Donor Referral Manager

The Donor Referral Manager oversees day-to-day operations for 24/7 donor coordination services for Lions Gift of Sight (LGS). This role requires an in-depth understanding of donor case coordination and donor eligibility screening for ocular tissue donors. This position ensures operations are conducted in compliance with federal regulations, Eye Bank Association of America (EBAA) standards, and LGS policies and procedures. This role provides direct leadership and supervision to Donor Coordinators and Donor Coordinator Lead(s), driving operational excellence, quality and service.

15% Personnel Management:

• Lead recruitment, training, and supervision of Donor Coordination personnel.
• Designate and oversee the Donor Coordinator Lead role.
• Partner with Human Resources to administer and document disciplinary actions, ensuring alignment with organizational policies and keeping the Director of Clinical Operations informed.
• Facilitate team meetings and promote clear, effective communication and coordination amongst team members in collaboration with the Donor Coordinator Lead.
• Approve payroll and reimbursement requests for direct reports.
• Coordinate and maintain backup coverage plans to ensure uninterrupted donor referral operations during emergencies, high-volume periods, and staffing shortages.
• Conduct probationary and annual performance reviews; provide ongoing coaching and feedback to support staff development.
• Conduct regular one-on-one meetings to drive performance, engagement, professional development, and team wellbeing.
• Backup personnel when personnel are not available due to emergency situations.

30% Donor Coordination Program Management:

• Manage donor case coordination and donor eligibility screening to ensure efficiency, quality, and compliance.
• Partner with the Director of Clinical Operations, Medical Director, and Donor Coordinator Lead to evaluate program performance, address operational needs, and implement improvements.
• Evaluate program effectiveness, safety, and staffing needs; implement adjustments to support operational demands.
• Analyze key performance metrics (e.g., conversion rates, authorization rates, Designated Donor honor rates, referral source feedback) to identify barriers and implement strategies to improve donation outcomes.
• Review local, domestic, and international donation statistics and trends. Determine relevant statistics needed to monitor, evaluate, and improve Donor Coordination operations
• Perform root cause analyses and develop corrective action and preventative action plans to enhance performance and service delivery
• Oversee Donor Coordinator system access (e.g., EMR, donor registries, Medical Examiner portals), ensuring compliance with organizational policies and timely access management
• Direct daily coordination operations by setting priorities, allocating resources, and resolving technical and logistical challenges
• Oversee and coordinate daily operations for external stakeholders, serving as the primary operational point of contact to ensure timely, compliant coordination, and effective communication.
• Execute the operational onboarding of additional call volume and referral sources as required due to internal and external sales agreement, including facilitating access to additional resources to maintain compliance and efficiency of call center operations.
• Manage the execution of contracted call center service agreements.

40% Donor Coordination:

• Obtain and review donor medical history and current clinical circumstances to determine tissue suitability for transplantation or research on a case-by-case basis.
• Assess donor eligibility according to FDA, EBAA, and LGS standards.
• Accurately document donor information in applicable databases, ensuring completeness of donor charts and verification through state or regional donor registries.
• Approach grieving donor families by phone within hours of death to present donation options or disclose first-person authorization with compassion and professionalism.
• Obtain legal authorization for eye donation and collect donor medical and social history from appropriate individuals.
• Ensure eye tissue is recovered, transported, and received in a manner that maintains viability for transplantation or research.
• Direct the flow of case activities before and after recovery to maximize tissue quality and utilization.
• Establish and prioritize workflows to maintain effective tissue supply and operational efficiency.
• Simultaneously manage multiple case activities to maximize donation opportunities, preserve tissue viability, and support partner timelines (e.g., autopsy, other donation agencies).

