Supervisor Donor Call Center

Leads the Transplant Donor Call Coordinators and Assistants program, ensuring 24/7 operational coverage through effective management of remote staff. Provides guidance and direction to coordinators and assistants on patient assignments, encompassing organ offer processes, physician collaboration, data provision to key stakeholders, and patient interaction. Continuously seeks and implements improvements to enhance staff efficiency, productivity, and service quality. Reports to the Vice President, Transplant Services.

ESSENTIAL KEY JOB RESPONSIBILITIES

1. Initiate the acceptance process for potential organ offers from the Organ Procurement and Transplantation Network (OPTN) for potential transplant recipients.
2. Screen potential donor calls; coordinate and organize all aspects related to donor/recipient status at time of transplant, coordinate 24 hour call responsibility for both donor call and recipient concerns.
3. Maintain and submit data for both hospital-based statistics, OPTN, ESRD Network and TDH, in order to ensure availability of accurate statistics and comply with all governmental reporting requirements.
4. Consults in a variety of patient care situations requiring advanced competency and knowledge.
5. Serves as a clinical resource for problem solving and assists staff with patient related issues and emergency situations.
6. Acts as a liaison to other departments and multiple patient care services.
7. Serves as a role model to develop staff competence in the delivery of nursing care based on national professional standards, and hospital wide policy and procedures.
8. Recognizes non‐compliance and demonstrates correct application of hospital policy and procedures; refers to Policy and Procedure Manual as necessary for problem solving.
9. Assists in cost management, including control of overtime, and appropriate staff mix.
10. Supports and Participates in unit‐based Quality Improvement projects based on Quality data. Develops and implements a plan of action to enhance quality based on the data.

11. Evaluates and updates the quality and appropriate use of department and unit tools, such as policies and procedures of the unit and department.
12. Promotes philosophy of shared governance and individual accountability of the professional nurse. Encourages participation of staff in scheduling, assignments and outcomes management.
13. When designated, acts as Manager in manager's absence.
14. Investigates and follows up on incident reports, adverse events, and patient complaints. Records and evaluates trends with the manager.
15. Coordinates staffing:

a. Assists in developing unit schedules.

b. Assists with unit staffing coverage to ensure quality patient care.

c. Oversees staff and orientees assignments.

d. Observes and documents clinical competency of staff.

e. Assists in cost‐effective staff utilization.

16. Assists Manager with interviews, hiring, coaching, and counseling staff; can assist with counseling and documentation.
17. Assists Manager with annual performance appraisals. Provides verbal and written feedback for employee appraisals.
18. Completes management reports as designated.
19. Assists Manager with budget process.
20. Provides leadership, direction and coordination of assignments for staff. Assesses daily staffing and provides resources to ensure efficient and effective coordination of services. Ensures that call schedule is appropriately managed (24/7, 365).
21. Responsible for performance appraisals, corrective action and counseling for team members.
22. Ensures that team members function appropriately in their scope of practice and facilitates competency based orientations as well as annual competency based assessments.
23. Serves as a technical subject matter expert resource to staff, physicians and key internal stakeholders including nursing. Collaborates with the medical staff, nursing staff, patient, family, decision maker (s), and other disciplines as indicated in the coordination of the plan of care. Uses critical thinking skills.
24. Collaborates with the Director and Physician Leaders to implement, monitor and review plans to achieve the established goals for the program, review reports and respond with the appropriate action plans. Reviews work assignments and projects of the program to ensure goals are being managed accordingly.
25. Participates with the Director in the development, implementation and evaluation of policies and procedures.
26. Participates in the program’s Quality Assessment and Performance Improvement (QAPI) plan including specific PI projects Initiates and participates in activities to enhance professional development in the program with team members.
27. Serves as a resource to staff by providing coaching in order to promote staff member accountability and responsibility.
28. Assumes a caseload when staffing patterns warrant it as well as to maintain technical competency.

Disclosure Summary

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Required Education and Experience

• Bachelor's Degree - Nursing
• 3 years experience
• 2 years leadership experience
• Experience in ICU, dialysis unit and/or transplant

Required Licensure and Certifications

• Registered Nurse (RN)

Required Minimum Knowledge, Skills, Abilities, and Training

• Excellent organizational skills, the ability to manage time effectively and prioritize tasks.
• Attention to detail.
• Self-motivated and able to work independently with minimal oversight.
• Ability to adapt to changing priorities and work environments.
• Effective problem solving and decision-making techniques.
• Leadership and management.
• Communication and interpersonal skills.
• Understanding of basic HR principles, including performance management, conflict resolution, and employee development.

Preferred Minimum Knowledge, Skills, Abilities, and Training

• In-depth knowledge of the organ donation and transplantation proc including eligibility criteria, organ allocation policies, and post-transplant care.
• Knowledge of medical terminology related to transplantation and critical care.
• Knowledge of relevant state and federal regulations pertaining to organ donation and transplantation.

Baylor St. Luke’s Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care, neuroscience, oncology, transplantation, and more. Our team’s efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere else in the world. In our commitment to advancing standards in an ever-evolving healthcare environment, our new McNair Campus is designed around the human experience—modeled on evidence-based practices for the safety of patients, visitors, staff, and physicians. The 27.5-acre campus represents the future of healthcare through a transformative alliance focused on leading-edge patient care, research, and education. Our strong alliance with Texas Heart® Institute and Baylor College of Medicine allows us to bring our patients a powerful network of care unlike any other. Our collaboration is focused on increasing access to care through a growing network of leading specialists and revolutionizing healthcare to save lives and improve the health of the communities we serve.