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Family Support Administrator On Call

Job Details

Job Location

Bellevue - Bellevue, WA

Position Type

Full Time

Salary Range

$94560.00 - $141840.00 Salary

Job Posting Date(s)

Start Date

05/13/2025

Description and Qualifications

The Family Support Administrator on Call (FS AOC) supports the mission and goals of LifeCenter Northwest (LCNW) by providing leadership to Family Support Staff.

The FS AOC directly oversees the day-to day Family Support (FS) operations related to organ donation. The FS AOC collaborates with the Resource Triage Coordinator (RTC) and Administrator on Call (AOC) to provide continuity of service to hospital partners and donor families. These responsibilities include, but are not limited to staff deployment, resource utilization, communication with onsite staff, collaboration with other members of the LifeCenter team and, as required, external partners. The FS AOC will ensure compliance with regulatory policies and procedures throughout each step of the donation process while optimizing donation outcomes and positive donor family experiences.

ESSENTIAL JOB FUNCTIONS

Oversight of Daily Family Support Operations

Engages proactively in all active referrals, provides final determination on family conversations, provides direction on pending referrals and active donors, and manages referral and case logistics and staffing.

+ Engages proactively in donation referral activity by providing guidance to the Family Support teams and others, as needed, using expertise in trauma, loss, and communication to adapt language, delivery, and problem-solving approach for each potential donor family.

+ Provides determination of timing of donation conversations based on understanding of case dynamics, organ potential, and family readiness.

+ Actively provides coaching, mentorship, and feedback to field staff related to family conversation and interaction.

+ Manages any needed escalations related to family opposition to donor registry.

+ Manages daily deployment of Family Support staff aligned with departmental standards and referral activity.

+ Effectively oversees daily case activity to ensure proper use of on-call staffing and appropriate case timing.

+ Maintains awareness of high acuity referrals to ensure optimal use of available resources and thoughtfully utilizes available staff.

+ In collaboration with FS leadership, proactively monitors staffing schedule for adequate coverage.

+ Reviews authorization documentation on referrals and donor cases in real time for the accuracy of the following but not limited to; Authorization/Disclosure, AATB Uniform Donor Risk Assessment Interview, and other OPTN documentation requirements.

Department Support and Education

Collaborates with Family Support Training and FS Managers to provide continued education and mentorship to FS staff and support FS strategic initiatives.

+ Serves as a subject matter expert for Training and participates in ongoing training.

+ Assists with the refinement and delivery of training to the FS team as indicated and coaches FS staff during referral activity.

+ Partners with FS Training team to assist with ongoing training initiatives.

+ Provides real-time coaching and feedback to FS and clinical staff.

+ Reports on any themes and gaps in knowledge observed during interactions with clinical teams. Approaches gaps with a solution-based mindset.

+ Engages in FS presentations, education and best practice sharing internally and externally.

+ Serves as a leader and expert by maintaining best practice knowledge, and networking with external partners.

+ Participates in/attends external webinars and conferences; provides advanced presentations. Shares information internally and externally.

+ Proactively seeks opportunities to engage in gathering and sharing knowledge to stay current in the field of organ and tissue procurement.

+ Participates in case review preparation and meetings as requested by FS Managers

+ Participates and leads projects as requested.

+ Mentors and coaches other FS staff.

+ Training Support and Mentoring: Collaborates with FS Training staff and FS Managers to provide continued education and mentorship to Family Support staff. Acts as a lead preceptor for FS AOC’s

+ Ability to provides training to orientees on all aspects of Family Support casework.

+ In collaboration with FS Managers and FS Training staff, signs orientees off for independent casework.

+ Administers real-time and post-case coaching to existing employees, as appropriate and in collaboration with the FS Managers and FS training team.

+ Assists with the refinement and delivery of training as indicated and coaches FS staff onsite during case activity.

+ Provides input on individualized intervention and/or training plans for FS staff. Approaches knowledge gaps with a solution-based mindset.

+ Participates in the development, implementation, and monitoring of FS training practices.

Admin and Quality Responsibilities

+ Completes required FS AOC documentation in a timely manner.

+ Guides FS staff in successfully completing components of clinical and regulatory documentation related to organ donation cases.

+ Assists FS Managers in developing staff schedules to ensure staffing coverage.

+ Independently leads assigned departmental projects and contributes to effect change management related to project work.

+ Serves as a subject matter expert for the FS department. Demonstrates expertise in SOPs, CMS Regulations, UNOS Policy, and AOPO Standards.

+ Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions.

+ Submits documentation for training events attended, as appropriate.

+ Each month by the prescribed due date, completes and submits a reconciliation of business expenses charged on your corporate VISA card. Completes any corrections in a timely manner.

+ Every two weeks by the prescribed due date, completes a timesheet that accurately reflects additional pay units earned during the period.

+ Participates in compliance, quality assurance, and performance improvement programs and initiatives.

Communication

+ Is able to provide information comprehensively and concisely, adapting language and delivery to meet the needs of the other parties.

+ Demonstrates high stress tolerance when navigating dynamic, pressured, and fast paced situations, maintaining appropriate communication, decision making skills, and critical thinking abilities.

