Family Services Administrator

Family Services Administrator (FSA)

LifeSource is hiring a Family Services Administrator (FSA) to directly oversee the day-to-day Donation Liaison operations related to organ donation. The FSA collaborates with the Organ Services Administrator (OSA) to provide continuity of service to hospital partners, donors, and donor families. These responsibilities include staff deployment, prioritization of resource utilization, communication with onsite staff, collaboration with other members of the LifeSource team, and, as required, external partners. The FSA will also ensure compliance with regulatory policies and procedures throughout each step of the donation process while optimizing donation outcomes and positive donor family experiences. The FSA embraces a practice philosophy that supports maximizing authorization opportunities to provide organs and tissues for transplantation, and will have advanced clinical knowledge of the donation process, obtaining legal authorization and/or disclosure through donation conversations and working to support families throughout the donation process.

As a Family Services Administrator, you’ll advance our life-saving work by performing the following job duties:

• Oversight of Daily Donation Liaison (DL) Operations
• Engages proactively in all active referrals, provides final determination on family conversations, provides direction on pending referrals and active donors, and manages referral and case logistics and staffing as it relates to family services.
• Manages daily deployment of DL staff aligned with departmental standards and referral activity.
• Engages proactively in donation referral activity by providing guidance to the DL teams and others, as needed, using expertise in trauma, loss, and communication to adapt language, delivery, and problem-solving approach for each potential donor family.
• Provides determination of timing of donation conversations based on understanding of case dynamics, organ potential, and family readiness.
• Actively provides coaching, mentorship, and feedback to field staff related to family conversation and interaction.
• Manage any needed escalations related to family opposition to donor registry.
• Effectively oversees daily case activity and scheduling to ensure proper use of staffing coverage and appropriate case timing.
• Maintains awareness of high acuity referrals to ensure optimal use of available resources and thoughtfully utilizes available staff.
• Reviews authorization documentation on referrals and donor cases in real time for the accuracy of the following but not limited to; Authorization/Disclosure, AATB Uniform Donor Risk Assessment Interview, and other OPTN documentation requirements.
• In times of clinical high volume/as needed, engage in obtaining authorization and supporting families.
• Hospital Development and Family Care Department Support and Education
• Collaborates with Donation Liaison Training team and HDFC Leadership team to provide continued education and mentorship to Donation Liaison (DL) staff and support DL strategic initiatives.
• Administers real-time and post-case coaching to existing DL and clinical staff.
• Reports on any themes and gaps in knowledge observed during interactions with clinical teams.
• Approaches gaps with a solution-based mindset.
• Engages in DL presentations, education and best practice sharing internally and externally.
• Serves as a leader and subject matter expert by maintaining best practice knowledge and networking with external partners.
• Participates in case review preparation and meetings.
• Training Support and Mentoring:
• Collaborates with DL Training staff and DL Managers to provide continued education and mentorship to current DL’s and to orientees on all aspects of Family Support casework.
• Acts as a lead preceptor for DL’s.
• Approaches knowledge gaps with a solution-based mindset.
• Administration and Quality
• Completes required FSA documentation in a timely manner.
• Guides DL staff in successfully completing components of clinical and regulatory documentation related to organ donation cases.
• Independently leads assigned departmental projects and contributes to affect change management related to project work.
• Serves as a subject matter expert for the HDFC department.
• Demonstrates expertise in SOPs, CMS Regulations, UNOS Policy, and AOPO Standards.
• Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions.
• Participates in compliance, quality assurance, and performance improvement programs and initiatives.
• Communication
• Provides information comprehensively and concisely, adapting language and delivery to meet the needs of the other parties.
• Demonstrates high stress tolerance when navigating dynamic, pressured, and fast paced situations, maintaining appropriate communication, decision making skills, and critical thinking abilities.
• Actively maintains and models professional boundaries with donor families, hospital care teams, and LifeSource staff.
• Manages competing priorities effectively, including appropriate utilization of resources, time management, and triaging in a quickly changing landscape.
• Uses knowledge of medical charting practices, effectively documents interactions and relevant information into electronic charts.
• Offers a growth-mindset approach to professional practice and skills.
• Solution-focused attitude with a willingness to develop creative options for workplace challenges.
• Experienced and comfortable giving and receiving constructive feedback with compassion and candor.
• Working Conditions
• Full-time. Primary shift: 5:30am-6:00pm (days), with 10: