OverviewThe Director, Case Development Contact Center provides strategic and operational leadership and oversight of LiveOnNY’s contact center operations, referral triage, and daily donor management activities. This role ensures regulatory compliance, operational excellence, and continuous process improvement to maximize donor potential while maintaining the highest clinical, ethical, and professional standards. The Director leads and develops the contact center team, collaborates across departments to optimize the end-to-end donation process, and serves as a key member of LiveOnNY’s leadership team in advancing the organization’s mission of organ and tissue donation. The Director supports and fosters the mission, vision, and core values of LiveOnNY and its commitment to organ and tissue donation.
The Director supports and fosters the mission, vision, and core values of LiveOnNY and its commitment to organ, eye, and tissue donation. All services performed in this role must be conducted in compliance with applicable federal and state laws, regulations, and oversight requirements, including but not limited to CMS Conditions for Coverage, the New York State Anatomical Gift Act (NYS AGA), FDA requirements, OPTN policies, UNet allocation processes, and all applicable LiveOnNY (LVNY) policies, standard operating procedures (SOPs), and directives.
The Director must maintain a residence within LiveOnNY’s designated service area and maintain readiness to travel to assigned donor hospitals in a timely manner, including immediate response upon assignment or reassignment.
Responsibilities
Clinical & Operational Leadership
- Provide daily oversight of all contact center operations, ensuring adherence to clinical guidelines and compliance with CMS, UNOS, OPTN, and LiveOnNY policies and procedures.
- Ensure accurate and timely collection, analysis, and escalation of referrals to optimize the ability to maintain the opportunity for donation.
- Maintain appropriate contact center staffing models to support activity levels, referral volume, and case complexity.
- Daily performance management of Contact Center teams (Individual call volume, code usage, assignment completion etc.)
- Review donor suitability parameters and ensure consistent application/adherence to established protocols.
- Foster a consistent cross departmental collaborative approach to donation by ensuring referrals are thoroughly triaged for donor potential and communicated to the appropriate department leader.
- Provide senior leadership coverage as needed, including 24/7 operational accountability and assumption of Senior Director responsibilities when required.
- Continuously evaluate and enhance systems and workflows to maximize identification and actioning of cases with donor potential.
Staff Leadership & Development
- Directly oversee contact center coordinators and contact center triage nurses maintaining accountability for departmental performance and outcomes.
- Establish and manage staffing plans, performance evaluation processes, succession planning, and professional development pathways.
- Ensure contact center staff receive appropriate onboarding, training, ongoing education, and competency validation.
- Conduct routine in-person follow-ups with field teams to foster collaboration, observe performance, and reinforce policy adherence.
- Maintains awareness of Case Development team interactions with customers and co-workers, observing employee demeanor, customer service, and conformity to company policies.
- Demonstrate the ability to perform all Case development contact center roles on an as-needed basis to support operational continuity.
- In partnership with Human Resources, exercise authority to hire, discipline, terminate, and recommend employees for promotion or advancement using independent judgment and discretion.
- Provides administrative departmental support, including performance appraisals, coaching, and timesheet approval. Adheres to all labor law standards.
Quality Improvement & Change Management
- Collaborate with senior leadership to develop, implement, and monitor annual quality improvement goals aligned with organizational strategy.
- Define, measure, and monitor departmental effectiveness, clinical outcomes, and performance metrics.
- Lead and execute change management initiatives to improve operational efficiency, clinical practice, and service delivery.
- Participate in audits, case reviews, and regulatory readiness activities to ensure compliance and continuous improvement.
- Routinely reviews performance metrics and recommend changes in systems, policies, and procedures to maximize performance.
- Organizational Leadership & Enterprise Collaboration
- Serve as an integral member of LiveOnNY’s leadership team, contributing to policy development, strategic planning, and achievement of organizational goals.
- Collaborate with internal departments to optimize the end-to-end donation process from referral through recovery and allocation.
- Ensure the highest levels of service, professionalism, and communication with hospitals, transplant centers, surgeons, and physicians.
- Act as a spokesperson and advocate for organ and tissue donation as appropriate.
Compliance, Risk Management & Documentation
- Ensure all contact center documentation is accurate, complete, confidential, and compliant with organizational and regulatory standards.
- Respond to occurrences and reportable events in accordance with organizational policy, overseeing investigation, documentation, and follow-up processes.
- Maintain departmental readiness for audits, regulatory reviews, and external inspections.
- Uphold LiveOnNY’s financial, fiscal, and operational policies.
- Perform other duties as assigned.
Qualifications
Minimum Education & Experience
- Bachelor’s degree in Nursing, Biology, or Medical Sciences required; Master’s degree preferred.
- 5+ years of critical care or relevant clinical and managerial experience required.
- Prior experience working with regulatory agencies (CMS, OPTN) required.
- Strong background in transplantation, OPO, quality improvement, and professional education preferred. Current CPTC certification preferred.
Skills & Attributes
- Demonstrated leadership, communication, and presentation skills.
- Strong decision-making ability with capacity to function autonomously in high-acuity environments.
- Proven ability to mentor, develop, and evaluate clinical leaders and teams.
- Excellent interpersonal skills with the ability to collaborate across all organizational levels and external partners.
- Proficiency with electronic medical records and standard office technology.
- Strong analytical, problem-solving, and change management skills.
LiveOnNY offers a competitive salary & comprehensive benefits package.
- 403(b) deferred annuity
- Medical/Vision/Dental
- Tuition reimbursement
- Paid time Off
- Pet Insurance
- Life Insurance and Disability plans
Salary Range: $129,933- $164,00 annually
