Supervisor of Resource Triage

POSITION SUMMARY

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Clinical Responsibilities

• Daily Oversight of Resource Triage Management:
• Works directly with Organ Referral Department staff and Organ Operations Leadership to ensure timely and appropriate response to organ referrals. This includes adherence of assigned staff to the referral communication pathway to manage all active referrals, including shift/daily follow up to optimize every donation opportunity.
• Provides support, assistance, and resources to DNWest management team.
• Works to ensure optimal staffing at all times by serving as an active supervisor, which includes routine frontline shifts and backup support during increased activity levels.
• Ability to act as Resource Triage Coordinator (RTC) maintaining skills necessary to screen for organ donor potential, coordinate referral management, and communicate with the health care team to maintain the option of donation.
• Reviews organ referral activity with staff to identify adherence to organizational expectations for timely support to internal and external customers. Develops action plans with assigned clinicians to address areas of improvement.
• Responsible for triage of new organ referrals, obtains clinical information to determine medical suitability, provides assessment of hemodynamic stability, and initiates communication with attending physician and or hospital staff to maintain stability and potential organ viability.
• Ensures huddles are called on referral processes as determined necessary and reviews to ensure documentation of case planning occurs.
• Works with Organ Operations Department on strategies to meet operational goals.
• Performs appropriate follow-up with physicians, nurses, and other donor hospital staff regarding DNWest staff concerns raised during onsite situations. Understands hospital and DNWest escalation protocols.
• Collaborates with Organ Operations Leadership to provide clear and consistent DNWest messaging related to the donation process.
• Provides consistent and timely customer service to hospitals, donor families, and other transplant personnel in all potential donor situations. The coordinator must possess knowledge of medical and legal principles of organ donor evaluation, authorization, and donor management. This is necessary in order to effectively communicate with physicians and hospital staff involved with a potential organ donor.
• Identifies potential issues in donation process and creates a collaborative case plan for organ referrals.
• Provides effective feedback to staff during the course of a call day and if appropriate follows up with staff’s manager/supervisor.
• Expected to support organ operations needs during periods of high activity which may include responding to referrals on day, night, weekend, and holiday shifts.
• Expected to assist with daily referral activity coverage for team absences.

Process Improvement

• Participates in the development, implementation, and updating of DNWest policies and procedures as they relate to organ referral process and management.
• Tracks and trends performance improvement metrics within the department, and, in conjunction with Organ Referral Operations Leadership, implements strategies to improve overall efficiency and performance.
• Implements and monitors initiatives to increase overall productivity of the Resource Triage Coordinators.
• Ensures that documentation is completed in accordance with DNWest, hospital policies/procedures and industry standards/expectations.
• Participates in the development of the department strategic plan and effectively implements strategies within the Organ Referral Operations Department.
• Activates the occurrence reporting system, investigates, and performs root cause analyses, as necessary.
• Implements strategies to increase communication, develop trust and intra-departmental collaboration; works to integrate frontline talent.
• In conjunction with:
• Organ and Donation Development Operations Leadership, and regional teams, participates in suitability discussions and assesses cases for challenges and anticipated outcomes.
• With the Learning and Development Department, the Referral Triage Supervisor educates, participates in and evaluates the effectiveness of professional education activities related to performance improvement, process improvement and implements strategies to increase organ referral response and donation opportunities.
• With the Referral Response Coordinators, Resource Operations Field Trainer, and Supervisor of Referral Response, evaluates and implements processes to ensure collaboration and communication between the RTC and RRC teams within the Organ Referral Operations Department.
• With the Process Improvement Department, identifies actual and potential obstacles, collects and analyzes data, establishes facts, and draws valid conclusions. Works to implement needed changes and monitors for effectiveness.

