Referral Response Coordinator

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Job description

Department: Donation Development

Reports To: Director of Donation Development

Direct Reports: None

Safety Sensitive Position

OSHA Risk Category: 1

Job Summary/Scope

The Referral Response Coordinator (RRC) is primarily responsible for maximizing organ donation opportunities by responding on-site to referrals and conducting accurate assessments of the potential donor. Other duties include but are not limited to working collaboratively with ARORA staff and hospital partners to foster positive relationship and promote organ, tissue, eye donation, obtaining accurate medical information and entering referral data in the electronic donor record. This position requires proficient computer skills.

Essential Functions

1. Responds to referrals, rounding, case activity, etc. at designated or directed locations.
2. Responds appropriately to donor referrals and conducts a comprehensive, accurate assessment of the medical status of potential donors according to ARORA and USPHS guidelines.
   1. Each referral assigned is appropriately evaluated, triaged, and documented accurately as outlined in ARORA procedures.
   2. Obtains accurate medical information for evaluation of potential donors.
   3. Notify appropriate ARORA staff of referral status, outcome, and/or analysis.
   4. Documents findings in the electronic donor record.
   5. When on site evaluating a referral will assist hospital staff to maximize donation through education about Best Practices, Clinical Triggers, etc.
      1. Facilitates ongoing communication with the health care team leading up to a donation conversation with the Authorizing Person/Legally Appropriate Person (AP/LAP).
      2. Interacts with potential donor families in a manner that respects human dignity and shows reverence for life.
   6. Responsible for obtaining guidance from appropriate personnel (such as ARORA or hospital personnel) as referral situation requires.
   7. Maintains confidentiality of referral/donor information in accordance with ARORA policies.
   8. Responsible for clear communication with hospital staff and physicians so that they have a clear understanding of the needs of the potential donor, the donor family, and ARORA.
   9. Works in collaboration with ARORA staff and hospital personnel during referral to ensure environment is optimum for maximizing donation potential.
   10. Donation after circulatory death (DCD) assessment specific to the donor's cause of injury and past medical history is performed and communicated accurately with the administrator on call.
   11. Responsible for family support interventions promptly and appropriately in periods of extreme time sensitivity.
   12. Assesses the need for sending initial serological and HLA samples to appropriate laboratories in a manner that expedites testing and progression of the donation process.
   13. Participates in daily meetings and departmental meetings to receive updates on donor activity and provides information on case follow-up.

Secondary Functions

1. Assists hospital teams understanding of brain death declaration needs or processes by which a patient could become a DCD donor.
2. Maintains communication (written or verbal) as necessary with all appropriate members of the ARORA team to ensure:
   1. Administrator on call is aware of changes in patient's status so on-going assessment of donation potential occurs.
   2. All appropriate members of ARORA team are aware of imminent donation opportunities, patient's plan of care, and any changes with donation potential.
   3. Team members are aware of any difficulties, challenges, or need for intervention to facilitate optimal donation processes within hospitals in their coverage area.
3. Assists with the transfer of donors as required.

Organizational Expectations

1. Maintains regular and punctual attendance at assigned work location.
   1. Accurately document timekeeping records.
2. Completes and maintains appropriate documentation in a timely and thorough manner including activities. Examples include training documentation, mileage, expenses, electronic schedule of ARORA events, and other forms.
   1. Proofs work for accuracy and completeness.
3. Exhibits and models ARORA's conduct standards, mission, and organizational clarity (core purpose, core values, business definition, and strategic anchors) in all job functions and interactions both internal and external to ARORA.
   1. Utilize the ARORA strategic anchors: Creating a Culture of Donation, Financially Sound and Quality during work activities and in the decision-making process.
4. Attendance at staff meetings, training programs, and/or in-services meetings, as required.
5. Demonstrates professional appearance, behavior and standards in all business dealings and interactions.
6. Demonstrates professional conduct and behavior reflective of ARORA's respect, honor, admiration and reverence for the donor and donor family.
7. Fosters effective relationships with client representatives.
8. Performs other duties as assigned.

Potential Risk Factors:

1. Risk Exposure to Blood/Body Fluids: While performing some essential functions of your position, you may be exposed to blood or body fluids. Established procedures identify the appropriate personal protective measures that you should use when performing essential functions of your position. The ARORA Safety program will provide you with the appropriate procedures and guidelines in which you should perform the essential duties of your job. If you need additional training or resources, please see your supervisor or the ARORA Safety Officer.
2. Repetitive Motion: While performing some essential functions of your position, you may be required to perform some functions repeatedly. When such tasks are not performed properly, injury can result.
3. Minimum Weightlifting Requirement: While performing some essential functions of your position, you may be required to do some lifting, moving, pushing, or pulling. When such tasks are not performed properly, injury can result. Must have the ability to lift minimum weight of 55 lbs.
4. Prolonged Sitting, Standing, and Bending: While performing some essential functions of your position, you may be required to sit, stand, or bend for an extended period of time. When such tasks are not performed properly, injury can result. Precautions and/or equipment should be used when performing this task.
5. Competency Evaluation: Competency evaluations are required for this position. Your supervisor will notify you when your evaluation is to be conducted.
6. Training: You may need additional training to better understand the performance requirements of your essential job functions. Training classes are available and can be requested and/or assigned. Your attendance at such classes is mandatory.

Work Environment

1. Works in various locations, including normal office environment, hospital, and other locations as essential and secondary functions necessitates.
2. Required to carry a cellular telephone for business purposes.
3. Frequent travel required by personal vehicle to fulfill the duties and responsibilities of the position.
4. May require travel by commercial or chartered aircraft.
5. Non-smoking office.
6. Drug Free Workplace.

Work Hours

ARORA is a 24/7 operation and will require this position to work various shifts. Referral Response Coordinator participates in a rotating call schedule and maintains an on-call schedule in 12-hour shifts. This position must be available evenings, holidays, and weekends as required.

Minimum Job Requirements

1. Paramedic, EMT, or higher licensure or certification. Previous OPO experience in substantially similar role could substitute for education or years' experience.
2. Maintain a valid driver's license, reliable automobile, and proof of automobile insurance.
3. Must maintain required vaccination and/or health screenings to minimize the potential for disease transmission.
4. Proficient in concurrent documentation in electronic medical records.
5. Consistent demonstration of attention to detail, precision, accuracy, and customer satisfaction.
6. Possess strong prioritization skills and the ability to effectively manage multiple projects and tasks.
7. Excellent problem solving, conflict resolution and interpersonal skills (i.e., has the ability to make decisions based on situational circumstance, company policy and customer relations).
8. Ability to utilize general office equipment, software, and must be proficient in Microsoft Office Suite.

Preferred Qualifications: Bachelor's degree in medical related field, hospital experience, crisis intervention, and/or grief support. Certification in donation-related role.

Security Requirements

This position is responsible for acquiring and managing confidential records and ensuring that information is protected according to the recognized standards, regulations, and standards for maintaining patient records.

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