Clinical Manager, Family Services Organ

Job Description

Job Description

General Job Summary:

Under the general direction of the Sr. Director of Hospital and Family Services, or approved designee, the Clinical Manager, Family Services, Organ leads and guides the Family Services department in fulfilling Infinite Legacy’s mission and goals. This includes oversight of the organ donation authorization process, screening protocols as designated by the Sr. Director of Hospital and Family Services. This position champions the standardization of practices across the Family Services team, fosters a culture of continuous learning, and serves as a resource to engage with external partners, confirming service standards are met and reinforcing alignment with organizational goals.

The Clinical Manager, Family Services serves as the expert in authorization and family communication, documentation, training, resource allocation and call responsibilities. This role ensures the department’s compliance with all regulatory and accrediting agency standards, including but not limited to CMS, UNOS, AOPO, FDA, and AATB, as well as internal Infinite Legacy policies, procedures, and guidelines.

Position requires travel to Infinite Legacy regional offices and hospitals within Infinite Legacy’s donor service area.

Education and Experience:

1. Bachelor’s degree in related disciplines such as biology, business management, nursing, social work, psychology or allied health required. Master’s degree preferred.
2. Minimum of 3 years of relative supervisory experience.
3. Minimum 5 years’ work experience in a professional healthcare environment.

Supervisory Responsibilities:

• In collaboration with the HR and Education teams, ensures the ongoing competence of the staff through a variety of methods including mentorship, participation in the orientation process, ongoing education, case reviews/debriefs, self-paced learning modules, and focused training activities.
• Performs various management duties, including but not limited to, recommending staff for promotional opportunities, paid time off and time sheet approval, expense reports, delivering corrective action plans, participation in the hiring process and administering performance improvement plans and annual evaluations.
• Participates in the strategic planning process and performance metrics development for the department under the direction of the Sr. Director. Monitors progress and completion of goals on a monthly basis in collaboration with interdepartmental leaders.
• Participates in the departmental budget development and implementation.
• Collaborates with internal departments and external donation partners to improve the organ donation program.

Required Skills/Abilities:

• Strong leadership and interpersonal skills with the ability to communicate clearly and compassionately, both verbally and in writing, to guide staff and families through highly emotional decision making.
• High level of judgment and decision-making capacity, particularly in emotionally complex or high-pressure situations.
• Demonstrated commitment to continuous improvement, learning, and application of best practices.
• Maintains current knowledge of industry standards and regulatory guidance by active participation in relevant professional organizations such as NATCO, UNOS, AOPO, and AATB.
• Ability to travel throughout the Donation Service area as required.
• Ability to serve as support onsite at hospitals throughout Donation Service Area as necessitated by case dynamics.
• Ability to work evenings, weekends, and holidays as needed.
• May serve in an Administrator on Call (AOC) capacity and fulfill all associated responsibilities in accordance with organizational expectations and established guidelines.

Duties/Responsibilities:

1. Ensures the Family Services department is adequately staffed and trained to provide appropriate and efficient response to potential donor families, funeral homes, outcome information, and donor family support.
2. Identifies and pursues opportunities to advocate for the authorization of donation and collaborates with hospital partners to strengthen relationships.
3. Displays clear insight around Key Performance Metrics the family services team is responsible for and participates in strategic decisions to improve metrics.
4. In collaboration with HR and Education teams, ensures consistent application of training standards, skill development, and performance reinforcement across all Family Services staff through mentorship, orientation, continuing education, case reviews, debriefings, and self-paced learning.
5. Confirms competency and consistency through process validation, audits, coaching, and targeted development plans.

1. Partners in the strategic planning and implementation of department goals and metrics under the Sr. Director of Hospital and Family Services’ direction, with regular tracking of outcomes and accountability across the team. Schedules regular one on one’s with direct reports, designing development plan with Education department and Senior Director.
2. Provides program oversight for internal and external partners, to include operational metrics and outcomes and service delivery.
3. Participates in regular status calls with external partners and maintains and grows the relationships using efficient management techniques, setting clear expectations and delivery milestones.
4. Provides quality and quantity oversight to external and internal communications for potential and actual donor families including, but not limited to brochures, outcome letters, Infinite Legacy newsletter, anniversary cards and donor family correspondence.
5. Acts as a subject matter expert in family support while articulating and leading continuous improvement changes that are consistently aligned with Infinite Legacy mission.
6. Provides direct oversight to appropriate staff members in the planning and implementation of organizational after care activities including, but not limited to, the Ceremony of Remembrance and the correspondence/outcome letter process.
7. Facilitates donor families’ entrance into bereavement/ aftercare program as appropriate. This includes but is not limited to tracking of communication/ materials from Infinite Legacy, provision of bereavement resources in accordance with family needs, and assists with response to donor family inquiries and requests within established timeframes.
8. Works collaboratively with the Community Outreach department to assist in the planning and execution of events, blogs, social media content, etc. for all Infinite Legacy mission consistent activities and projects.
9. In collaboration with Quality Systems, ensures timely response to standard operating procedure (SOP) modifications and compliance, corrective action, and preventive action (CAPA), and ongoing competencies and quality improvement projects.
10. Facilitates coordination and maintenance of donor family support groups, ceremony of remembrance, and other bereavement services and events.
11. Maintains awareness of local and national issues regarding donor family support and practices and informs appropriate Infinite Legacy staff.
12. In partnership with the appropriate leadership, promotes community and hospital awareness of the donation process with donor family support.
13. Serves as emergency contact for the department, including sick calls and emergencies. During times of decreased staffing/emergency, may be required to fill holes and/or timeframes necessary.
14. In conjunction with the Director of Family Services, participates in departmental fiduciary responsibilities, including but not limited to development of departmental budget, assisting with the money variance report explanations and ordering of donor family communication tools.
15. Collaborates with Manager of Aftercare, ensuring consistency in messaging, logistics, and follow-up activities, and to ensure donor families receive appropriate bereavement resources, follow-up communication, and timely support based on their expressed needs and preferences.
16. Collaborates to coordinate support groups and bereavement events, ensuring alignment with organizational values and family needs.
17. In conjunction with Facilities, or designee, maintains oversight of storage of departmental materials.
18. Other duties assigned.

Join Our Team & Enjoy Great Benefits!

At Infinite Legacy, we care about our employees' well-being, both at work and in life. That's why we offer an excellent benefits package designed to support you and your family.

Our Benefits Include:

• Health, Dental & Vision Insurance : Comprehensive coverage for you and your loved ones.
• Paid Time Off : Take the time you need to relax and recharge.
• 401K : Plan for your future with employer contributions.
• Life & Disability Insurance : Peace of mind, no matter what happens.
• Pet Insurance Discounts : Because your furry friends matter too!
• Tuition Reimbursement : We support your growth and development with education assistance.

Join our team today and experience a workplace that truly values you!