Talent Development

• Creates and maintains a safe and confidential environment for direct reports.
• Supervises assigned resource triage staff which includes but is not limited to recruitment, interviewing, and candidate selection; scheduling; training and development; coaching and counseling; appraisal and recognition; career development and advancement and disciplinary action in accordance with DNWest policy and procedures. All of these will be done in collaboration with Organ Referral Operations Leadership.
• Focuses on coaching staff and works to implement field assessments and annual competencies, to improve direct reports’ performance, provide continual feedback, and frontline support.
• Consistently reviews and evaluates the effectiveness of the department training program and works with Learning and Development Department to develop and implement any necessary changes.
• Maintains a primary focus on recruitment, retention, and training of Resource Triage Coordinator staff for both new hire training and ongoing training. Participates in hiring and interview processes. Collaborates with Organ Referral Department Leadership, Preceptors, and new staff during orientation to ensure training needs of individual staff are met.
• Monitors and assesses for preceptor effectiveness. Models effective training for frontline preceptors in conjunction with Organ Referral Department Leadership.
• In conjunction with Organ Referral Department Leadership and Human Resources, develops ability to counsel, evaluate, discipline, and recommend termination of personnel, if necessary.
• Helps staff to identify and attain professional goals and objectives while focusing on retention and individual needs of frontline talent. Contributes to appropriate documentation of frontline talent development.
• Participates in the facilitation of interdepartmental collaborative and cross-training/shadowing efforts.
• Prepares and implements educational programs with regional teams to create awareness and facilitation of the donation process, as needed.
• Maintains current knowledge of national and local regulations and best practices in organ and tissue operations, including but not limited to authorization, recovery, allocation, and preservation policies.

Administrative Responsibilities

• Coordinates team scheduling to provide adequate referral response resources.
• Integrates fiscal responsibility for DNWest by having awareness of staff timecard entries, expense reporting, and budget deviations in collaboration with Organ Referral Operations Leadership
• Activates the DNWest Quality Systems occurrence reporting system and completes follow up with direct reports and leadership as assigned.
• Identifies, develops, implements, and updates DNWest policy, guidelines, and job aids. Policy development is typically related to organ operations, but the Supervisor could be engaged for input from other functions to determine consistency across job roles.
• Ensures compliance with established quality assurance standards as well as local, state, and federal regulations relating to organ procurement to demonstrate commitment to quality.
• As part of the leadership team, participates in departmental and organizational strategic planning focused on meeting goals and key performance measures.
• Works with other members of the management team to attain DNWest’s organizational goals and performance metrics.
• Familiar with Centers for Medicare & Medicaid Services benchmarking and speaks to continued improvement to meet measures.

QUALIFICATIONS

• Must possesses strong decision-making capabilities and excellent communication skills, with an ability to effectively engage with donor hospitals, coroner and funeral home staff, and donor families.
• Must have the ability to communicate clearly to accurately convey information either in person, electronically through email or text messaging, or by telephone to staff, healthcare partners, donor families and external stakeholders.
• Able to communicate with clarity and kindness.
• Demonstrates leadership by collaboration and representation of staff.
• Coaches and provides resources to other staff to increase knowledge and performance and is recognized for such.
• Able to give and receive constructive feedback.
• Maintains strong organizational skills that will allow individual to assess changing environments; be able to establish appropriate priorities; handle highly stressful situations in a calm, mature manner, using sufficient judgment and discretion at all times.
• Qualified to perform referral evaluation, dispatching, and referral management without supervision.
• Displays good judgement and critical thinking skills.
• Willing to learn and apply the basics of adult learning theory and the impact of curriculum and assessment design.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in registered nursing or biologic sciences or an equivalent degree/diploma/certification in an allied health field, i.e., Emergency Medical Technician/Paramedic (EMT/P) or Respiratory Therapist required.
• The minimum requirements for this position include but not limited to the following:
• Minimum of 3 yrs experience working in an Organ Procurement Organization as a RTC or equivalent OR minimum 18 months in Organ Procurement Organization combined with 18 months in a supervisory/training role
• Previous supervisory experience in health care preferred
• Proven leadership, communication, preceptor, and supervisory and coaching skills.
• Demonstrated experience managing complex projects involving multiple cross-functional stakeholders, establishing timelines, and successful delivery of project expectations.