Eye Bank Communications Supervisor

Job Summary

The Eye Bank Communications Supervisor manages the Communications Center of the Utah Lions Eye Bank, overseeing Eye Bank Donor Coordinators and Donor Screeners. This role also involves recruiting, hiring, and training staff for these positions.

Responsibilities

• Train and reassess Eye Bank Donor Coordinators on consent for Anatomical Gift Donations and Donor Risk Assessment Interviews.
• Train and reassess Donor Screeners on initial referral generation, miscellaneous calls, and import offers.
• Develop and maintain Standard Operating Procedures for communications at the Utah Lions Eye Bank.
• Ensure staffing and adequate coverage of the Communications Center.
• Develop, monitor, and report on Communications Center activities through appropriate reports.
• Interface with external communication stakeholders, such as DonorConnect.
• Perform duties of an Eye Bank Donor Coordinator and/or Eye Bank Donor Screener, as needed.
• Assist in AOC call rotation.
• Interact with the Director of Operations, Executive, and Medical Directors concerning medical histories.
• Provide oversight for staffing to ensure adequate coverage of the department.
• Conduct and lead monthly team meetings with Communication Center staff to discuss operations, performance, and policies/procedures.
• Document and distribute meeting minutes to leadership and staff.
• Serve as an active and contributing Administrative Staff member.
• Maintain excellent customer service relations with referring hospitals, funeral homes, law enforcement agencies, OPO, and OME.
• Assist in education and training of technical staff.
• Complete annual Bridge/LMS training per University of Utah Health Academics policy.
• Participate and comply with established Quality Assurance policies and assist with routine monitoring upon request.
• Perform other duties as assigned.

Knowledge, Skills, And Abilities

• Clerical support in medical or health-related field.
• Possess general medical knowledge and apply these skills in determining donor eligibility.
• Strong communication skills and excellent telephone etiquette.
• Ability to prioritize calls and triage donors to maintain efficiency in ocular tissue recovery with minimal supervision.
• Exercise excellent judgment and initiative, keep confidences, be honest and discreet.
• Respect 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 calls 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 and external, in a friendly, customer service-oriented manner.
• Uphold University Health Academics core values by adhering to the PROMISE standards.

Qualifications

• EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).
• Supervisor, Administration Management: Requires a bachelor's (or equivalency) + 2 years of directly related work experience or a master's (or equivalency) degree.
• Prefers two years' experience. Prefers three years' experience in eye, organ, or tissue banking.
• Certification as an Eye Bank Technician required within one year of hire.
• Designation as Medical Director Designee within one year of hire.
• Bachelor's degree in a related field or equivalency required.
• Demonstrated human relations and effective communication skills.