VP of Donation Development and Family Services

Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research. We welcome diverse perspectives and foster an environment of collaboration and service.

About the role

The Vice President of Donation Development and Family Services (VPDDFS) is responsible for the management, oversight, performance, fiscal management, strategic planning, staffing, and regulatory compliance of the Donation Development and Family Services departments. These departments include partner and hospital relationship management and development, donor approach and authorization, and donor family aftercare services.

The VPDDFS will engage leadership, front-line staff, and others around a well-articulated strategy to increase DNWest’s donation development efforts, leading to top-quartile authorization and conversion rates of potential donors. In collaboration with the Chief Operating Officer (COO) and DNWest clinical leadership, the VPDDFS will create and sustain hospital and partner relations strategies, Family Services team operational effectiveness, and oversight of DNWest’s Donor Aftercare operations by leading continuous process improvement and accountability.

This position is responsible for developing and formulating short and long-term strategies and overarching programs designed to improve DNWest’s competitive position with external stakeholders. As a part of the Executive Leadership Team, the VPDDFS participates in organizational strategic planning and budgeting processes.

Responsibilities

• Donation System Development
  • Oversee system-wide and mission-critical efforts to build positive hospital and partner donation environments.
  • Provide leadership, resources, and strategic direction for the development and implementation of key hospital and partner strategies tailored to each organization to support process improvement and accountability.
  • Increase authorization and conversion rates above expected outcomes by partnering with executive and senior leadership to develop a cogent, self-sustaining growth strategy aligned with the organization’s mission, vision, and values.
  • Focus DNWest’s practice on known best practices to improve hospital services performance metrics.
  • Implement measurement of adherence to best practices and incorporate metrics into hospital dashboards.
  • Establish, implement, and monitor key performance indicators, metrics, and monthly/annual goals for departments.
  • Initiate corrective actions when indicators, metrics, and goals are not compliant with established targets.
  • Develop a vision for DNWest’s operational response to referrals by managing oversight and ensuring implementation of an effective, service-driven response.
  • Review data pertaining to authorization, conversion, and referral rates for DNWest’s hospitals and partners, and make recommendations for system improvements.
  • Analyze hospital metrics and report to the COO.
  • Work with leadership to analyze individual and aggregate regional hospital performance and direct recommended improvement strategies.
  • Engage high-level hospital leaders and physicians to support and improve donation processes and metrics.
  • Evaluate hospital need for in-house DNWest staff resources and work with leadership to position staff in hospitals.
  • Track and monitor face-to-face meetings of DNWest leadership with hospital leadership in key donor potential hospitals.
  • Collaborate with leadership to ensure all Donation Development community events are executed with positive outcomes.
  • Ensure effective delivery of educational programs to sustain collaborative relationships with hospital champions, physicians, and nurses.
  • Develop, implement, and improve systems for tracking and reporting hospital development activities, outcomes, and customer satisfaction related to hospital demographics, professional education services, and DNWest’s organ, eye, and tissue donor potential.
  • Collaborate with Organ and Tissue operations to improve donation outcomes.
  • Engage in the development, implementation, and updates of DNWest’s policies and procedures as they relate to the authorization and donation processes.
• Family Services and Aftercare
  • Provide leadership, resources, and strategic direction for activities ensuring DNWest provides excellent family care before, during, and after the donation discussion.
  • Focus DNWest practice on known best practices to improve authorization rates.
  • Ensure DNWest provides quality aftercare to organ and tissue donor families; monitor and evaluate services and incorporate best practices.
  • Direct activities that monitor the effectiveness of Family Services and Aftercare programs to maintain high standards, excellent services to donor families, and meet targets for authorization rates.
  • Review data pertaining to authorization rates for organ and tissue donation and make recommendations for system improvements; analyze and report individual and organizational authorization rates to the COO.
  • Collaborate with leadership to deliver consistency in DNWest messaging during donation conversations with donor families and hospitals.
  • Review individual authorization statistics and donor and referral activity to ensure quality of practice and service in relation to DNWest’s expected goals.
  • Work with Tissue Operations leadership to review authorization data and practices; provide recommendations for process improvement to attain organizational targets and ensure consistency of practice.
  • Review feedback from donor families and use the information to improve processes and systems; share information with COO and clinical and tissue leadership.
  • Collaborate with other department leadership to optimize services to donor families and enhance authorization and conversion outcomes.
  • Engage in the development, implementation, and updates of DNWest’s policies and procedures as they relate to the authorization and donation processes.
• Staff and Management Development
  • Create and develop staffing models to ensure adequate staffing levels for high and efficient performance.
  • Oversee the design of department leadership structure and roles; mentor and coach leadership staff to ensure program and staff operations meet goals and objectives.
  • Oversee effective recruiting and hiring practices, training leadership to staff their organizations effectively.
  • Manage assigned staff toward the accomplishment of DNWest’s mission, including recruitment, selection, scheduling, training, counseling, coaching, correction, disciplinary action, appraisal, recognition, and recommending salary and promotional actions.
  • Create a vision that inspires staff to do their best work, promoting success and accountability while honoring the organization’s commitment to teamwork, integrity, passion, and excellence.
• Program Operational Management
  • As a member of the Executive Leadership Team, participate in organizational visioning, strategic planning, and budgeting.
  • Lead multi-functional teams to plan and execute Donation Development, Family Services, and Aftercare projects according to goals, budgets, and timelines.
  • Work with Clinical Skills and Practices, Learning and Development, and Quality Systems to identify occurrence trending and performance improvement opportunities.
  • Maintain professional relationships with management, medical, nursing, and ancillary staff within and outside the organization.
  • Participate in an operational call schedule when directed by the COO.
  • Attend required board meetings, staff meetings, academies, training programs, and in-services deemed necessary by the COO.
  • Cultivate and grow external stakeholder relationships and engagement by supporting DNWest’s brand, ensuring responsive service delivery, and enhancing reputation as a trusted partner.
  • Ensure compliance with all current federal, state, and local laws and regulations, including FDA, CMS, and UNOS.
  • Meet accrediting organizations’ standards, including AATB and EBAA, and Donor Network West’s Policies and Procedures (P&P).

