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Family and Hospital Services Coordinator

Job Details

Columbia - Columbia, MO
Full Time


Responsible for coordinating the authorization process by assessing family needs and communicating/interacting with families to obtain authorization for organ and tissue donation. This includes providing families with informed authorization and completing the medical and social history process. Responsible for the implementation of hospital support services such as donation development, strategic planning, relationship management and delivery of educational programs in assigned hospitals.



  1. Maintains an on-call schedule of approximately twelve to fifteen 24-hour call days per month (40 to 50% call).
  2. Responds timely to hospitals (within one hour to local hospitals) when dispatched.
  3. Travels within DSA to evaluate potential donors and speak with families as requested by Administrators On Call (AOCs).
  4. Assess referrals daily and make rounds, within specified satellite coverage area, to provide support to staff for questions and guidance.
  5. Evaluates potential organ donors for suitability.
  6. Assesses family dynamics and coordinate compassionate donation discussion/authorizing individual approach with hospital staff.
  7. Provides authorization disclosure to legal decision maker(s)/legal next-of-kin (LNOK).
  8. Obtains accurate and complete donor medical/social history (Donor Risk Assessment Inventory) from authorizing individual/LNOK and other appropriate historians.
  9. Supports management of donation activities in a proactive and timely manner.
  10. Coordinates specimen collection (blood and lymph nodes) to facilitate donor testing, per AOC guidance.
  11. As requested, provides donor management as needed to coordinate organ recovery.
  12. Provides education to physicians and clinical staff on donor management and related topics.
  13. Communicates assessments, actions and plans to the Administrator on Call and to other FSCs on shared cases.
  14. Advocates for donation and brain death testing to maximize outcomes.
  15. Supports Donor Families/LNOK/Authorizing Individual throughout and after the donation process, as needed.
  16. Effectively maintains an average authorization rate of 75% after completion of the orientation/onboarding period (a Non-FPA authorization rate under 40% is considered unsatisfactory).


  1. Maintains hospital services operational records and reports.
  2. Maintains and develops effective working relationships with hospital contacts and knowledge of hospital structure and inter-relationships between departments and functions.
  3. Maintains knowledge of federal and state laws/regulations related to the donation and authorization process and assists hospitals with policy assessment and revision.
  4. Maintains in-depth knowledge of organ and tissue donation process and donor criteria including DCD and brain death.
  5. Skilled in written and verbal communication considering perspective of audience to achieve purpose and goals.
  6. Ability to gather, analyze and present relevant hospital data to identify critical issues and trends and develop appropriate solutions.
  7. Skilled in developing and delivering presentations to large groups with ease and confidence.
  8. Ability to monitor, review and analyze data trends to and generate unique plans/strategies/interventions for process improvement in assigned hospitals.
  9. Collaborates with assigned hospitals to create SWOT analysis and identifies critical issues to develop effective annual strategic plans.
  10. Collaborates effectively with Donation Potential Analyst (on shared hospitals) to ensure comprehensive and consistent delivery of mortality data to hospitals and/or donation committees.
  11. Advocates for the mission through celebratory, awareness and recognition events.
  12. Collaborates with assigned hospitals to develop and revise donation policies.
  13. Demonstrated ability to hold impactful and routine After Action Reviews with key physicians, hospital leaders and frontline healthcare staff.
  14. In partnership with hospital leader, organizes and leads Donor Advisory Council/meetings with hospital stakeholders to review outcomes, identify and work on opportunities for improvement and celebrate successes.
  15. Regularly conducts hospital rounding on open organ referrals in critical care units to assess clinical status and develop collaborative plan.



  1. Undergraduate degree in biological, social or health sciences, business, marketing or communications; or associates degree with RN or other allied health licensure required.
  2. 2-3 years experience in a professional medical position or a combination of experience and education providing equivalent knowledge required.
  3. Ability to work a minimum of 40 hours per week and be available to respond to assigned hospital as requested. Required to work for extended periods of time with few breaks.
  4. Detail oriented, highly organized, possesses excellent skills in tracking and reporting documentation, and communicates effectively both in writing and verbally.
  5. Microsoft Office proficiency required.
  6. Must maintain a valid driver’s license in accordance with MTN motor vehicle policy. Must have reliable personal automobile transportation to be used with company reimbursement using IRS guidelines. Must be able to travel within the service area by ground or air.
  7. Ability to lift 50 pounds and transfer short distances.
  8. Possess ability to operate telephones, computers and office equipment.
  9. Ability to speak and communicate clearly in order to accurately convey information in person or by phone.
  10. OSHA Category II Occasional exposure to bloodborne pathogens while performing assigned job duties. Bloodborne pathogens protection is required.
  11. Home internet and wireless phone access may be required.


Respect: Builds a positive and supportive foundation inviting open, honest, and clear communication. Fosters a sensitive, supportive, and trustworthy environment, which promotes active listening and strengthens rapport throughout all interactions. Cultivates teamwork through acceptance and inclusion by valuing differences and empowering strengths.

Excellence: Demonstrates excellence by going above and beyond, while maintaining compassion and humility in all interactions. Demonstrates a high rate of achievement and success for the organization through proactive objectives centered on the overall mission and vision. Consistently models a positive attitude, a willingness to help others, and a dedication to improvement. Takes full responsibility for their role and challenges themselves to find workable solutions.

Accountability: Demonstrates the highest ethical standards, by honoring commitments to each other and professional partners. Executes all interactions through honesty and transparency. Demonstrates responsibility and integrity through ownership of the mission. Utilizes resources appropriately.

Leadership: Empowers, mentors and encourages all staff, while displaying a high-level of professionalism. Demonstrates ability to cultivate teams and relationships through open lines of communication, honesty and respect. Handles challenges with compassion by developing trust through respectful feedback and support. Acts as a resource by providing the tools, which enable others to reach their highest potential.

It is the policy of Midwest Transplant Network (MTN) to provide equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, ethnic origin, age, genetic information, disability, protected veteran status, arrest record, or any characteristic protected by applicable federal, state or local laws. In addition, the organization complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, employee activities and general treatment during employment

MTN is committed tocomplying with state and federal disability laws and makes reasonable accommodations when requested by a qualified applicant or employee with a disability to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation would impose an undue hardship on the operation of MTN’s mission.