Hospital Services Coordinator

About the role

Independently consults with assigned hospitals in the Southwest Transplant Alliance service area, specifically with key hospital decision-makers. Assists hospitals in the development of policies and procedures regarding organ/recovery donation. Educates nurses, physicians, and other hospital personnel throughout all hospital units to increase organ and recovery donation.

Responsibilities

• Makes immediate responses to referrals and other situations, requiring in-person presence and expertise.
• Monitors the evaluation of referral and donation patterns through hospital needs, assessments, death record reviews, post-donation/referral case reviews with hospital leadership, PDSAs, and after-action reviews with internal clinical staff.
• Engages with Clinical and Hospital Services leadership to foster, promote, and sustain cross-departmental collaboration in support of optimal outcomes.
• Collaborates with supervisors, cohorts, and other department leaders to promote and achieve cross-departmental service delivery goals and develop and implement an assessment tool to monitor cross-departmental relationships with hospital partners.
• Works collaboratively with hospital leaders, administrators, physicians, and nurses to educate and build a culture of donation that follows policies.
• Conducts services related to STA Family Services programs to families of potential organ donors and follows up through the STA Aftercare Program.
• Performs donor hospital referrals and updates open referrals.
• Conducts timely referral and donor case follow-up.
• Visits all assigned hospitals within the defined region to assess, plan, and re-evaluate the effectiveness of the donation process.
• Develops and maintains effective relationships with key hospital personnel to foster the donation process.
• Consults with a clinical Referral Specialist (RS), as needed, to verify medical suitability and provide sequential updates as the case progresses; makes contact (huddles) with the attending physician and hospital staff, to establish relationship plans.
• Participates in staff, department, team, and/or committee meetings as deemed appropriate by prior commitments to donor hospitals and job responsibilities.
• Participates in STA and/or other entity-initiated quality initiatives.
• Responds on-site independently and/or in conjunction with assigned staff to all appropriate hospital referrals within the designated time outlined per policy and procedure.
• Initiates frequent huddles with hospital and STA staff to ensure that the Authorizing Party/Notifying Party is presented with the opportunity for donation or donor designation notification in the most appropriate time frame and manner.
• Accesses donor registries to determine prior authorization for donation.
• Communicates with the attending physician and other members of the healthcare team to establish rapport and ensure a collaborative planned approach for the donation discussion and authorization process.
• Works with hospital administration to create effective policies to support donation.
• Develops and implements plans to optimize hospital performance, including, but not limited to, tracking hospital results to monitor progress and modify as needed.
• Prepares written analysis of key donation outcomes.
• Develops solutions to issues that impede the donation process.
• Conducts monthly medical record reviews of missed opportunities for donation.
• Meets regularly with appropriate Quality and/or management representatives to review hospital donation performance.
• Maintains knowledge of the OPO industry and regulatory standards, DSA hospitals, and hospital systems or equivalent.
• Joins rotations to complete office duties such as maintaining and updating the office huddle board.
• Provides work direction, coaching, and mentoring.
• Performs assigned aspects of data and analysis reviews with leadership and serves the hospital services department as a point of contact for data reporting needs.
• Conducts after-action reviews to ensure timely follow-up and education have been conducted by members of the HS team, looking for trends.
• Pursues continued professional development through formal development planning and pursues mentoring opportunities.
• Stays current and involved in national and regional collaborative opportunities for the OPO community.
• Participates in the planning and implementation of Bi-annual Skills Day.
• May be asked to determine family dynamics and assess the family's understanding of the patient's prognosis when appropriate to initiate the donation discussion.
• Initiates the donation authorization process for potential organ and recovery donor families before, during, and after death declaration. Provides families with the detailed information required to give legally informed authorization for anatomical donation.

Requirements

• A bachelor’s degree in business, marketing, life sciences, public relations, counseling, ministry, social work, or communication is required.
• A minimum (2) years experience working in health care, physician-relations, communications, OPO, or recovery field preferred.
• A minimum of (1) year of work experience in a hospital or similar setting; two or more years of experience, including ICU or other critical care settings, is a plus.
• Strong interpersonal and presentation skills to a variety of audiences, with the ability to work both independently and as part of a team required.
• Ability to immediately respond to referrals and other situations, occurring during standard and alternate hours, requiring in-person presence and expertise.
• Demonstrated ability with strong communication skills to establish relationships and work diplomatically with key stakeholders and clients of diverse backgrounds.
• Ability to cope with high levels of stress and able to manage a heavy workload.
• Ability to travel in light and commercial aircraft or drive his/her auto to meet all job duties and responsibilities.
• A current Driver’s License is required.
• Proficient in MS Office, Word, Excel, and PowerPoint.

Qualifications

• Educational qualifications: Bachelor’s degree in business, marketing, life sciences, public relations, counseling, ministry, social work, or communication.
• Experience: Minimum (2) years experience working in health care, physician-relations, communications, OPO, or recovery field preferred; at least (1) year of work experience in a hospital or similar setting; two or more years of experience, including ICU or other critical care settings, is a plus.
• Skills: Strong interpersonal and presentation skills to a variety of audiences, with the ability to work both independently and as part of a team required; ability to immediately respond to referrals and other situations, occurring during standard and alternate hours, requiring in-person presence and expertise; demonstrated ability with strong communication skills to establish relationships and work diplomatically with key stakeholders and clients of diverse backgrounds; ability to cope with high levels of stress and able to manage a heavy workload; ability to travel in light and commercial aircraft or drive his/her auto to meet all job duties and responsibilities; proficient in MS Office, Word, Excel, and PowerPoint.