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Donor Referral Line Manager

Company: Lions VisionGift
Location: Portland
Posted on: December 5, 2019

Job Description:

Position Description
Donor Referral Line Manager


REPORTS TO: Vice President, Donor Services
FLSA Status: Exempt Employee

QUALIFICATION REQUIREMENTS:
Education: A Bachelors degree is recommended but not required.
Experience:
3-5 years of Management or supervisory experience required.
Experience in a call-center setting is preferred
Experience in donation/transplantation preferred.
Proficiency with computer applications such as the Microsoft Office Suite is required.


Lions VisionGift is recruiting a manager to oversee the operations of the Donor Referral Line (DRL). Duties include and are not limited to: ensuring operational excellence by monitoring performance metrics of staff and department, scheduling for a 24/7 communication center, and coaching/developing a team of approximately 20 donation professionals. Meeting the diverse and complex needs of various business partners. The DRL Manager will also coordinate and implement a training program for new Donation Specialists and be responsible for all education related to process changes and improvements.

ESSENTIAL FUNCTIONS / ASSIGNED RESPONSIBILITIES AND DUTIES:
Oversee people and processes in the DRL to provide a positive working environment for staff and meet the complex needs of LVG and its partners in donation/transplantation.
Provide coaching and development to Donation Specialists and DRL Supervisors including annual performance reviews, regular 1-on-1 meetings, and performance plans to address deficient areas.
Identify and implement initiatives to improve quality of service that LVG provides to its partners in donation/transplantation.
Participate in the recruiting, screening, and onboarding of new DRL staff.
Monitor metrics related to DRL operations and performance ensuring donation potential is maximized for LVG and its partners in donation.
Evaluate and oversee the DRL training program for new Donation Specialists and to address protocol changes with existing staff.
Routine monitoring of Donation Specialist competency skills in accurately screening for transplant suitability, approaching potential donor families, completing donor risk assessment interviews, and customer service skills.
Perform all Donation Specialist duties as expected to act as a Donation Specialist to accommodate high volume or staff shortage.
Participate in a rotating Advisor on-call schedule.
Consistently represents all LVG lines of business in a professional manner.
The Donor Referral Line (DRL) Manager oversees all DRL staff and operations. Duties include and are not limited to: ensuring operational excellence by monitoring performance metrics of staff and department, scheduling for a 24/7 communication center, and coaching/developing a team of approximately 20 donation professionals. Meeting the diverse and complex needs of various business partners. The DRL Manager will also coordinate and implement a training program for new Donation Specialists and be responsible for all education related to process changes and improvements., Education:A Bachelors degree is recommended but not required.
Experience:
3-5 years of Management or supervisory experience required.
Experience in a call-center setting is preferred
Experience in donation/transplantation preferred.
Proficiency with computer applications such as the Microsoft Office Suite is required., QUALIFICATION REQUIREMENTS:
Education: A Bachelors degree is recommended but not required.
Experience:
3-5 years of Management or supervisory experience required.
Experience in a call-center setting is preferred
Experience in donation/transplantation preferred.
Proficiency with computer applications such as the Microsoft Office Suite is required.
PI116012483

Keywords: Lions VisionGift, Portland , Donor Referral Line Manager, Executive , Portland, Oregon

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