Tissue Family Advocate

Job Description

Job Description

Description:

Job Title: Tissue Family Advocate I (TFA I)

Department: CSC

Reports to: Communications Center Manager

LOCATION: Onsite Covington or Lafayette, LA, Or REMOTE

This Position is available for remote work. Candidates MUST reside in the following states: Louisiana, Texas, Oklahoma, Florida. 

Position Summary

The Tissue Family Advocate I (TFA I) supports families at the time of a loved one's death by providing compassionate education about tissue donation and advocating for the opportunity to donate. This role conducts timely donation conversations with professionalism, empathy, and respect for each family's circumstances, values, and beliefs. The TFA I is expected to meet or exceed LOPA's tissue approach goals while supporting the organization's mission, vision, and core values.

Essential Functions

• Primarily responsible for working empathetically and professionally with grieving families to communicate donation opportunities. 
• Initiates timely donation conversation with Authorized Person (AP) telephonically in collaboration with external partners, provides information related to family dynamics, identifies support systems and confirms notification of death prior to the donation conversation.
• Educate the potential donor’s AP about donation options and the legacy of the decision. Responsible for educating the potential donor’s AP about the opportunity for donation and requesting authorization.
• Responsible for advocating and guiding families through the tissue donation conversation around FPA decisions made by the patient.
• Completes the authorization process with the authorizing person and educates about the specifics relevant to the authorization in order for the family to make an informed decision.
• Provides resources such as traumatic loss support resources and funeral home information to the families.
• Maintains accurate knowledge of the tissue recovery process and educate families on the potential usage of the gifts.
• Completes authorization or notification form(s) and conducts a Donor Risk Assessment with appropriate identified individual(s).
• Interview with appropriate identified individual(s) over a recorded line.
• Maintains proficiency in completing documentation related to authorization, notification and DRAI telephonically recorded.
• Effectively communicates pertinent and time sensitive referral or case information to TAOC or CSC Team Lead.
• Performs post recovery calls to families.
• Performs intake tissue and/or eye referrals from hospitals and assists in clinical and social screening of referrals by using processor criteria to determine potential suitability for tissue and eye donation, which may require critical thinking skills.
• Reviews medical records, and documents all required information related to the referral.
• Access the donor registry and print registry form when applicable.
• Ensures accurate, detailed and timely electronic documentation of referral information.
• Updates relevant internal and external stakeholders on the status of active referrals.

Job Role Expectations

• Provide back-up support for OCC, CSC I, education and administration, as needed.
• Maintains competency annually.
• Obtains and maintains EMR credentials as part of the referral screening process and assists in the review of the EMR, if available.
• Ensures timely and accurate QA of assigned referrals.
• Adheres to all current LOPA and AATB policies relevant to the donation process.
• Effectively communicates with internal and external stakeholders while maintaining diplomacy at all times.
• Handles death and grieving families in a caring and professional manner.
• Assists in monitoring calls coming into the CSC, voicemails and referral activity in real time.
• Able to multitask, perform in a high call volume environment and work in a dynamic team setting.
• Demonstrates problem solving skills, effective use of resources, collaboration with other health professionals and professional standards.
• Regularly attends and participates in department meetings, educational opportunities, and other relevant meetings or trainings.
• Demonstrates support for our mission through annual participation in a LOPA sponsored event.

Organizational Expectations

• Upholds LOPA core values of selfless, authentic and passionate.
• Use constructive and positive communication.
• Be a team player.
• Hold yourself and others accountable.
• Keep a positive attitude.
• Be respectful of others.
• Timely completion of all required educational training, tasks and SOP reviews by assigned due date.

Supervisory or Advanced Responsibilities

Participates in special projects as assigned by management or department educator.

Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to stand or sit.
• Specific vision abilities required by the job include close vision, distance vision, color vision,
• peripheral vision, depth perception and the ability to focus.
• Position may require off-shift work, alone in role, and remote oversight of our staff.
• A moderate to heavy workload may produce stressful situations in a fast-paced decision making environment.
• Small chance of exposure to communicable diseases, hazardous materials, pharmacological agents with little likelihood of harm if established health precautions are followed.
• Possible mental and visual fatigue associated with detailed work in front of a computer for long periods of time.
• Requires travel as needed.
• Possible exposure to Bloodborne Pathogens and airborne illness. While in an office setting, may have exposure to blood, packaged organs and tissues for transplant and/or research.
• This position is designated as a remote position. The staff members must have adequate space designated for work tasks allowing for an environment conducive to uninterrupted phone or video conversations.

Physical Demands

• 90% of time spent sitting, with opportunities for standing work and breaks.

Work Hours

Full time. 12-hour shift schedule, including weekends and holidays. Work requirements to work

3 - shifts per week.

Education and Experience

• Bachelor’s degree (B.A) preferred. Requires a minimum of an Associate’s degree in a health-related field, nursing, paramedic or EMT certification or the equivalent combination of experience and education in a healthcare setting.
• Requires experience working with families in crisis, strong organizational skills, excellent interpersonal and communication skills, and the flexibility to work odd hours.
• Preferred experience in an acute healthcare setting , hospice, bereavement counseling center, crisis intervention, etc. where there was active involvement in issues involving death, dying, grief and loss.
• Bilingual preference is not required.

Knowledge, Skills & Abilities

• Knowledge of structures, systems and services of LOPA.
• Knowledge of medical terminology.
• Ability to type at least 35-40 wpm.
• Sound computer knowledge and application.
• Ability to deliver effective and professional verbal and written communication.
• Ability to apply common sense understanding and to solve problems.
• Ability to perform and lead well under stressful situations.