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Donor Network West

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VP of Donation Development and Family Services

San Ramon, CAOn-site

AI Summary

The Vice President of Donation Development and Family Services leads the management, strategy, and compliance of donor development and family services departments to increase authorization and conversion rates and strengthen hospital and partner relationships.

About this role

Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research.
At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.

POSITION SUMMARY
The Vice President of Donation Development and Family Services (VPDDFS) is responsible for
the management, oversight, performance, fiscal management, strategic planning, staffing, and
regulatory compliance of the Donation Development and Family Services departments. These
departments include partner and hospital relationship management and development, donor
approach and authorization, and donor family aftercare services. The VPDDFS will engage
leadership, front-line staff, and others around a well-articulated strategy to increase DNWest’s
donation development efforts, which ultimately leads to top-quartile authorization and
conversion rates of potential donors.

In collaboration with the Chief Operating Officer (COO) and DNWest clinical leadership, the
VPDDFS will create and sustain hospital and partner relations strategies, Family Services team
operational effectiveness, and oversight of DNWest’s Donor Aftercare operations by leading
continuous process improvement and accountability. This position is responsible for developing
and formulating short and long-term strategies and overarching programs designed to improve
DNWest’s competitive position with external stakeholders. As a part of the Executive
Leadership Team, the VPDDFS participates in organizational strategic planning and budgeting
processes
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
The essential functions and qualifications listed are typical examples of work performed by positions
in this job classification and general required qualifications. They are not designed to contain or be
interpreted as a comprehensive inventory of all duties, tasks, responsibilities and qualifications.
Employees may perform other duties as assigned. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

Donation System Development

  • Responsible for overarching system-wide and mission-critical efforts to build positive hospital & partner donation environments.
  • Provides leadership, appropriate resources, and strategic direction to the development and implementation of key hospital and partner strategies tailored to the needs of each organization and that will support process improvement and accountability to results.
  • Responsible for increasing authorization and conversion rates above the expected outcomes for DNWest by working in partnership with executive and senior leadership, directors, and staff to develop a cogent, self-sustaining growth strategy that is consistent with the mission, vision and values of the organization.
  • Focuses DNWest’s practice on known best practices to improve hospital services performance metrics.
    • Implements measurement of adherence to known best practices; incorporates the metrics of that measurement into the hospital dashboards.
      • Establishes, implements, and monitors key performance indicators, metrics, and monthly/annual goals for departments.
      • Initiates corrective actions when indicators, metrics, and goals are not compliant with established targets.
      • Develops a vision for DNWest’s operational response to referrals by managing oversight and ensuring implementation of an effective, service-driven response.
      • Reviews data pertaining to authorization, conversion and referral rates for DNWest’s hospitals and partners, and makes recommendations for system improvements.
      • Analyzes hospital metrics and reports to the COO.
      • Works with leadership to analyze individual and aggregate regional hospital performance and directs recommended improvement strategies.
      • Routinely engages high-level hospital leaders and physicians to support and improve donation processes and metrics.
      • Evaluates hospital need for in-house DNWest staff resources and works with leadership to position DNWest staff members in hospitals.
      • Tracks and monitors face to face meetings of DNWest leadership with hospital leadership in key donor potential hospitals.
      • Collaborates with leadership to ensure all Donation Development community events are executed with positive outcomes.
      • Responsible for effective delivery of educational programs necessary to sustain collaborative relationships with hospital champions, physicians, and nurses.
      • Develops, implements, and improves systems for tracking and reporting hospital development activities, outcomes, and customer satisfaction related to hospital demographics, professional education services, and DNWest’s organ, eye, and tissue donor potential.
      • Collaborates with Organ and Tissue operations to improve donation outcomes.
      • Engages in the development, implementation, and updates of DNWest’s policies and procedures as they relate to the authorization and donation processes

    • Family Services and Aftercare

  • Provides leadership, appropriate resources, and strategic direction to the development and implementation of activities and practices that ensure that DNWest provides excellent family care before, during, and after the donation discussion.
  • Focuses DNWest practice on known best practices to improve authorization rates.
  • Ensures that DNWest provides quality aftercare to organ and tissue donor families; monitors and evaluates services provided and incorporates best practices on an ongoing basis.
  • Directs activities that monitor the effectiveness of the Family Services and Aftercare programs to maintain consistently high standards of the organization, to ensure excellent services to donor families, and meet desired targets for authorization rates. Reviews data pertaining to authorization rates for organ and tissue donation and makes recommendations for system improvements when necessary; data pertaining to individual and organizational authorization rates will be analyzed and reported to the COO.
  • Collaborates with leadership to deliver consistency in DNWest messaging of the donation conversation with donor families and donor hospitals.
  • Reviews accurate and up to date individual authorization statistics and donor and referral activity to ensure the quality of practice and level of service in relation to DNWest’s expected goals.
  • Works with Tissue Operations leadership to review authorization data and practices. Provides recommendations for process improvement to attain organizational targets and ensure consistency of practice.
  • Reviews feedback from donor families and utilize the information to improve processes and systems; shares information with COO and clinical and tissue leadership.
  • Collaborates with other department leadership at DNWest with the goal of optimizing services to donor families and enhancing authorization and conversion outcomes.
  • Engages in the development, implementation, and updates of DNWest’s policies and procedure as they relate to the authorization and donation processes.

