Senior Donation Coordinator

About the role

Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research. At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.

The Senior Donation Coordinator (SDC) is a key member of a dedicated team that helps transform loss into hope by facilitating the gift of life through tissue donation. As the first point of contact in the donation process, the SDC is responsible for receiving donor referrals, assessing donation suitability, coordinating cases, engaging with grieving families, serving as the primary liaison with the tissue recovery and logistics departments, and ensuring every opportunity for donation is maximized. This role is vital in fulfilling DNWest’s mission to save and heal lives through the selfless generosity of donors and their families.

Operating in a 24/7/365, fast-paced environment, the SDC collaborates with donor families, hospitals, hospices, medical examiners/coroners, funeral homes, tissue processing partners, Donor Operations Management, recovery staff, organ clinical staff, logistics staff, the Learning and Development Department, and other key individuals and groups to facilitate donation with efficiency, accuracy, and compassion. As subject matter experts in Donation Discussion, SDCs collaborate with Donation Coordinator Field Trainers to provide training, guidance, and support to Donation Coordinators. They have a key role in developing the skills necessary for effective Donation Discussions, ensuring that trainees are equipped to engage with donor families with professionalism, empathy, and confidence. SDCs are invaluable resources for all Donation Coordinators, providing guidance and support while also taking on floor management responsibilities and delegating daily tasks to ensure operational efficiency.

Responsibilities

General

• Identifies process errors that may necessitate additional staff training
• Maintains knowledge of department quality assurance standards, processes, and procedures identifying and correcting authorization paperwork errors while providing real-time staff training as needed
• Evaluates administrative departmental situations, making sound, appropriate decisions and effectively communicating with relevant parties
• Keeps management informed of any variances or discrepancies
• Maintain compliance with all DNWest and regulatory requirements by completing Learning Management System (LMS) trainings on time
• Attend all mandatory trainings, team meetings, and professional development sessions
• Ensures timely completion of chart corrections as required
• Contributes to and fosters a positive work environment while consistently promoting Ideal Team Player concepts
• Remains adaptable and open to change while actively supporting and encouraging team members through transitions to ensure a smooth adjustment

Training and Development

• Serves as a subject matter expert in Donation Discussion
• Train staff on effective communication strategies to educate families about tissue donation while demonstrating empathy and professionalism
• Ensure trainees understand policies for conducting Donation Discussions with legally appropriate individuals and obtaining authorization
• Facilitate role-play scenarios to develop staff competency in performing medical and social history interviews
• Provide coaching on delivering compassionate support to grieving families while guiding them through the donation process
• Implements structured training programs for staff, ensuring competency in Donation Discussion
• Conducts ongoing education and competency assessments in Donation Discussion ensure continuous professional development and compliance with organizational and regulatory standards
• Provide one-on-one coaching and mentorship to team members, offering constructive feedback and skill enhancement opportunities
• Collaborates with Donor Operations Management and Donation Coordinator Field Trainer to identify training needs, track progress, and develop solutions for performance improvement
• Facilitate continuing education sessions and on-the-job training to reinforce Donation Discussion best practices and skill enhancement opportunities
• Serve as the first point of escalation for Donation Coordinators during training, offering real-time coaching and support
• Works closely with Donation Coordinator Field Trainers to identify operational trends and inform management of policy or procedural variances
• Documents training progress, performance trends, and competency assessments, providing data-driven recommendations for enhancement in Donation Discussion
• Engages in regular check-ins and feedback sessions with the Learning and Development Department, Donation Coordinator Field Trainers, and Donor Operations Management to align Donation Discussion training initiatives with organizational goals
• Creates a supportive learning environment to foster trainee success and professional environment
• Actively participates in the train-the-trainer program and contributes to best practices in learning and development
• Identifies process errors and implements corrective training measures to enhance staff performance and operational efficiency

Referral Intake

• Approach each case with a “rule in vs rule out” mindset while conducting all responsibilities, ensuring no opportunity for donation is missed
• Receive and process inbound referral calls and emails from hospitals, hospices, and medical examiner/coroner’s offices
• Accurately document all referral details in iTransplant (iTX) to ensure seamless case progression
• Conduct preliminary medical screening of potential donors based on FDA (U.S. Food and Drug Administration), AATB (The American Association of Tissue Banks), DNWest, and processing partner guidelines

Case Coordination and Donor Screening

• Serves as the primary liaison between Donor Operations, recovery teams, logistics staff, hospitals, medical examiners/coroners, funeral directors, and processing partners to coordinate the donation process
• Reviews all associated clinical data, social data, and case notes in iTransplant (iTX) to anticipate and meet processors’ needs
• Identify and resolve missing or incomplete documentation before recovery proceeds
• Ensures the suitability, timely recovery, and maximal yield of donated tissues, while adhering to regulatory requirements, medical, and ethical standards
• Obtains and documents all relevant information appropriately and thoroughly throughout the entirety of a case to maximize donation opportunities
• Offer suitable tissue to processing partners and accept tissue for recovery on behalf of select partners
• Conduct comprehensive medical screening of potential donors based on FDA (U.S. Food and Drug Administration), AATB (The American Association of Tissue Banks), DNWest, and processing partner guidelines
• Discusses screening information with Donor Operations Management as appropriate