthy, reliable, respectful, and accountable. Collaboration : We work in partnership with others, seeking to understand and be understood, and finding common ground and shared goals to build upon together. Courage : We take personal responsibility and face challenges head-on. Service : Through professionalism and dedication, we honor our commitment to serve others and our obligation to be good stewards of the gift of life.

Physical Activities / Requirements : This position requires on-call responsibilities and the availability to promptly travel within and outside the LifeCenter's donor service area. This position requires supervision of employees in any part of LifeCenter's donor service area. This position requires the ability to effectively operate phones, computers, and other office equipment. The individual must have the ability to communicate clearly using the English language to accurately convey information and be able to hear at normal speaking levels both in person and over the phone. Specific vision abilities required by this position include close vision, depth perception, and the ability to adjust focus. Generally, working conditions do not require exposure to hazardous materials nor extremes in health and safety hazards. Work is normally performed in an office or hospital setting as well as other business environments. Must have a clear understanding of universal precautions and consistently adhere to these standards. This position is required to follow hospital immunization, health screening, and background check requirements. Immunizations and tests will be provided by LifeCenter as required. The employee is required to move equipment and supplies up to 25 pounds with or without assistance.

Anticipated Weekly Time Commitment : The duties of this position will typically require 37 hours per week. Because of the nature of this position the incumbent may need to work outside of regular business hours, including evenings, nights, weekends and holidays, sometimes without advance notice, referral activity, or scheduled on-call shifts.

Education, Experience & Job Requirements : Bachelor's degree, or equivalent academic pursuit with project management experience, and previous healthcare experience required. At least three years' management experience required. OPO or other donation experience in a non-management role may be considered equivalent. Healthcare experience required. Registered nurse preferred. ACLS preferred. Requires a valid driver's license and access to an insured automobile or the ability to arrive and depart from work and work-related functions at expected times. Proof of COVID-19 vaccination or applicable medical or religious exemption will be required as a condition of employment upon offer.

Benefits and Compensation : LifeCenter Northwest offers medical, dental, vision, basic life insurance, accidental death & dismemberment insurance, long-term disability insurance, and travel accident insurance. Employees have the option of enrolling in the following supplemental or voluntary plans : life insurance, short-term disability, accident insurance, hospital indemnity, critical illness coverage and pet insurance. Employees enrolled in our 403(b) program will receive an employer match of up to 7% after one year, employees are auto enrolled at 3% and may change their enrollment at any time. LifeCenter encourages all employees to find balance and well-being and provides all employees access to an Employee Assistance Program (EAP) and provides a quarterly Wellness Reimbursement. Employees enjoy paid holidays throughout the calendar year and earn 119 hours of PTO annually (to start) as well as Health Time Off hours that is earned 1 hour per 30 worked, paid living donor leave, two weeks paid jury duty leave after 6 months of service, and three weeks of paid parental leave after one year of service is complete. A comprehensive review of benefits can