The Resource Triage Coordinator (RTC) is integral to providing leadership and continuity of service to all donor families and hospital partners by screening potential organ donors with coordinators and coordinating all logistics involved in the referral process. This individual is responsible for enhancing the mission of LifeCenter Northwest (LifeCenter) by responding to and triaging organ referrals so the appropriate LifeCenter staff can be dispatched to facilitate the donation process. Typical duties include evaluation of the referral as reported by a coordinator, accurate documentation in the electronic medical record, support and evaluation of family needs alongside the Family Support Administrator On-Call (FS AOC), identification of resources needed for the referral, and assigning the referral to the appropriate LifeCenter staff member. In consultation with the Clinical Administrator On-Call and Medical Director/Advisor(s) as needed, the RTC determines donation potential of referred patients. The RTC may also be assigned duties as determined by management, including developing, implementing, and monitoring policies, procedures, strategies, and action plans related to the increasing donor numbers at the organization.
On Call Responsibilities
- Participates in a 24-hour call schedule in segments of 12-hour shifts to ensure adequate call coverage for the donation operations of the organization.
- Directs clinical team member resources for day-to-day organ referral and donor operations, with a focus on staff deployment and referral evaluation, and as needed, helps with transportation arrangements for staff responding to activity.
- Maintains an awareness of all active referrals and pending activity to ensure optimal use of available resources.
- Acts as the first line of communication for triage and on-site coordinators.
- Identifies potential issues in donation process and creates a collaborative plan for organ referrals.
- Provides real-time clinical and administrative expertise and oversight aimed at maximizing donation during the referral and follow-up processes for organ referrals with particular focus on clinical collaboration with the healthcare team at the donor hospital. This includes, but is not limited to, meeting donor management goals (DMGs) and ensuring brain death testing protocols are followed.
- Provides initial risk management assessment, problem solves with on-site organ team members, and provides clinical and logistical expertise in all areas of the donation process.
- Provides effective feedback to staff over the course of a call day and if appropriate follows up with staff’s manager/supervisor.
- Provides consistent and timely customer service to hospitals in all potential donor situations. The coordinator must possess knowledge of medical and legal principles of organ donor evaluation and the complete donation process. This is necessary in order to effectively communicate with physicians and hospital staff involved with a potential organ donor.
- Consistently demonstrate a high level of customer service to internal and external partners.
- Responsible for screening of new organ referrals, reviewing daily updates to clinical information to determine medical suitability, providing assessment of hemodynamic stability, and initiating communication with attending physician and/or other appropriate hospital staff as needed to maintain stability and potential organ viability. Provides accurate communication of referral status to other donation professionals.
- Ensures huddles are called on referral processes as determined necessary and ensures subsequent documentation of case planning occurs.
- Maintains concise, accurate records of data regarding donor referrals. Maintains accurate information on all laboratory values, medications and diagnostic tests required to evaluate and manage all potential donors. This also includes recording problems/incidents and reporting them in the established manner.
- Understands and complies with organ recovery policies and procedures as well as organizational policies and procedures. Adheres to the standards of practice for quality assurance/improvement procedures established within the organization.
- Consults with other LifeCenter staff, including the Administrator On-Call and/or any Medical Director or Advisor(s) as needed, on issues pertaining to the clinical and technical aspects of thorough and strategic organ donor evaluations.
- Participates in appropriate follow-up with nurses, physicians, and other donor hospital staff, as requested.
- Provides Hospital Development Program Manager(s) (HDPM) information for debriefing on-site experiences.
- May precept new LifeCenter staff, in conjunction with primary preceptor, in orientation to the process of excellent referral response practices.
- Ability to respond to a referral with an onsite presence in times of high activity.
- Manages each referral’s acuity status and determines when to update the status of a referral, or when to close a referral for any reason.
- Contacts appropriate LifeCenter resources in the event of potential media attention for a referral.
- Maintains advanced knowledge of end stage organ disease, donation potential and organ suitability through appropriate professional organizations and ongoing professional development.
- Maintains critical care knowledge to maintain presence as a subject matter expert and build upon knowledge to increase donation performance at the organization. Works with other teams to review cases and activity to identify opportunities to improve outcomes.
- Responsible for effective communication and coordination with medical professionals, hospitals, and donation organizations.
- Demonstrates emotional intelligence by having respectful interactions that bring about productive communication.
