Head of Services - Support and Managed

Manager of Donor Services Approach

We are seeking a Donor Services Approach Manager to lead the team responsible for tissue authorization and donor family engagement. This leader plays a critical role in supporting and developing Donor Services Approach Coordinators (DSACs), ensuring families receive exceptional care while helping HonorBridge maximize donation opportunities and fulfill our mission.

The Donor Services Approach Manager provides operational and people leadership for the Donor Services Approach team, overseeing authorization performance, staff development, scheduling, quality improvement, and family-centered donation practices.

This role serves as the primary leadership resource for DSACs responding to active tissue referrals and ensures every family interaction reflects HonorBridge's commitment to compassion, service excellence, and mission-driven outcomes. The manager collaborates across departments to strengthen authorization processes, enhance team performance, and support continuous improvement efforts that increase donation opportunities and positively impact families.

Lead and support Donor Services Approach Coordinators in responding to tissue donor referrals and conducting authorization conversations with potential donor families.

Provide coaching, mentoring, and real-time guidance to ensure meaningful, compassionate, and effective family interactions.

Establish and maintain operational standards, workflows, and best practices that promote consistency, quality, and accountability across the Donor Services Approach team.

Participate in the recruitment, selection, onboarding, and performance management of DSAC staff.

Collaborate with Learning & Development to design, implement, and evaluate authorization training programs for new and existing team members.

Support the orientation process for newly hired DSACs by monitoring progress, evaluating competencies, and ensuring successful completion of developmental milestones.

Observe family authorization conversations and provide constructive feedback to support professional development and continuous improvement.

Identify educational needs and facilitate ongoing learning opportunities related to authorization practices, communication skills, and regulatory requirements.

Develop and maintain staffing plans that support effective 24/7 tissue authorization operations.

Create and manage DSAC schedules to ensure adequate coverage and operational readiness.

Analyze authorization performance metrics and operational data to identify trends, opportunities, and improvement initiatives.

Partner with clinical teams, recovery services, referral management teams, and organizational leaders to strengthen collaboration and optimize donation outcomes.

Ensure compliance with organizational policies, procedures, regulatory requirements, and industry best practices.

Participate in administrative and/or clinical call rotation as assigned.

Perform additional duties as assigned in support of HonorBridge's mission and strategic objectives.

We're looking for a leader who combines operational excellence with compassion, someone who can develop people, support families through difficult moments, and create an environment where team members thrive while advancing HonorBridge's mission.

Bachelor's degree required.

• 5+ years of experience in organ donation, tissue donation, healthcare, family services, call center operations, compassionate care or a related field.
• Demonstrated experience coaching, developing, and supporting frontline staff.
• Exceptional interpersonal, communication, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced, 24/7 operational environment.
• Proficiency with Microsoft Office Suite and other business applications.
• Donation is a mission that depends on peoplepeople willing to recognize an opportunity, make a connection, solve a problem, support a family, collaborate with a hospital partner, and keep moving the work forward when every moment matters.

At HonorBridge, you'll lead at the intersection of mission, healthcare operations, and organizational performance. You'll have the opportunity to influence how we identify and advance donation opportunities across our service area, develop the people who make that work possible, and help shape how HonorBridge continues to grow and improve.

If you're energized by complex operations, meaningful leadership, strong partnerships, and the opportunity to use your expertise in service of a mission that saves and heals lives, we'd like to hear from you.

100% Company-Paid Employee Medical Premiums: Health Reimbursement Account (HRA): Helps reduce your medical deductible and out-of-pocket healthcare costs.

• Company-Paid Life Insurance & Long-Term Disability Insurance , plus voluntary Short-Term Disability Insurance.
• Up to 8% Employer Retirement Match after one year of employment.
• Generous Paid Time Off: Vacation and sick leave, 10 paid holidays, and 2 floating holidays.
• $Dental & Vision Insurance