Manager, Donor Operations

In alignment with Gift of Life Michigan's core purpose and core values, the Manager, Donor Operations has the primary responsibility of staff supervision and oversight of daily functions of the donor operations staff. This involves evaluation of incoming call volume, individual employee skill sets, DRAI completion, and accuracy of documentation.

The following job duties and responsibilities are stated in broad terms and not intended to be inclusive. Those in bold are essential duties of the position:

• Monitor and evaluate staff performance to identify areas for improvement.
• Monitor key department metrics regarding referral intake, handling medically suitable referrals, case logistics and facilitation, donor screening, and DRAI completion.
• Contribute to departmental goals, strategies, and other job performance measures to support, maintain, and increase donation.
• When needed, provide functional oversight and guidance to all donation logistics staff members.
• Effectively coordinate the hourly activity of the department, assigning staff or activating staff for coverage, as needed, to support referral intake activity.
• In times of high donor volume, assist staff with daily job functions, as needed.
• In collaboration with the director, review and revise policies as needed.
• Attend and participate in national, departmental, and organizational meetings.
• Assist with collecting, compiling, and analyzing data for reporting, as directed.
• Perform other duties as assigned.

• Direct and oversee the day-to-day work of assigned direct reports, set and communicate clear expectations, and provide coaching/guidance as necessary.
• Provide ongoing formal and informal performance feedback, conducting performance reviews and/or corrective action discussions as necessary.
• Support staff in setting performance goals and in furthering their professional development.
• Support and contribute to the achievement of organizational and department goals.
• Support the bi-directional communication of organizational and department messaging between leadership and staff.
• Promote a healthy and safe work environment.
• Manage other tasks required of supervisors such as time and attendance, staff change requests, and reporting.

• Bachelor's degree in health administration, Biological Sciences, or related field plus three years' progressively responsible related experience, or an equivalent combination of education and experience
• At least one year's experience in management or leadership role (project, team, workgroup).

• Critical care or clinical organ procurement organization (OPO) experience
• Prior experience in a healthcare organization, transplant center, organ procurement organization, or tissue related donation.

• Written and verbal fluency in English.
• Ability to exercise initiative, critical thinking, and problem-solving.
• Proficiency with Microsoft Office programs, including Outlook and Teams and other technology systems used in business operations.
• Strong organizational skills and ability to manage multiple and competing priorities.
• Demonstrate attention to detail.
• Ability to promote a positive, inclusive, and motivated work environment.
• Strong written and verbal communications skills, including presentation skills.
• Strong interpersonal skills.

• Ability to manage task or project assignments and meet deadlines.
• Ability to concentrate and function with frequent distractions and interruptions.
• Ability to work in a fast-paced environment.

• Ability to manage difficult, sometimes emotional, individuals and situations.
• Proficiency in medical terminology.

• Demonstrate the competencies of Professional, Determined and Compassionate.
• Maintain a motivated and positive attitude.
• Support an inclusive work environment.
• Ability to successfully collaborate and work as a member of an interdisciplinary team.
• Actively seek improvements.
• Always maintain a safe working environment and use of Universal Precautions.
• Maintain appropriate level of confidentiality in all areas dealing with sensitive, protected, and confidential information.