+ Actively maintains and models professional boundaries with donor families, hospital care teams, and LifeCenter staff.

+ Manages competing priorities effectively, including appropriate utilization of resources, time management, and triaging in a quickly changing landscape.

+ Using knowledge of medical charting practices, effectively documents interactions and relevant information into electronic charts.

+ Offers a growth-mindset approach to professional practice and skills.

+ Solution-focused attitude with a willingness to develop creative options for workplace challenges.

+ Experienced and comfortable giving and receiving constructive feedback with compassion and candor.

Supervision

+ This position has no formal supervisory responsibilities. This position supervises daily operations and directly influences others.

Other Responsibilities

+ Follows other instructions/directions and will perform other related duties as required by the needs of LifeCenter and leadership team.

+ Participates in, and may lead, employee committees and events.

+ Complies with applicable laws, regulations, and LifeCenter policies and procedures.

KNOWLEDGE, SKILLS, ABILITIES

+ Experience with crisis intervention, trauma informed care, and an understanding of the impacts of grief, end of life, and trauma on nervous system regulation. In this capacity, and with the influence this position carries across the organization, this individual must actively foster an organizational culture based on collaboration, support, and constructive communication (e.g., organization skills, ability to work effectively under deadline constraints, effective written and verbal communication skills, judgment and problem-solving skills, education, and training skills).

+ Must possess excellent knowledge of writing and editing standards, including grammar, punctuation, spelling, and vocabulary.

+ An ability to accurately present the donation process in formal and informal educational opportunities.

+ Must demonstrate operating knowledge of computers with a demonstrable, intermediate level skill (at a minimum) with email, Word, Excel, and other comparable software programs.

+ May require the ability to operate specialized equipment, such as audio-visual equipment.

+ Must be compassionate, conscientious, ethical, and possess effective interpersonal skills that allow them to have effective communication with health care professionals and donor families.

BEHAVIORAL REQUIREMENTS

The employee in this position must uphold the core values of LifeCenter; these include:

+ Integrity : We are trustworthy, reliable, respectful, and accountable.

+ Collaboration : We work in partnership with others, seeking to understand and be understood, and finding common ground and shared goals to build upon together.

+ Courage : We take personal responsibility and face challenges head-on.

+ Service : Through professionalism and dedication, we honor our commitment to serve others and our obligation to be good stewards of the gift of life .

ANTICIPATED WEEKLY TIME COMMITMENT

+ This position will work outside of regular business hours, including weekends and some holidays.

+ This position has a variable and on-call schedule, including working 13 days (12-hour shifts) per four-week period, plus 12 hours administrative time.

+ During an on-call shift, this position is required to be available by phone and computer for the entirety of the shift.

EDUCATION, EXPERIENCE & JOB REQUIREMENTS

+ A bachelor’s degree from a four-year accredited college or university.

+ A master’s degree in a relevant field, (e.g. Chaplaincy, Counseling, Psychology, Social Work) preferred.

+ Relevant work experience can be considered as a substitution for academic requirements.

+ 2 years proven success in clinical assessment, intervention, and crisis response with individuals or families experiencing trauma and/or bereavement required . Experience working with individuals or families in a hospital setting preferred.

+ Two years of family support OPO experience required , with at least 1 year being at LifeCenter, preferred.

+ Minimum 6 months of experience coaching, training, or overseeing family support staff, with an emphasis on coaching through authorization in addition to staff deployment and complex logistics management required.

+ Requires a valid driver’s license and access to an insured automobile or the ability to arrive and depart from work and work-related functions at expected times.

+ Proof of COVID-19 vaccination, or applicable medical or religious exemption will be required as a condition of employment upon offer. For those that need to complete the vaccination series, start dates will be adjusted.

Benefits and Compensation

LifeCenter Northwest offers medical, dental, vision, basic life insurance, accidental death & dismemberment insurance, long-term disability insurance, and travel accident insurance. Employees have the option of enrolling in the following supplemental or voluntary plans: life insurance, short-term disability, accident insurance, hospital indemnity, critical illness coverage and pet insurance. Employees enrolled in our 403(b) program will receive an employer match of up to 7% after one year, employees are auto enrolled at 3% and may change their enrollment at any time. LifeCenter encourages all employees to find balance and well-being and provides all employees access to an Employee Assistance Program (EAP) and provides a quarterly Wellness Reimbursement. Employees enjoy paid holidays throughout the calendar year and earn 119 hours of PTO annually (to start) as well as Health Time Off hours that is earned 1 hour per 30 worked, paid living donor leave, two weeks paid jury duty leave after 6 months of service, and three weeks of paid parental leave after one year of service is complete. A comprehensive review of benefits can be found at https://lcnw.org/about/employment-opportunities/.

The pay range for this role is provided above. Where a candidate’s compensation falls within this range is based on several bona fide factors such as experience, tenure, and other specialized knowledge. LifeCenter Northwest is committed to providing its employees equitable and competitive compensation.

LifeCenter Northwest is proud to be an Equal Opportunity Employer.