Customer Service Management

Announcement

Details


Open Date
06/09/2026


Requisition Number
PRN45313B


Job Title
Customer Service Management


Working Title
Eye Bank Call Center Manager


Career Progression Track
M00


Track Level
M3 - Manager


FLSA Code
Administrative


Patient Sensitive Job Code?
Yes


Standard Hours per Week
40


Full Time or Part Time?
Full Time


Shift
Day


Work Schedule Summary

VP Area
U of U Health - Academics


Department
00267 - Ophthalmology-Services


Location
Campus


City
Salt Lake City, UT


Type of Recruitment
External Posting


Pay Rate Range
$46,816 - $93,112


Close Date
08/09/2026


Priority Review Date (Note - Posting may close at any time)

Job Summary


The Eye Bank Call Center Manager is responsible for managing/overseeing all aspects of the Eye Bank Communication Center (EBCC) and the Donor Communications Center (DCC) of the Utah Lions Eye Bank. Additionally, the Eye Bank Communications Manager, under minimal supervision, is responsible for planning, organizing, and directing all aspects pertaining to the EBCC and the DCC including the department's internal and external customer service, staffing and financial management operations.

Learn more about the great benefits of working for University of Utah: benefits.utah.edu

Responsibilities

The Eye Bank Call Center Manager will be responsible for:
• Training and re-assessing all Eye Bank Donor Coordinators on a periodic basis, which includes, but is not limited to obtaining consent for Anatomical Gift Donations and conducting Donor Risk Assessment Interviews with legal next-of-kin, and data entry.
• Training and re-assessing all Donor Screeners on a periodic basis, which includes, but is not limited to initial referral generation of initial referrals, miscellaneous calls, and import offers.
• Developing and maintaining Standard Operating Procedures as related to the communications of the Utah Lions Eye Bank.
• Ensuring staffing and adequate coverage of Communications Center.
• Developing, monitoring, and reporting on Communications Center activities through appropriate and timely reports.
• Interfacing with external communication stakeholders, including, but not limited to DonorConnect.
• Performing duties of an Eye Bank Donor Coordinator and/or Eye Bank Donor Screener, as needed.
• Assisting in AOC call rotation.
• Interacting with the Director of Operations, as well as Executive and Medical Directors concerning medical histories.
• Providing oversight for staffing to ensure adequate coverage of department.
• Conducting and leading monthly team meetings with Communication Center staff to discuss current operations, team performance, and further educate staff on policies and procedures.
• Documenting and distributing meeting minutes to leadership and staff.
• Serving as an active and contributing Administrative Staff member.
• Maintaining excellent customer service relations with referring hospitals, funeral homes, law enforcement agencies, OPO, and OME.
• Assisting in education and training of technical staff.
• Completing annual Bridge/LMS training per University of Utah Health Academics policy.
• Participating and complying with established Quality Assurance policies and assist with routine monitoring upon request.
• Performing other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITY
• Clerical support in medical or health related field.
• Possess general medical knowledge and apply these skills in determination of donor eligibility.
• Strong communication skills and excellent telephone etiquette.
• Ability to prioritize calls and triage donors to maintain efficiency in ocular tissue recovery with minimum supervision.
• Exercise excellent judgment and initiative, keep confidences, be honest and discreet.
• Respects patient confidentiality, honesty, and integrity.
• Maintain an excellent attendance record.
• Interact with all others in a professional and customer-friendly manner.
• Ability to be a supportive team member.
• PC skills including excellent data entry abilities.
• Must be able to take call when adequate coverage cannot be secured.
• Possess knowledge of all ULEB procedures, EBAA Medical Standards, and FDA regulations pertaining to eye banking.
• Know and follow current hospital and Medical Examiner office procedures regarding organ/tissue donation in accordance with current FDA/EBAA/OME/ULEB Policies and Procedures.
• Interact professionally with all persons, both internal and external, in a friendly, customer service-oriented manner.
• Uphold University Health Academics core values by adhering to the PROMISE standards.

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).

Senior Manager, Customer Service Management: Requires a bachelor's (or equivalency) + 8 years or a master's (or equivalency) + 6 years of directly related work experience.

Preferences
• Prefer two years' experience.
• Prefer three years' experience in eye, organ, or tissue banking.
• Certification as an Eye Bank Technician required within one year of hire.
• Designation as Medical Director Designee within one year of hire.
• Bachelor's degree in a related field or equivalency required. Demonstrated human relations and effective communication skills.
• (5) years of management experience leading a call center team is preferred

Type
Benefited Staff


Special Instructions Summary

Additional Information


The University is a participating employer with Utah Retirement Systems ("URS"). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at View phone number on click.appcast.io for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at View phone number on click.appcast.io or View phone number on click.appcast.io or University Human Resource Management at View phone number on click.appcast.io if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at the: University of Utah Non-Discrimination page .

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As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.