What are the responsibilities and job description for the Donor Referral Center Manager- Call Center position at ConnectLife?
A career with ConnectLife is an opportunity to make a difference in the WNY community and in the lives of all those who have been touched by organ, eye, tissue, and blood donation. ConnectLife is much more than a 9-5 job, it is an opportunity to save and enhance lives.
Status
Full time
Monday-Friday *must have flexibility to work variable shifts throughout the week to meet both shifts, such as 8:00am-4:30pm and 12:00pm-8:30pm or as scheduled by the Director*
Salary
$58,458.40-$67,826.00 per year, Exempt
Salary will be determined based on combined education, experience, and skills.
Job Summary
Responsible for the day-to-day management and oversight of the donor referral center. Oversee staff conduct and performance of all donor referral center activities, including but not limited to the referral, screening, and authorization process. Create an environment of accountability.
Education Requirements:
- Associate degree required.
- Bachelor’s degree preferred.
Experience:
- 3 years of management/ supervisory experience is required.
- Experience in a hybrid remote call center environment required.
- Experience in a healthcare or medical setting preferred.
Knowledge, Skills, and Abilities:
- Team oriented approach to management required with a strong philosophy of continuous quality improvement.
- Must have the ability to think critically in solving problems with a continuous focus on customer service.
- Proficiency in Microsoft Word, Excel, PowerPoint, and data entry required.
- Must be able to think logically and have patience in making decisions and resolving conflicts.
- Must be able to train, supervise, delegate, coach, and motivate in collaborative team environment.
- Must be adaptable to change, detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.
- Knowledge of data analysis and data management preferred.
- Must be able to handle confidential information.
- Must have professional appearance and demeanor.
Required Physical Demands:
- Frequent sitting, standing, walking, bending, squatting, and kneeling.
- Frequent lifting, carrying, pushing, pulling up to 10lbs. Occasional lifting, carrying, pushing, and pulling up to 50 lbs.
- Frequent reaching forward. Occasional reaching lateral and overhead.
- Continuous receiving detailed information through written, electronic, and oral communication.
- Frequent clarity of vision at near and/or far distances.
Essential Job Functions:
- Communicates organizational needs, manages workflow of staff, and provides guidance and support as needed.
- Supervise staff which includes monitoring time and attendance, monitoring workload, providing performance counseling. Handles employee relations issues and administers disciplinary action as needed with guidance from the Human Resources department.
- Responsible for the day-to-day management of Donor Referral Center. Enforces all applicable ConnectLife policies and procedures. Oversees all tasks as they relate to Donor Referral Center objectives and meeting goals, including incoming and outgoing calls, daily referrals, shift liaison duties, evaluation of information for donor suitability, family approaches, and authorization for donation.
- Works closely with DRC Supervisors to mentor in all supervisory capacities. In addition, trains supervisors to be resource staff to all of their direct reports.
- Use data analysis to evaluate and report on staff competencies, assess day to day goals and outcomes, identify trends and implement changes in performance or process where indicated.
- Audit family approaches to ensure staff competency and to identify re-training opportunities.
- Review telephonic data to determine appropriate use of telephonic system, adherence to acceptable call times, and employee breaks and activity.
- Performs weekly QA of referrals to ensure data accuracy, integrity, and performance improvement where necessary.
- Maintain customer service focused relationships with Medical Examiners to ensure donation opportunities are maximized.
- Review complaints/feedback with ConnectLife Funeral Director/ME liaison to ensure timely resolution and identify opportunities for improvement.
- Completes employee schedule and ensures proper staffing levels.
- Performs employee One-on-Ones with Supervisor and Director input. Responds and takes action where required.
- Screens, evaluates, and interviews potential DRC candidates.
- Ensures new employee onboarding and training is efficient and effective. Ensures required training and development is ongoing.
- Participates in ConnectLife Manager/Supervisory training programs.
- Enter and/or monitor, follow-up, and close out deviations within the ConnectLife deviation app.
- Assist Director of DRC as needed.
What We Offer
- Health Insurance
- Employer Sponsored Dental & Vision insurance
- Employer Sponsored Life insurance
- Paid vacation & sick time on an accrual basis beginning on day 1
- 401(k) after one year of service with 3% employer contribution
- Employee Referral Bonuses
- Mileage Reimbursement
- Pet insurance
- And more!
Salary : $58,458 - $67,826
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