Communications Coordinator 1 (Call Center, 8AM - 8PM)

We Are LifeLink…

Our Vision is to maximize the gift of life while giving hope to donor families and transplant

patients. Our Mission is to honor donors and save lives through organ and tissue donation.

Our Values are: Compassion. Excellence. Legacy. People. Quality.

 Why choose LifeLink?   We offer the following:

• Amazing culture since 1982
• Company paid Medical, Dental, Disability & Life Insurance
• Generous company paid Pension Plan for your Retirement
• Paid Vacation, Sick Days & Holidays
• Encouraging career track
• Fitness Membership Reimbursement
  …much more!

Join our team of dedicated professionals who are committed to saving lives.

Summary:

This is an entry level position into the Communications Services Department.  This position is responsible for all incoming calls to LifeLink Foundation during business and non-business hours. In addition, this position is responsible for the screening and routing of all donor referral calls for the LifeLink of Florida, LifeLink of Georgia, and LifeLink of Puerto Rico service areas, and outside partners.

Responsibilities:

1. Answers incoming Communications Services’ phone lines.
2. Obtains information for death notification referrals/messages and delivers the information to the appropriate staff member according to call schedules.
3. Performs initial evaluation of all referral calls to determine if the patient is suitable for potential organ, tissue, and/or eye donation.
4. Routes donor referral calls to appropriate coordinators for LifeLink OPOs, LifeLink Tissue Bank and external tissue banks and the eye banks.
5. Monitors referral assignments, cases notes and messages to ensure timely delivery of information to coordinators, tissue banks and eye banks.
6. Proficient use of iTransplant - Maintains potential donor referral information via data entry by following established iTransplant procedures and CSD Referral Protocol.
7. Processes organ offers from other organ procurement organizations, utilizing iTransplant.
8. Communicates with Lions Eye Institute for Transplant and Research, and the Georgia Eye Bank on 30-minute intervals for referral confirmation.
9. Participates in a departmental quality assurance schedule, once fully trained.
10. Completes and maintains Daily Call Schedule forms.
11. Receives tissue culture information (flight information, arrival times, tissues being sent, and processing information) from LLGA, LLPR, and for LifeLink Tissue Bank. Notifies appropriate LLTB Culture Case Coordinator.
12. Receives and maintains call logs for all building and equipment alarm calls for the Foundation (all locations). Follows established protocols regarding appropriate notifications.
13. Provides phone coverage for other departments during meetings, seminars, and out-of-office closures.
14. Communicates and passes on temporary information to fellow Communications Coordinators.
15. Researches donor registries and provides documentation to organ recovery coordinators.
16. Monitors Puerto Rico death notification referrals and provides support and guidance to LLPR’s 3^rd party answering service.
17. Provides data entry of missed referrals for the OPOs.
18. Provides data entry of medical examiner referrals for LifeLink of Puerto Rico Communicates hospital development concerns or feedback to the appropriate divisional department.
19. Maintains and provides weekly gate access codes to LLGA staff.
20. Maintains and logs after-hours specimen drop-off for Immunology Laboratory.

Requirements:

1. Requires a high school diploma or equivalent.
2. Must possess working knowledge of computer, mouse, and windows application.
3. Ability to speak and enunciate clearly with a pleasant phone voice and a positive attitude.
4. Ability to maintain confidentiality - conversation discretion required.
5. Must have specific knowledge of the organization and roles of key contacts to route calls and follow-up messages.
6. Ability to handle numerous incoming calls.
7. Ability to multitask.
8. Must be able to work 12-hour rotating shifts, either 8a-8p or 8p-8a.
9. Must be flexible with schedule – including evenings, nights, weekends, and holidays. Must be able to work additional hours, both scheduled and unscheduled to provide 24/7 coverage as needed.
10. Ability to work independently within prescribed guidelines while exercising good judgment in seeking appropriate guidance as required.
11. Ability to promote and embrace a teamwork environment.
12. Position is in-office but may be worked remotely when scheduled and / or approved by department leadership.
13. Ability to lift up to 15lbs

Working Conditions:

High call volume requires ability to multitask.  Generally pleasant working conditions in a fully supported office environment.  This department operates on a 24-hour, 7-day-week basis.  Special circumstances may require additional hours and / or modified work schedules based on the need for shift coverage.  Routinely works non-business hours due to 24 / 7 environment.  Potential participation in departmental Relocation Team to set-up communications remotely from the Norcross office of LifeLink – airline travel required with little notification -travel time and return time will vary due to weather conditions.  When working remotely, must have adequate equipment and connectivity as outlined in Remote Work Protocol.

OSHA Risk Classification:  Low