Family Support Specialist- Healthcare Call Center

Williamsville, NY

Healthcare Customer Service Representatives are encouraged to apply! This position is on-site located at our headquarters in Williamsville, NY.

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation. A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives.

This position will start as a Referral Intake Coordinator, responsible for incoming referral calls from hospitals to screen donors for basic medical information, all while completing necessary documentation. Once proficient in this role (3-6 months), may be promoted to Family Support Specialist which includes pay increase.

Job Summary:

Referral Intake: Responsible for all incoming calls to the Donor Referral Center. Collects all pertinent information over the phone for initial donation referral, and simultaneously inputs data into the internal electronic medical record.

Family Support: Responsible for approaching families for donation, providing basic support and education. Accurately completes the authorization & Donor Risk Assessment Interview necessary for donation.

Status :

Full Time

Salary and Advancement:

Non-exempt

$17.50 at hire, $18.25 in 6 months, $19.25 in 1 year

Additional promotional increase with advancement to Family Support Specialist of $2.50/ hr

$2.00 Shift differential on overnight shift

Schedule :

• 2-week repeating Pitman Schedule, Built-in overtime every other week (36/48)

• 12 hour shifts from 6:30am-6:30pm OR 6:30pm-6:30am

• Enjoy a 3-day weekend, every other week

  Education Requirements:

• High school diploma or equivalent required.

• Associate degree or higher in healthcare or human services related field preferred.

  Experience Requirements:

• Customer service experience required.

• Medical terminology and/or medical record review experience required.

• 1 year working in a counseling or support role handling crises, bereavement, or sensitive conversations preferred.

• Call center experience preferred.

  Knowledge, Skills, and Abilities:

• Excellent interpersonal skills, written and verbal communication skills (clear, concise, and pleasant phone voice), including communicating with diverse individuals required.

• Must be adaptable and flexible to frequent changes within donor eligibility criteria while handling confidential information.

• Must be proficient in keyboarding, Microsoft Office Suite, data entry, dual monitors, and telephone operations.

• Must be detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.

• Ability to work in a collaborative team environment.

  Essential Job Functions:

• Upon receiving a referral, evaluate and confirm donor information is complete and accurate. Thoroughly review information regarding the patient, circumstance surround death, and any applicable family information. Verify any information necessary before approach call is placed to potential authorizing party.

• Contact potential authorizing person and approach for donation of eyes and/or tissues while maintaining sensitivity, empathy, and privacy.

• Review options and pertinent recovery details with potential authorizing person by discussing donation possibilities and providing education on the donation process.

• Thoroughly and accurately document the legal authorization, Donor Risk Assessment interview (DRAI) and applicable Addendums in a timely manner while respecting authorizing person’s time. Communicate clearly and professionally so as the authorizing person can understand the questions that are being asked. Remain engaged with the authorizing person and provide necessary support for the family.

• Obtain clarification on the donor medical history from the authorizing person/family if necessary.

• Coordinate/facilitate communication with hospital staff, Funeral Directors, Coroners and/or Medical Examiners. Arrange for transport and coordinate recovery with both internal and external entities, when needed.

• As needed, answer incoming calls and complete medical documentation and data entry clearly and concisely. Obtain all pertinent patient information and medical history necessary from referring hospital during initial call. Coordinate and triage external agency referrals while providing exemplary customer service, ensuring data entry accuracy prior to forwarding the referral to the applicable party. Transfer any non-referral calls to the appropriate recipient within ConnectLife.

• Provides authorization for visitor access to all three ConnectLife buildings 24/7 through electronic identification system.

• Continuously monitors all communication mediums throughout the shift for updates and pertinent job information.

• Contribute referral information or applicable open items for the End of Shift Report (EOS) on a daily basis.

• Report any complaints or errors received to management, as needed.

• Remain informed on current ConnectLife SOP’s and all relevant donor criteria changes on a daily basis.

What We Offer

• Health Insurance

• Employer Sponsored Dental & Vision insurance

• Employer Sponsored Life insurance

• Paid vacation & sick time on an accrual basis beginning on day 1

• 401(k) after one year of service with 3% employer contribution

• Employee Referral Bonuses

• Mileage Reimbursement

• Pet insurance

• And more!