Assistant Director, Patient Services

Organization/Position Summary:

The Milk Bank (TMB) is a non-profit human milk bank dedicated to combatting infant mortality. TMB provides Pasteurized Donor Human Milk (PDHM) for premature and ill infants across the Midwest via Neonatal Intensive Care Units (NICUs), hospital inpatient units, milk depots and milk express locations. The Milk Bank strives to ensure that every child has access to safe, lifesaving human milk and is committed to helping more infants celebrate their first birthday.

Under the supervision of the Director of Hospital Services this position is primarily responsible for ongoing training, customer service and retention efforts related to hospital partnerships.

Essential Duties and Responsibilities:

·      Accountable to achieving or exceeding targets in hospital retention and acquisition including business development, onboarding assistance, clinical education, and program growth in hospital usage, milk express/OP rates.

·      Leads research, benchmarking and best practices regarding the use of human milk and lactation. May engage with local, regional, national and global partners such as IBC, USBC, APA, WHO, etc. 

·      Supervise all documentation and data tracking efforts in compliance with HIPAA including multiple qualitative and quantitative systems such as charting, donor database and CRM.  

·      Creates, evaluates and delivers formal and informal education/curriculum to increase visibility and awareness of The Milk Bank as well as the use and benefits of pasteurized donor human milk. Represents The Milk Bank at conferences, expos and outreach opportunities through booths, presentations, and networking.

·      May assist in supporting community and board driven Medical Advisory Committee. Responsible for recruitment, orientation, training and retention as well as logistical and meeting support. 

·      Assist as needed with strategic location, site development and onboarding of new depot and/or milk express sites.

·      Assists with annual HMBANA (national) accreditation audit, state regulatory requirements as well as any interim audits or safety standard upgrades. May serve on relevant national committees.

Required Professional Characteristics:

·      Demonstrated advanced writing skills and computer literacy including willingness to learn new technology

·      Ability to bring fresh ideas and creative approaches to clinical outreach and efforts

·      Handles competing priorities while consistently meeting deadlines

·      Actively seeks to give and receive constructive feedback

·      Requires ability to present or speak in front of peers and public.

·      Requires ability to work independently or as a participating member of a team.

·      Excellent time management skills and superb work ethic.

·      Welcomes other duties as assigned.

Experience and Education:

Four year degree and three years’ experience in healthcare sales, clinical or lactation work, or similar field. Hospital administration, public health, RN, IBCLC, or similar degree and credential preferred. 

The Milk Bank Values and Culture:

The Milk Bank is a fiercely mission-driven organization that strives to be unwaveringly inclusive and uncompromising champions of science and safety. Each team member understands how work culture shapes daily experiences, influencing how we collaborate, communicate and approach challenges. Successful team members value integrity, customer service, courageous communications, a problem-solving orientation, and positive, growth-oriented mindset.