POSITION SUMMARY:
This position provides leadership and direction to the Donor Engagement functional area and related business processes. Ensures engagement, education, and timely processing of selected donors through the initial phases of becoming a potential donor for a patient in need of transplantation. Develops people, consistent processes, and partnerships to optimize donor availability and promote increased donor and transplant center satisfaction.
Donor Engagement manager establishes appropriate expectations to ensure staff understand their role and accountabilities and coaches the team accordingly to drive high performance. This position also contributes to Donor Operations strategic and operational development in conjunction with department leadership and is responsible for department performance goal achievement and project outcomes while maintaining NMDP standards.
ACCOUNTABILITIES:
Donor Operations Search Management:
- Provides daily departmental oversight of Donor Engagement staff managing the Search function.
• Supports department quality, strategy, training, approved methodologies, customer feedback and employee ideation.
• Provides regular call coaching for Donor Engagement staff and provides feedback to maintain team standards of excellence.
• Manages day to day team leadership operations, including call queue and team inbox support coverage.
• Reinforces standardization of work across all teams and individuals.
• Leads goal achievement initiatives for the Donor Engagement function.
• Supports new business opportunities with department leaders, and internal partners including Provider Services, Workup and Recruitment.
Team Leadership:
- Maintains an individual team culture of excellence in meeting customer requirements while focusing on donor experience, availability, and employee engagement in concert with the mission of NMDP.
• Develops, coaches, and provides mentorship to direct reports while motivating team members around goal achievement.
• Delivers team performance evaluations and champions professional development of assigned staff.
• Leads staff through periods of transition by openly confronting issues, maintaining an open-door policy to staff to voice concerns and honestly sharing ideas and information.
• Aids in development of team meeting agendas and facilitates routine team and individual staff meetings.
• Mediates and solves conflict and provides active de-escalation management.
• Creates strong morale and spirit on the team, fostering open dialogue and healthy team dynamics and prioritizes initiatives to support team health.
Quality Assurance and Continuous Improvement:
• Maintains a culture that ensures quality and regulatory compliance by leader and team, including adherence to manufacturing requirements.
• Analyzes, defines, maintains, and/or modifies donor processes to identity opportunities for operational efficiencies to improve customer service to donors as well as Provider, Transplant Centers, and other stakeholders.
• Oversees staff competency assessments and helps to develop training that supports quality and department goals.
• Ensures individual team quality by meeting requirements and service levels on all member/donor touch points within Donor Engagement.
• Manages employee engagement results to improve in areas that are targeted by previous results or underperforming areas compared to culture.
• Achieves and maintains operational understanding of business software.
• Resolves operational, clinical, and technical issues related to donor management.
• Writes, reviews, or provides input to NMDP controlled document, policies, and procedures as needed or requested.
General Accountabilities:
- Develops and maintains strong relationships and process excellence with internal and external customers, other departments, vendors, and business partners.
• Serves as member of Donor Operations management team and acts as a resource to Senior Manager, Donor Engagement and Director, Donor Engagement.
• Advocates and represents Donor Operations department priorities to stakeholders.
• Leads or participates in cross-functional teams and projects, as needed.
• Keeps current knowledge of HLA, blood stem cell transplantation by attending NMDP sponsored meetings.
• Works with IT & Donor Governance on managing multichannel processes, legacy enhancements, and appropriate new technology capabilities.
• Performs all duties in compliance with standard operating procedures, NMDP standards, regulations, outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state, and local laws. Adheres to OSHA guidelines as applicable.
• Other duties as assigned.
REQUIRED QUALIFICATIONS:
Knowledge of:
- Knowledge of project management principles. Demonstrated skill to guide and provide constructive feedback to professionals; Advanced oral and written communication skills; proven public speaking or presentation skills along with excellent customer service.
• Operational knowledge of the NMDP and its affiliated network centers is desirable.
Ability to:
- Demonstrated skill in team building/mentoring, strong leadership and change management skills; and business management experience including the ability to implement quality systems, records management, and organizational efficiency.
• Intermediate computer skills including Microsoft Office software including Word, Excel, and Internet use.
Education and/or Experience:
• Bachelor’s degree.
- Five years of leadership experience including three or more years in a donor center, blood center, hospital or clinical setting that included experience working with patients, donor, and/or volunteers.
Other Requirements:
- Availability for possible occasional overnight travel and flexibility to work outside of core business hours (evenings, weekends, and some holidays) is necessary.
• Valid Driver’s License.
- Has been a part of a structure that helps support employee engagement of ideas/ownership while driving dept projects and strategic investments.
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