Donor Referral Line Manager (Hybrid-Call Center) OR or WA

Job Description

Job Description

Description:

Make a difference in the lives of others by helping give the gift of sight!

VisionGift (VG) is a nonprofit eye bank that obtains, evaluates and distributes eye tissue donated by caring individuals for use in cornea transplantation, research, and education. Since 1975, our organization has helped over 65,000 individuals receive sight-restoring transplants.

Please visit for more information on our organization.

VisionGift has an exciting opportunity for a Donor Referral Line Manager(DRL). This role champions VG's Mission/Vision/Values, fostering an environment that promotes job satisfaction and commitment, monitoring performance metrics of staff and department, scheduling for a 24/7 communication center, coaching/developing a team of donation professionals including supervisors, and meeting the diverse and complex needs of various business partners. The DRL Manager will also coordinate and implement a training program for new Donation Specialists and be responsible for all education related to process changes and improvements.

Essential functions:

• Oversee people and processes in the DRL to provide a positive working environment for staff and meet the complex needs of VG and its partners in donation/transplantation.
• Provide coaching and development to Donation Specialists and DRL Supervisors including annual performance reviews, regular 1-on-1 meetings, and performance plans to address deficient areas.
• Identify and implement initiatives to improve quality of service that VG provides to its partners in donation/transplantation.
• Monitor metrics related to DRL operations and performance ensuring donation potential is maximized for VG and its partners in donation.
• Evaluate and oversee the DRL training program for new Donation Specialists and to address protocol changes with existing staff.
• Routine monitoring of Donation Specialist competency skills in accurately screening for transplant suitability, approaching potential donor families, completing donor risk assessment interviews, and customer service skills.
• Perform all Donation Specialist duties as expected to act as a Donation Specialist to accommodate high volume or staff shortage.
• Participate in a rotating Advisor on-call schedule.
• This role will work directly with the VP of Donor Services to manage a restructuring initiative that is currently in process.
• This position is a key support to a team that interacts closely with intimate medical details, death, and grief.

Requirements:

• 3-5 years of Management or supervisory experience preferred. Leadership experience is required.
• Experience in a call-center setting is preferred
• Experience in donation/transplantation preferred.
• Proficiency with computer applications such as the Microsoft Office Suite is required.
• A Bachelor’s degree is recommended but not required.

Pay Range $65,000-$88,524

VisionGift offers a generous benefit package including, but not limited to:

• 7 paid holidays, 1 floating holiday and 1 DEI day

• 3 weeks PTO to in the first year which increases to 6 weeks with tenure

• Employer paid employee premiums for Medical, dental, and vision

• 401K with 4% employer match at 6 months

• $20,000 employer-paid life insurance policy

• Employer-paid short-term disability

• Voluntary benefits such as Dependent Care and FSA

• Parking pass or Portland transportation wallet

• Paid leave and more!

NOTICE TO APPLICANTS:

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet 100% of the qualifications listed in the job post. We are more interested in finding the best candidate for the job, and encourage you to apply, even if you do not meet every qualification listed. If you are unsure if you meet the qualifications of this role please email View email address on ziprecruiter.com to discuss your application.

Please read this job description carefully and ask for clarification if you have difficulty understanding the functions of this job.

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