Hybrid Manager, Donor Services chez BioTissue

Position Summary

This position is primarily responsible for managing the collection, assignment, review, and completion of incoming birth tissue referrals, donor charts and records necessary to manufacture BioTissue products, or to allocate donor gifts outside the organization through optimization as part of Donor Services. The Manager is responsible for Call Center functions, including receipt, tracking, and monitoring all ESP and Sharing Miracles donor referrals and facilitates donor charts for review and completion through the lifecycle of the donation process in the electronic donor management system. The position has a significant effect on manufacturing operations, quality functions, direct tissue acquisition, donor aftercare and relationships with acquisition partners and donor allocation partners.

Oversees the day-to-day activities of the donor referral and screening process to ensure appropriate donor eligibility review of consent and Donor Risk Assessment Interviews. Provides for the assignment and management of donor unique identifiers. Maintains direct oversight of Independent Contractor Donor Assessment Coordinators and BioTissue staff performing review and receipt of information necessary for consent, acquisition and preparation of donor charts for final donor eligibility determination. Ensures timely upload of critical documentation submitted by ESP’s and internally as part of the final chart. 

Monitors individual performance of those Contractor Donor Assessment Coordinators, including their documentation accuracy, first pass yield, and turnaround time for completion of donor charts, providing support when needed, while maintaining department goals, metrics, and scorecards. Hires and onboards new Independent Contractor Donor Assessment Coordinators and staff as necessary to facilitate Call Center services. Works closely with the Sr. Manager of Donor Eligibility and Logistics and Medical Directors for donor and tissue suitability guidance based on BioTissue’s exclusionary criteria, AATB and FDA standards, and other regulatory bodies.  Works closely with the Manager of Acquisition Services to ensure streamlined operations and continuous communication regarding donor case status.

Reviews Independent Contractor Donor Assessment Coordinator’s AI requests and communicates those needed to complete donor charts and determine suitability. Updates case statuses and tracks completion of records to ensure efficient turnaround time for records to Donor Eligibility and Quality.  Communicates clearly and effectively with Tissue Partners for understanding of requirements and trains Coordinators to those criteria.  

Facilitates verification of training in conjunction with Quality related to Tissue Procurement, Donor Eligibility and Donor Screening.  Serves as an SME for donor consent and DRAI completion, providing quarterly consent training with all staff performing that function on behalf of BioTissue.

Oversees Donor Aftercare services to include the preparation, tracking and routing of outcome letters and positive serology notification.  Works closely with the Manager of Donor Development and Communication regarding associated marketing materials as well as the Supervisor, Donor Records to identify triggers and milestones.

Works closely with Sharing Miracles Donation Coordinators to monitor and assess completion of required documentation of donor charts for completeness and accuracy. Assigns tasks as necessary and provides feedback to Manager of Acquisition Operations for performance and metrics, including first pass yield.

Essential Duties & Responsibilities 

• Strong skillset in quality chart review, good documentation practices, AATB, and FDA standards are required, as well as excellent interpersonal and communication skills.
• Manages the electronic donor management system for completeness of each individual record with tracking and visibility for competition or routing with task assignment for outstanding items or necessary corrections. 
• Collaborates with Tissue Procurement Management for system enhancements, customizations and serves as a SME for the electronic donor management system and backup administrator as needed.
• Builds and maintains relationships with HIM and facilitates necessary credentialing. Oversees ongoing EMR access and records management for hospitals and birth centers directly contracted with Sharing Miracles. Troubleshoot, problem solve and escalate as needed to ensure chart receipt for the determination of donor eligibility.
• Monitors quality trends for additional information (AI), chart correction turnaround time, and chart submission turnaround time. 
• Identifies non-conformances and communicates errors or issues to Tissue Procurement Management. Provides feedback to Supplier Quality to support investigations.
• Identifies donors appropriate for donor allocation partners (DAP) for review and acceptance.  Provides remote and onsite support and communicates to the Lead, Logistics and Inventory Control position to support donor optimization. 
• Interacts with Medical Directors as needed to support donor referrals, donor screening and operations. 
• Manages the chart review process to maintain timely completion of all required fields and accuracy and completion of all required chart components, and adherence to BioTissue, AATB and FDA exclusionary criteria.
• Collaborates with the Manager of Donor Eligibility and Logistics for any changes and updates to the BioTissue exclusionary criteria under the Medical Advisory Committee, or changes of standards set forth by applicable regulatory bodies. Meets deadlines to update procedures in the company QMS and support staff training to maintain compliance.
• Collaborates with the Manager of Donor Eligibility and Logistics and Lead, Logistics and Inventory Control to communicate quarterly performance metrics to acquisition partners. Compiles performance data for internal procurement through Sharing Miracles for referrals, deferral rate, documentation error trends, chart submission turnaround time and corrections to ensure efficiencies in operations and identify areas of needed improvement.
• Monitors laboratory results and requests corrections when needed from the laboratory.  Responds to laboratory SSR’s to ensure sample suitability and timely processing of samples. Supports and communicates to Tissue Procurement Management regarding non-conformances and errors resulting in non-payment for lab services.
• Collaborates with the Lead, Logistics and Inventory Control position to provide details surrounding donor rejections for reimbursement as appropriate.
• Provides the review and approval of Independent Contractor invoices supporting Donor Services. Serves as back up to the Lead, Logistics and Inventory Control for the review and approval of other departmental invoices.
• Operates with the highest level of integrity and ethical performance. 
• The incumbent is expected to be present at BioTissue locations, where needed.
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• May require domestic travel up to 25% of the time.

Skills & Abilities

• Time Management
• Knowledge of good documentation practices (GDP)
• Interpersonal Communication
• Teamwork
• Strong Training Capabilities
• Adaptability
• Communication Skills
• Conflict Resolution
• Problem Solving
• Active Listening
• Detail oriented
• Organization
• Analytical Skills
• Emotional Intelligence
• Strong Work Ethic

Position Expertise/Qualifications 

• Requires 5-8 years of related Tissue Banking experience
• Bachelor’s Degree Preferred
• Current CTBS Certification

Physical Requirements

• Sedentary work that generally requires sitting and/or standing
• The incumbent is expected to be present at BioTissue locations, where needed.