Manager, Workup - remote

Please apply online using a laptop or desktop computer.

POSITION SUMMARY:

This position is responsible for the leadership and direction of the Donor Services Workup staff to ensure the safe and timely processing of selected donors through donor qualification, collection, and recovery.

The Manager, Workup proactively finds new ways to help team members work collaboratively across functions, departments and/or other groups, helping to remove any barriers to service.

They establish appropriate performance expectations to ensure staff understand their role and accountabilities and coach the team accordingly to drive high performance.

This position supports a positive performance-based culture designed to meet NMDP goals.

This includes driving alignment to regulatory compliance and making recommendations to NMDP performance improvement standards, policies, and procedures.

This position also plays an important role in contributing to the Donor Services strategic and operational development in conjunction with department leadership.

This is a remote position (US).

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ACCOUNTABILITIES :

Team and Operational Functions Leadership:


* Hires, trains, supervises, mentors, and evaluates the performance of the workup staff.


* Leads the day-to-day operations related to donor management and manages appropriate workload distribution among assigned staff.


* Delivers goal achievement initiatives for the Workup Specialists including weekly and monthly monitoring of team and individual performance in donor availability, donation timeliness, donor experience, and quality using defined metrics.


* Supports and guides employee learning and development, including coaching staff, providing regular feedback, and delivering performance evaluations.


* Troubleshoots problems with donors and vendor partners, intervening when necessary to facilitate positive results.


* Leads staff in providing customer service to donors and external stakeholders who interact with the donor management team.


* Manages, monitors, and evaluates performance data and reports routinely.


* Identifies opportunities for standardization and delivers efficiencies of work across team and individuals, while delivering change control to support Donor Services business.


* Administers recognition of achieved performance and employee engagement initiatives.


* Develops focused agendas and delivers routine team and individual staff meetings.

Continuous Improvement Standards:


* Creates and promotes a culture of quality assurance and optimum performance.


* Implements Continuous Improvement strategies for customer service to donors, Case Management, Transplant Centers, and other critical stakeholders.


* Advises and supports the Donor Quality, including use of call coaching, file review and Competency Assessments.


* Analyzes, defines, maintains and/or modifies donor processes to ...