- Partners with internal and external contacts to achieve goals.
- Collaborates with leadership and peers to set professional and personal development goals and actively works to achieve them.
- Achieves strategic initiatives by providing constructive feedback and offering solutions to workplace challenges or obstacles.
Administrative & Quality Responsibilities
- Participates in the development and implementation of appropriate policies and procedures relating to organ donor identification and referral management.
- Assists the HDPM in the development and implementation of response to referral protocols specific for donor hospitals. This may include presentations and/or in-services at critical care courses, orientation, etc.
- Consults as a clinical expert on death record reviews to assess any missed donation potential.
- Ensures accurate categorization of outcome of referrals, including eligibility criteria as outlined by Center for Medicare and Medicaid Services (CMS).
- Participates in conference calls to review donation/referral activity and attends staff meetings and workshops as mandated.
- This position has no formal supervisory responsibilities. The position indirectly influences others by assigning and overseeing their daily activities related to referred patients.
KNOWLEDGE, SKILLS, ABILITIES
- Must have clinical skills and a demonstrated ability to drive results to improve processes and outcomes with the use of critical thinking, analytical skills, and problem-solving capabilities.
- Successful demonstration of strong initiative, collaboration, and communication skills with discretionary decision-making ability. In this capacity, and with the influence this position carries across the organization, this individual must actively foster an organizational culture based on collaboration, support, and constructive communication, i.e., organizational skills, the ability to work effectively under deadline constraints, effective written and verbal communication skills, good judgment and problem-solving skills, and education and training skills.
- A proactive team player who must uphold the core values of the organization.
- Must be able to analyze and assess situations, create solutions to solve problems, and motivate others to continually improve the processes necessary to meet organizational goals.
- Ability to give and receive feedback to peers and leaders in an effective and collaborative fashion, with a focus on working toward a common goal.
- Ability to learn new tools, applications, and technologies quickly, easily, and independently.
- This individual must demonstrate operating knowledge of computers and smart phones with a demonstrable, intermediate level skill (at a minimum) with email, Word, Excel, and other comparable software programs.
- Excellent knowledge of writing and editing standards, including grammar, punctuation, spelling, and vocabulary.
- Must be able to clearly communicate over the phone, in person, and in writing in English.
- An ability to accurately present the donation process in formal and informal educational opportunities.
- Must be compassionate, conscientious, ethical, and possess effective interpersonal skills that allow the employee to have effective communication with health care professionals and donor families.
The employee in this position must uphold the core values of LifeCenter; these include:
- Integrity: We are trustworthy, reliable, respectful, and accountable.
- Collaboration: We work in partnership with others, seeking to understand and be understood, and finding common ground and shared goals to build upon together.
- Courage: We take personal responsibility and face challenges head-on.
- Service: Through professionalism and dedication, we honor our commitment to serve others and our obligation to be good stewards of the gift of life.
- This position requires on-call responsibilities and travel may be required for this position; must be prepared to travel by automobile and aircraft within and outside the LifeCenter service area.
- This position requires the ability to effectively operate phones, computers, smart phones, and office equipment.
- Specific vision abilities required by this position include close vision, depth perception, and the ability to adjust focus.
- Must have a clear understanding of universal precautions and consistently adhere to these standards.
- Work is normally performed in an office setting as well as other business environments. Generally, working conditions do not have exposure to bio-hazardous materials, but occasional work in alternative settings, including healthcare facilities, may be required; in this setting, working conditions may include exposure to bio-hazardous materials.
This position is required to follow hospital immunization, health screening, and background check requirements. Immunizations and tests will be provided by LifeCenter as required.
ANTICIPATED WEEKLY TIME COMMITMENT
This position requires on-call availability, including holiday, evening, and weekend work, sometimes without advance notice.
EDUCATION, EXPERIENCE & JOB REQUIREMENTS
- Registered nurse or equivalent degree in biologic or healthcare-related sciences required.
- Relevant work experience may be considered as a substitution for academic requirements.
- Minimum of three (3) years OPO clinical experience required.
- CPTC required.
- ACLS preferred.
- Requires a valid driver’s license and access to an insured automobile for work-related functions at expected times.
- Proof of COVID-19 vaccination, or applicable medical or religious exemption will be required as a condition of employment upon offer. For those that need to complete the vaccination series, start dates will be adjusted.