Qualifications

• Highly developed interpersonal skills and respectful communication ability with hospital staff, the public, families, and colleagues.
• Ability to communicate and model successful behavior to staff; strong interpersonal and diplomacy skills, especially active listening and respect for differing viewpoints.
• Conveys a sense of urgency when appropriate; persists in the face of obstacles; strives for excellence and drives outcomes that meet or exceed standards.
• Ability to manage a diverse team of experts overseeing several projects simultaneously on time and budget with professionalism and integrity.
• Ability to leverage internal resources across organizational boundaries to meet departmental goals and needs.
• Strong strategic thinking ability and project management skills.
• Adept at analysis of data, metrics, statistical reports, and data presentation.
• Extensive experience in business administration, budgeting, and strategic planning.
• Ability to present in front of large and small groups.
• Detailed knowledge of applicable regulations and standards, including FDA, UNOS, AATB, and the State of California.
• Ability to leverage information technology to develop, manage, maintain, and grow donation development.
• Ability to read and interpret documents such as procedures, standards, regulations, protocols, and validations.

Leadership Expectations

• Build meaning and purpose for the team by demonstrating the vision, mission, and values of DNWest.
• Achieve strategic initiatives through employees by communicating job expectations, planning, monitoring, and appraising job results; provide accurate feedback and recognition in a timely manner.
• Foresee challenges, be proactive, and use sound judgment and best practices when solving problems and making decisions.
• Conduct work professionally and collaboratively, providing excellent customer service.
• Positively adapt to change, support new initiatives, and demonstrate creativity and innovation.
• Demonstrate emotional intelligence through respectful interactions that bring about productive communication.
• Retain team members and demonstrate effective leadership.