The Position The Director, Family Support provides strategic leadership for the organization's authorization program through partnership with Family Support leaders, Educators, and employes responsible for donation authorization. This role establishes and implements policies, procedures, standards, and operational structures that maximize organ and tissue donation opportunities while ensuring compliance with all applicable regulations and industry best practices. The Director is accountable for achieving authorization performance goals, meeting the expectations of donor families, hospital partners, and other key stakeholders, while ensuring consistent, compassionate, and effective donor family interactions. Through data analysis, operational oversight, and continuous process improvement, the Director drives organizational performance, enhances service delivery, and advances the mission of donation
What You'll Do - Develop and execute strategies that enhance authorization, donor family satisfaction, and donation growth.
- Leads department enhancement through performance improvement processes and the creation of standard work while continually assessing the impact of change, and course correcting where needed.
- Implement best practices in family support, leveraging technology, AI, LEAN and innovative approaches to enhance authorization and donor family experience.
- Ensure appropriate accountability for the implementation of plans and change initiatives
- Monitor and report on key performance indicators (KPIs) related to authorization.
- Resolve any donor family escalations ensuring a timely resolution of any concerns or complaints.
- Provides real time authorization coaching (AC) throughout authorization process and leads post donation conversation debriefing to review approach process.
- Collaborate with cross-functional teams, including Business Intelligence (BI), Performance Excellence (PE), Human resources (HR), and Communications to ensure consistent delivery of services and to drive satisfaction.
- Actively participates in the strategic thinking process.
- As a member of the Senior Leadership team, contribute to the development of the organization's strategic plan by defining and developing organ work system goals and objectives that promote company growth.
- Translates data consistently into actionable information for staff, leaders, and various stakeholders, to identify gaps and drive performance excellence.
- Builds support and relationships between departments to promote organization success and growth.
- Utilizes customer/partner feedback to improve performance.
- Establishes clear expectations and accountability while fostering a culture of excellence, collaboration, engagement, and continuous improvement.
- Conducts performance reviews in alignment with job expectations and company policy. Demonstrates commitment to continuous learning, leadership development, and fostering a culture of diversity, equity, inclusion, and belonging
What You'll Bring - Bachelor's degree in Social Work, Crisis Management, Human Resources, Healthcare Administration or equivalent work experience is required, Master's degree a plus
- 3+ years of experience in leading and coaching a team
- Prior leadership experience in a healthcare organization, transplant center, or organ/tissue organization strongly preferred
- Knowledge of basic grief dynamics
- Skill in establishing and maintaining relationships with internal and external contacts
- Ability to follow established policies, procedures, guidelines, and recommended improvements
- Knowledge of customer service principles and problem resolution techniques
- Skilled at relationship management with a variety of internal and external contacts
- Ability to support 24-hour call
- Ability to travel throughout Mid-America Transplant service area on a 24 hour basis
- Ability to leave home at a moment's notice including weekends and holidays and work for extended periods of time
What We'll Bring - Health insurance premium option at zero out of pocket for single coverage, eligible on your first day
- 401(k) Retirement Match - offering up to a 5% match of annual salary starting the 1st day of the month following your start date
- 401(k) Retirement Plan - offering up to another 9% contribution of your annual salary after one year
- Paid Life Insurance - four times your salary
- Paid Long Term Disability
- Annual incentive plan in addition to annual salary increases
