Clinical Triage Manager

Overview

At LiveOnNY we save lives, provide comfort, and strengthen legacies through organ, eye and tissue donation for the 13 million New Yorkers we serve.

This is an on-site role.

The Case Development Manager, manages operational actvities of the Organ Case Development Department. Responsible for maximizing the potenial of organ and tissue transplant through extremely evaluation to help promote, preserve, and increase organ and tissue donation opportunities and outcomes. Ensures that LiveOnNY policies and procedures are followed. Manages on-call and daily schedule for staff to facilitate adequate 24/7 staffing coverage while ensuring optimal customer service and communication to all referring hospital partners. Provides day-to-day departmental supervision of screening and triage of vented referrals for potential donation through medical record review, logistics, activities, training, evaluation, coaching, and administrative call support. Supports and fosters the Mission, Vision, and Core Values of LiveOnNY and its commitment to organ, eye, and tissue donation.

Responsibilities

• Plans, organizes, and monitors initiatives that maximize donor evaluation and communication between LiveOnNY and hospital partners. Ensures that departmental activities are performed per organizational policy and regulatory standards.
• Ensures adequate staffing coverage 24/7. Communicates staffing and unmet staffing needs to senior leadership.Maintains 24/7 department administrative responsibility. Maintains office hours as required and/or assigned by the Director, including attendance at department meetings and quarterly meetings.
• Assists in identifying case-specific barriers to donor potential, develops strategies to minimize risk and maximizes donation opportunities, and escalates high-risk situations as needed.
• Participates in compliance, quality assurance, and performance improvement programs and initiatives. Participate in timely resolution of non-conformance investigations and the development of appropriate corrective and preventative actions.
• Collaborates with internal multidisciplinary departments to ensure effective communication and escalation.Collects and analyzes data necessary to monitor and identify quality indicators to improve performance and documentation accuracy.
• Maintains awareness of Case Development team interactions with customers and co-workers, observing employee demeanor, customer service, and conformity to company policies.
• Monitors individual performance trends to ensure the attainment of performance goals.
• Reviews recorded calls for effective communication with healthcare teams of hospital partners to improverelationships and maximize professional interactions.
• Ensures inbound referrals are reviewed for accuracy through recordings and medical record review.Routinely reviews performance metrics and recommend changes in systems, policies, and procedures to maximize performance.
• Ensures compliance with Organ Procurement and Transplantation Network (OPTN) and Center for Medicare and Medicaid Services (CMS) standards and policies as well as state and federal policies for donation.
• Provides administrative departmental support, including performance appraisals, coaching, and timesheet approval. Adheres to all labor law standards. Recommends staff for advancement or retraining.
• Works with the training department to ensure adequate training of new staff and continuing education for existing staff, submitting appropriate documentation for all training events.
• Performs ongoing staff competency evaluations to ensure compliance with LiveOnNY policies, FDA, and OPTN standards. Assists in the development and revision of departmental training materials.
• Authority to discipline, hire and fire employees and recommend for advancement or promotion while using independent judgment and discretion in significant matters of company policy.
• All employees, at every level, are empowered and expected to be committed to participate in the continuous process improvement.
• Other duties may be assigned.

Qualifications

Required:A minimum of three years of critical care, ICU or related experience is required. Bachelor's degree in nursing, biological science, or related field. 5 years of Transplant Service (donation or transplantation) or OPO Coordination experience. Working knowledge of continuous quality improvement. Advanced knowledge of human anatomy, function, and medical terminology is required. Exceptional interpersonal skills. Experience teaching and training Excellent communication, writing, interpersonal, and judgment skills are required.

Preferred:Master’s degree preferred. Two years of relevant management experience is preferred. Call center experience managing employees in a local and remote environment is preferred. CPTC preferred.

Ability to read, analyze, and interpret common journals and documents. Ability to respond to common inquiries or complaints from clients, regulatory agencies, or members of the business community. Ability to write simple communications and documents. Ability to effectively present information to co-workers, the general public and management.

Salary Range: $93,000 - $139,000