    • Staff and Management Development

  • Creates and develops staffing models that ensures adequate staffing levels to promote high and efficient performance.
  • Creates and oversees the design of department leadership structure and roles; actively mentors and coaches leadership staff to ensure program and staff operations meet goals and objectives.
  • Oversees the development of effective recruiting and hiring practices, training leadership to effectively staff their organizations.
  • Oversees all management of assigned staff towards the accomplishment of DNWest’s mission, including recruitment and selection; scheduling and job assignment; training and development; counseling and coaching; correction and disciplinary action; appraisal and recognition; and recommending salary, and promotional actions in accord with existing policies and procedures.
  • Creates a vision that inspires staff to do their best work and promotes success and accountability for results while honoring the organization’s commitment to teamwork, integrity, passion, and excellence.

    • Program Operational Management

  • As a member of the Executive Leadership Team, participates in organizational visioning, strategic planning, and budgeting.
  • Leads multi-functional teams to plan and execute Donation Development, Family Services, and Aftercare projects according to goals, budgets, and timelines to achieve objectives.
  • Works with Clinical Skills and Practices, Learning and Development, and Quality Systems to identify occurrence trending and performance improvement opportunities within functional responsibilities.
  • Maintains professional relationships and rapport with management, medical, nursing, and ancillary staff within and outside the organization.
  • Participates in an operational call schedule when directed by the COO.
  • Attends required board meetings, staff meetings, academies and training programs, and or in-services deemed necessary by the COO.
  • Cultivates and grows external stakeholder relationships and engagement by supporting DNWest’s brand, ensuring responsive service delivery, and enhancing our reputation as a trusted partner.
  • Ensures compliance with all current federal, state, and/or local laws and regulations including Food and Drug Administration (FDA), Centers for Medicaid and Medicare Services (CMS), and United Network for Organ Sharing (UNOS).
  • Meets accrediting organizations’ standards, American Association of Tissue Banks (AATB) and Eye Bank Association of America (EBAA), and Donor Network West’s Policies and Procedures (P&P).

    • Leadership Skills Expectations

  • Possess highly developed interpersonal skills and respectful communication ability with all hospital staff, the public, families, and colleagues.
  • Ability to communicate and model successful behavior to staff. Strong interpersonal and diplomacy skills are required, especially evidence of active listening and supportive recognition and respect for differing viewpoints.
  • Conveys a sense of urgency when appropriate; persists in the face of obstacles; strives for excellence and drives to outcomes that reflect meeting or exceeding a standard of excellence.
  • Ability to manage a diverse team of experts overseeing several projects simultaneously on time and budget with the highest level of professionalism and integrity.
  • Ability to leverage internal resources across organizational boundaries to meet departmental goals/needs.
  • Possess strong strategic thinking ability and project management skills.
  • Adept at the analysis of data, metrics, statistical reports, and data presentation
  • Brings extensive experience in business administration, budgeting, and strategic planning
  • Ability to present in front of large and small groups.
  • Possess and/or develops a detailed knowledge of applicable regulations and standards including but not limited to those established by Federal Drugs Administration (FDA), United Network of Organ Sharing (UNOS), American Association of Tissue Banks (AATB), and the State of California.
  • Ability to leverage information technology to develop, manage, maintain, and grow donation development.
  • Ability to read and interpret documents such as procedures, standards, regulations, protocols, validations, guidance, etc.

    • DONOR NETWORK WEST MANAGEMENT EXPECTATIONS

  • Builds meaning and purpose for the team by demonstrating the vision, mission, and values of DNWest.
  • Achieves strategic initiatives through employees by communicating job expectations, planning, monitoring, and appraising job results. Provides accurate feedback and recognition in a timely manner.
  • Foresees challenges, is proactive, and uses sound judgement and best practices when solving problems and making decisions.
  • Conducts work professionally and collaboratively and provide excellent customer service.
  • Positively adapts to change, supports new initiatives, and is creative/innovative.
  • Demonstrates emotional intelligence by having respectful interactions that bring about productive communication.
  • Retains team members and demonstrates appreciation through customized recognition and development.
  • Partners with employees to create professional and personal growth opportunities for staff.
  • Ensures a safe, secure, legal, and professional work environment and administers consistent corrective measures or performance improvement plans when appropriate.
  • Adheres to DNWest’s policies, code of conduct, and leads by example.

    • EDUCATION AND EXPERIENCE

  • Required: Bachelor of Arts or Science Degree
  • Preferred: Master’s Degree in Business Administration, Public Health, or Hospital Administration
  • Preferred: Valid RN license, valid registered nursing license
  • Preferred: Minimum 10 years of progressive program and staff management experience
  • Preferred: Minimum 3 - 5 years of executive management experience within an organ procurement organization (OPO)
  • Required: valid driver’s license and registered vehicle with insurance meeting California minimum requirements

    • Skills

    Budgeting And Financial ManagementData Analytics And MetricsDonation SystemsDonor Authorization And ConversionHospital Partnership DevelopmentProgram Strategy And PlanningRegulatory Compliance (FDA, UNOS, AATB, EBAA)Stakeholder Engagement

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