Job Description
Role Description
- Responsible for developing and maintaining relationships with organ, tissue, and donor-in-spirit donor families following donation, including providing resources, updates and connection opportunities, along with identifying and remedying post-donation issues, cultivating readiness to share their stories and fortifying lifelong relationship with Gift of Hope.
- Advance Gift of Hope's mission, vision and core values
- Adhere to all policies and procedures
- Connect with organ, tissue, and donor-in-spirit donor families in assigned geographical areas
- Create, plan, and implement in-person Donor Family Services events
- Adaptable and thrives in a dynamic environment
- Analyze and use critical thinking to navigate situations
- Support donor families through response to their inquiries
- Manage difficult, potentially emotionally charged conversations
- Encourage & facilitate communication between donor family members and recipients
- Investigate and respond to donor family inquiries, compliments and complaints
- Monitor, maintain, support and interact with donor families through the virtual Donor Family Support Group
- Collaborate and cultivate relationships with internal and external partners
- Gather recipient information and encourage communication
- Enter clear and complete documentation for every interaction
- Build and run donor family reports as needed
- Access, interpret, and implement next steps from Donor Family Survey comments
- Generate original letters and letters from templates
- Adhere to organizational and departmental policies and procedures
- Other duties as assigned
- Qualifications
- Bachelor’s degree in social services, allied healthcare, or a related field, or equivalent work experience
- 3-5 years’ experience in patient relations, social services, hospice, grief/bereavement, or a related field
- Comfort and confidence in the presence of emotional distress and death
- Bilingual a plus
- Strong organizational skills and attention to detail
- Effective oral and written communication skills
- Ability to display empathetic listening skills and problem-solving techniques
- Problem-solving skills
- Requirements
- Ability to lift and move 30 pounds
- Benefits
- Medical, dental, vision, disability and life insurance options for full-time employees
- Generous Paid Time Off (PTO) plan
- 403(b) retirement plan with company match
- Tuition Reimbursement up to the IRS-allowed maximum
- Personalized learning and educational development opportunities
- Monthly cell phone and internet stipends
- Paid Parental Leave
- Annual Employer-funded Lifestyle Spending Accounts to support wellness needs
- Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP)
- Partnership with Critical Incident Stress Consultants (CISC)
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