15% Regulatory Compliance and Training:

• Maintain certification as a Certified Eye Banker or Certified Eye Banker - Technical.
• Maintain trainer status for all Donor Coordination processes.
• Oversee training and competency programs in collaboration with the Donor Coordinator Lead, ensuring timely completion, accurate documentation, and compliance with LGS policies and procedures.
• Ensure staff access to all required training materials and deliver supplemental training in response to operational or procedural changes.
• Implement and conduct regular audits on donor screening accuracy, documentation quality, and coordination activities; provide feedback and implement targeted retraining as needed.
• Enforce LGS policies and ensure compliance with EBAA and FDA regulations across all coordination activities.
• Lead the creation, review, and resolution of Quality Control Reports in collaboration with Quality Systems, ensuring timely resolution and inspection readiness.
• Revise, originate, or obsolete policies, procedures, and forms as needed. Delegate first draft of policies to appropriate subject matter experts as needed.
• Follow document control process: ensure new policies, procedures, or revisions are approved by Quality Systems department and signed by Executive Director and Medical Director.
• Ensure efficient training is provided to relevant personnel for all changes in policies and procedures prior to implementation

General Responsibilities:

• Serve as an Administrator On-Call (AOC) for Donor Coordination; respond to operational emergencies and implement contingency plans (e.g., power failure, equipment failure, environmental events).
• Serve as an ambassador of LGS services in all external interactions, maintaining strong relationships with local and national partner organizations.
• Provide education and training on eye donation to external stakeholders, including academic institutions, ophthalmology groups, residents, fellows, and community organizations.
• Represent LGS nationally through committee participation, conference attendance, and presentations, with regional and national travel as required.
• Drive continuous improvement initiatives to enhance donor coordination efficiency, service quality, and stakeholder satisfaction.
  
  

All required qualifications must be documented on application materials.

Required Qualifications:

• Bachelor's degree (BA/BS) plus at least five years of relevant experience, or an advanced degree plus at least three years of experience, or a combination of related education and work experience to equal at least nine years. May require professional health care certification, registration, or state licensure.
• Experience in an eye, organ, or tissue donation environment.
• Supervisory or management experience.
• Strong understanding of medical terminology.
• Certified Eye Banker or Certified Eye Banker - Technical Certification. This requirement, if not fulfilled upon hire, is required to be fulfilled within 2 years of hire.
• Strong interpersonal, verbal, written, and organizational skills.
• Strong problem-solving and decision-making skills.
• Ability to interpret and apply complex technical policies and procedures.
• Flexibility to work varied hours, including nights, weekends, and holidays, in a 24/7 operational environment.

Preferred Qualifications:

• Experience supervising or managing a call center or similar high-volume operation.
• Experience in a highly regulated medical environment.
• Knowledge of HIPAA regulations.
• Understanding of disease processes, including infectious diseases.
• Experience training or mentoring clinical or technical staff.
• Familiarity with quality management systems and regulatory inspection.
• Experience with data analysis and performance improvement initiatives.

The Department of Ophthalmology and Visual Neurosciences and its success is built upon the innovation and drive of every member of our team, from faculty to administrators to technicians. Put simply, all of us are driven to provide the best eye care for our patients, discover new treatments, and educate the next generation of eye care professionals.

For more information please visit our website at https://med.umn.edu/Ophthalmology

Lions Gift of Sight

Lions Gift of Sight (formerly Minnesota Lions Eye Bank) was established after the partnership between the Lions and the Department of Ophthalmology & Visual Neurosciences came to life in 1960, providing donor eye tissue for transplant, research, and teaching and promoting donation through education. Lions Gift of Sight has helped restore sight to more than 22,000 people by providing cornea tissue for transplantation and is one of the largest and most successful eye banks in the world.

For more information please visit our website at: https://www.lionsgiftofsight.org/

All required qualifications must be documented on application materials.

Pay Range: $37.50-42.50 per hour; and we anticipate most offers will be around the midpoint of this range, depending on education and experience.

Time Appointment: 100% appointment

Position Type: Civil-Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Voluntary Disability
• Employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).