Donor Screening Specialist- Healthcare Call Center

Williamsville, NY

Healthcare Customer Service Representatives are encouraged to apply! This position is on-site located at our headquarters in Williamsville, NY.

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation. A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives.

This position will start as a Referral Intake Coordinator, responsible for incoming referral calls from hospitals to screen donors for basic medical information, all while completing necessary documentation. Once proficient in this role (3-6 months), may be promoted to Donor Screening Specialist includes a pay increase.

Job Summary:

Referral Intake: Responsible for all incoming calls to the Donor Referral Center. Collects all pertinent information over the phone for initial donation referral, and simultaneously inputs data into the internal electronic medical record.

Donor Screening Specialist: Responsible for the in-depth screening and evaluation of medical records of deceased donors. Reviews each referral for donor potential and suitability based on medical history. Investigates potential contraindications for donation eligibility both efficiently and in a time-sensitive manner.

Status :

Full Time

Salary and Advancement:

Non-exempt

-$17.50 at hire, $18.25 in 6 months, $19.25 in 1 year

-Additional promotional increase with advancement to Donor Screening Specialist of $1.50/ hr

-$2.00 Shift differential on overnight shift

Schedule :

• 2-week repeating Pitman Schedule, Built-in overtime every other week (36/48)

• 12 hour shifts from 6:30am-6:30pm OR 6:30pm-6:30am

• Enjoy a 3-day weekend, every other week

Education Requirements:

• High school diploma or equivalent required.

• Associate degree or higher in healthcare related field preferred.

Experience Requirements:

• Thorough medical terminology experience and/or medical record review experience required.

• Proficiency working as a Referral Intake Coordinator in the Donor Referral Center required.

• Customer service experience required.

• 1 year working in a healthcare setting preferred.

• Call Center experience preferred.

  Knowledge, Skills, and Abilities:

• Excellent interpersonal skills, written and verbal communication skills (clear, concise, and pleasant phone voice), including communicating with diverse individuals required.

• Must be adaptable and flexible to frequent changes within donor eligibility criteria while handling confidential information.

• Must be proficient in keyboarding, Microsoft Office Suite, data entry, dual monitors, and telephone operations.

• Must be detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.

• Ability to work in a collaborative team environment.

  Essential Job Functions:

• Thoroughly and accurately collects, reviews, and investigates all required and necessary patient information and medical history from electronic medical records and other applicable patient information sources to determine donor suitability. Contact other available sources including Primary Care Providers, Physician Specialists, etc. when needed to obtain additional information to determine donor suitability. Maintains efficiency through this process while monitoring the dashboard in a time-sensitive manner.

• Compare all records to applicable criteria and standards. Determine if a referral needs to be reviewed at a higher level for questionable findings that might affect possible donation.

• Collaborate and discuss cases with the Shift Supervisor to determine donor suitability or configure case logistics. Transmit and screen with the AOC, when necessary.

• Thoroughly prepare case by entering all relevant screening information into the donor electronic medical record system. Once complete, hand off to Family Support Specialist for approach call to potential authorizing person.

• Contact appropriate external parties such as hospital, funeral home, medical examiner and/or coroner to inform them of the release of the donor body, provide routine updates, or obtain additional facts such as autopsy information, morgue time, etc., OR if the potential donor is determined to not be suitable for donation.

• As needed, answer incoming calls and complete medical documentation and data entry clearly and concisely. Obtain all pertinent patient information and medical history necessary from referring hospital during initial call. Coordinate and triage external agency referrals while providing exemplary customer service and ensuring data entry accuracy prior to forwarding the referral to the applicable party. Transfer any non-referral calls to the appropriate recipient within ConnectLife.

• Provides authorization for visitor access to all three ConnectLife buildings 24/7 through electronic identification system.

• Continuously monitors all communication mediums throughout the shift for updates and pertinent job information.

• Contribute referral information or applicable open items for the End of Shift Report (EOS), as needed.

• Report any complaints or errors received to management, as needed.

• Remain informed on current ConnectLife SOP’s and all relevant donor criteria changes on a daily basis.

What We Offer

• Health Insurance

• Employer Sponsored Dental & Vision insurance

• Employer Sponsored Life insurance

• Paid vacation & sick time on an accrual basis beginning on day 1

• 401(k) after one year of service with 3% employer contribution

• Employee Referral Bonuses

• Mileage Reimbursement

• Pet insurance

• And more!