Donor Family Services Coordinator

Overview:

Gift of Hope is proud to serve as the federally designated not-for-profit organ procurement organization (OPO) that coordinates organ and tissue donation and provides compassionate service to families of donors in the northern three-quarters of Illinois and northwest Indiana.

Since our inception in 1986, we have coordinated donations that have saved the lives of more than 23,000 organ transplant recipients, and improved the lives of hundreds of thousands of tissue transplant recipients. As one of 58 organ procurement organizations that make up the nation’s organ donation system, we work with 183 hospitals in our donation service area.

Summary

First point of contact for the Donor Family Services Department; responsible for receiving, documenting, and disseminating all incoming donor family and recipient communications; collaborate with Donor Family Specialists for follow-up action as necessary; responsible for outgoing communications to donor families and recipients, including initial outcome letters, surveys, aftercare resources, and invitations.

Salary Range: $54,822 - $61,675

Our Benefits

In addition to competitive salaries, we offer a comprehensive benefits package:

• Medical, dental, vision, disability and life insurance options for full-time employees
• Generous Paid Time Off (PTO) plan
• 403(b) retirement plan with company match
• Tuition Reimbursement up to the IRS-allowed maximum
• Personalized learning and educational development opportunities
• Monthly cell phone and internet stipends
• Paid Parental Leave
• Annual Employer-funded Lifestyle Spending Accounts to support wellness needs
• Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP) and our partnership with Critical Incident Stress Consultants (CISC)

Responsibilities:

Essential Functions

The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation:

• Advance Gift of Hope's mission, vision and core values: providing compassionate service, contributing to outstanding teams and engaging as one of our passionate people committed to a positive culture that embraces diversity, equity, inclusion and belonging. Adhere to all policies and procedures in carrying out the responsibilities of this position.
• Manage donor family mass communications to assure accuracy and timeliness without inundation
• Facilitate the exchange of correspondence between donor families and recipients including reading letters to ensure there is no solicitation; tracking and uploading letters, escalating any questions or requests to Donor Family Specialists and forward to other party, transplant center or OPO
• Manage Donor Family Services inventory including, but not limited to: tracking supplies in inventory log, monitoring & ordering, stocking closet, and coordinating delivery
• Oversee memory box program including coordinating workshops, assurance of readily available collateral, and distribution to donor families whose authorization/ acknowledgement was obtained via recorded line
• Collaborate with Specialists to host Donor Family Services events within entire designated service area including managing logistics of supplies and physical support at the events
• Coordinate volunteers for Donor Family Services tasks
• Capacity to analyze and use critical thinking to navigate situations with incomplete or unclear information
• Manage the Donor Quilt Program including receiving squares, documenting recipient, coordinating the production of a new panel, allocating panels for various events, tracking the logistics of each panel’s travels
• - Respond to incoming phone calls, emails, website inquiries
• Enter clear and complete documentation for every interaction specific to corresponding donor
• Compose database lists as needed
• Collaborate with internal and external partners to facilitate departmental objectives
• Other duties as assigned

Qualifications:

Education and Training Required

The following identifies the minimum education and training required to perform the essential functions of the job:

• A high school diploma or equivalent; bachelor’s degree in healthcare administration or a related field, or equivalent work experience preferred

Experience and Skills Required

The following indicates the minimum skills and experience required to perform the essential functions of the job:

• 3 to 5 years’ experience in patient relations, social service, fundraising administration, or a related field
• Excellent organizational skills
• Attention to detail
• Effective oral and written communication skills
• Intermediate skills in Excel and Word
• Compassion and empathy

Physical and Emotional Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to lift and move 30 pounds

Work Environment

• Normal office environment
• Remote office environment
• Access to reliable transportation to be able to work at other locations as needed
• Work outside of regular business hours including evenings and weekends
• Occasional overnight travel required
• Carry personal cell phone for use for business purposes

The policy of Gift of Hope Organ & Tissue Donor Network is to promote equal employment opportunity through a positive and continuous program of specific practices designed to ensure the full realization of equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran designated under the Vietnam Era Veterans' Readjustment Assistance Act, as amended (VEVRAA).