Communication Center Manager | Iowa Donor Network

Communication Center Manager

  • Location: Remote

    Employment Type: Full-Time

    Department: Communication Center

    Exemption Status: Exempt

    OSHA Category: II

  • Position Overview:

    Responsible for supervision and development of designated Communication Center staff (DRC, MDI, MES, FDDS or FCS) and compliance with industry standards and best practices.

  • Schedule:

    A minimum of a two-year degree in a health field; nursing or paramedic certification/one or more-year health care related experience. RN, LPN, LFD, or Paramedic experience desirable. Minimum of one-year experience at a Tissue Recovery Agency, Organ Procurement Organization or in the Communication Center. CTBS preferred.

  • Organization Responsibilities:

    Essential Job Functions and Performance Expectations:

    1. Supervise the selection, training, development and performance of designated Communication Center staff to retain a motivated professional workforce for IDN.
      1. Participate in the interview and selection process of applicants.
      2. Assess employee performance and provide constructive feedback.
      3. Coordinate, create and facilitate clinical competencies annually.
      4. Work collaboratively with HR and the Clinical Training Specialist to ensure that necessary training is delivered and documented.
    2. Communicate needs, expectations and outcomes to maintain optimal operational performance utilizing Studer Principles.
      1. Identify training and development opportunities to ensure work accuracy and implantation of best practices.
      2. Work with performance improvement team to create reports to assess individual and department staff performance.
      3. Establish and communicate job responsibilities and performance expectations.
      4. Conduct employee rounding for outcomes on at least a monthly basis.
      5. Complete thank you notes as the opportunities arise.
      6. Oversee facilitation of a monthly department meeting.
      7. Participate in leadership team communication and appropriate training.
    3. Ensure compliance with AATB, FDA regulations, processor guidelines, federal and state employment and other regulations and IDN policies.
      1. Maintain current knowledge of industry standards and changes in regulations and communication with staff.
      2. Annually, assist with review and revisions of departmental policies and procedures and forms.
      3. Work with performance improvement to complete Communication Center audits.
    4. Assist with and ensure effective and efficient use of financial resources.
      1. Assist with the communication of departmental budget needs.
      2. Assist with the approval of department invoices and expenses.
    5. Assist with oversight of Communication Center operation needs.
      1. Participate in organizational strategic planning and assist with development of department action plans to meet organizational goals.
      2. Ensure compliance with local medical examiner needs during the recovery process.
    6. Oversee the donation and recovery process. Provide the option of tissue donation to families as appropriate
      1. Oversee and perform audits of referral/consent/medical/behavioral histories.
      2. Self-schedule 3-5 days per month in designated staff role according to department needs.
    7. Monitor and analyze data to maximize organ and tissue donation.
      1. Identify trends and areas for improvement in consent and conversion rates and other areas as needed.

    Additional Job Functions: None

    Physical Requirements/Working Conditions:

    1. Lift equipment and supplies weighing up to 20 lbs.
    2. Possible mental and visual fatigue associated with detailed work.
    3. Maintain availability for communication 24/7/365.
    4. Express ideas verbally and convey detailed or important spoken information.
    5. Receive detailed information through oral and auditory communication.

    Skills and Abilities:

    1. Ability to use critical thinking skills and work efficiently in high stress situations.
    2. Ability to participate in or conduct crucial conversations.
    3. Ability to travel to Altoona or North Liberty offices as necessary.
    4. Maintain a current valid driver’s license and be insurable through IDN’s insurance.
    5. Skill and ability to effectively use computers and computer software including word processing, databases, spreadsheets, Internet tools, and electronic mail.
    6. Effectively communicate both verbally and in writing when representing IDN; work well with others; take and give direction; demonstrate effective problem-solving skills; ability to work both independently and collaboratively.


    Organizational Responsibilities:
    It is required that IDN employees demonstrate commitment to the mission and vision, maintain effective communication, exhibit teamwork, respect diversity, follow policies and procedures, maintain confidentiality of all donor, recipient and organizational information, demonstrate accuracy and thoroughness while meeting productivity standards, observe safety and security procedures, be consistently punctual and dependable, actively participate in performance improvement activities and continually demonstrate behavioral expectations and core values.

    All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed in this position. I will be required to follow any other job-related instructions and to perform any other job-related duties requested. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, I know that I must possess the abilities or aptitudes to perform each duty proficiently. I realize neither the job description nor this document creates an employment contract, implied or otherwise, other than an “at will” employment relationship.

    I acknowledge that I understand the above statement. I further acknowledge that I have received and reviewed the job description for my position.

Our Vision:

All are inspired to donate life.