Family Care Coordinator

Summary:

The Family Care Coordinator roleis responsible forcompassionately supporting potential donor families ensuring they receive clear andaccurateinformation as a dual role collaborates with familieshealthcare professionals external donation partners and the organ procurement teams tofacilitatethe donation process in support ofoptimaloutcomes.

Essential Job Functionsand Responsibilities:

Communication

• Provides compassionate emotionally supportive communication to families experiencing end-of-life situations primarily in the ICU setting. Clearly and respectfully explains the donation process addressesquestionsand concerns and providesbereavementresources while honoring cultural religious and personal values.

• Utilizes active listening skills and responds professionally and empathetically to verbal and nonverbal cues. Adapts communication style to meet the needs of diverse audiences and simplifies complex medical clinical and procedural information asappropriate.

• Maintains ongoing communication with donor families following authorization through case completion including assisting with Honor Walk planning and execution and supporting the transition to comfort care following donation after circulatory death (DCD) in the operating room setting.

• Educates and guides hospital staffregardingthe referral and donation process and serves as a resource for donation-related questions.

• Collaborateseffectively with physicians nurses chaplains social workers and other hospital personnel to coordinate care assess family readiness andfacilitateappropriateand compassionate family interactions.

• Communicates pertinent clinical information donor registry status and other relevant case information accurately andtimelyto internal STA teams andappropriate hospitalpartners.

• Demonstrates dual advocacy by balancing the needs and wishes of donor families and hospital partners with STAs mission of organ and tissue donation.

Time Management

• Participates in a rotating shift and on-call schedule with other Family Services team members andmaintainsflexibility to support organizational and case needs.

• Responds promptly to donor referrals both on-site and via telephone or electronic communication and prioritizes responsibilities based on case urgency and operational needs.

• Maintains availability to work in person at the STA office partner hospitals or remotely through telephone or electronic communication as necessary to fulfill the responsibilities of the role.

• Effectively manages multiple case responsibilities family interactions hospital partner needs andrequireddocumentation whilemaintainingtimelyfollow-through.

• Attends and completes all mandatory training sessions andrequiredcompetency activities within establishedtimeframes.

• Upon achieving Independent Practice status serves as a preceptor and mentor fornew staffwhile effectively balancing training responsibilities with assigned workload.

Attention to Detail

• Collects reviews and accurately relays pertinent clinical information from healthcare providers to support the evaluation and ongoing monitoring of donation candidacy.

• Maintains completeaccurate andtimelydocumentation of family communicationsauthorizationdiscussions clinical information and other case-related interactionsin accordance withSTA policies procedures and applicable regulatory requirements.

• Accurately communicates donor registry status and essential clinical information to internal STA teams and hospital partners.

• Ensuresauthorizationdiscussions family support activities and case documentation are completedin accordance withestablished STA procedures and regulatory standards.

• Consistently follows approved approaches protocols and best practices when conducting donation conversations and supporting donor families.

• Maintains awareness of case-specific details and changes throughout the donation process to ensureaccuratecommunication and continuity of care.

Problem-Solving

• Assesses family readiness and individual circumstances todeterminethe mostappropriate approach timing and communication strategy for donation discussions.

• Identifiesand responds appropriately to family questions concerns emotional needs cultural considerations and barriers that may arise throughout the donation process.

• Partners with hospital personnel and internal STA teams to address case-related challenges and developappropriate solutionswhilemaintainingcompassionate care and organizational standards.

• Uses sound judgment when responding to changing clinical circumstances family dynamics hospital needs and other complex situations associated with the donation process.

• Demonstrates adaptability in high-pressure and emotionally sensitive environments and appropriately escalates concerns or complex issues whenadditionalsupport is needed.

• Achieves andmaintainsan authorization rate that meets or exceeds STA-established benchmarks by applying approved approaches sound judgment effective communication strategies and Family Services DevelopmentSpecialistbest practices.

• Performs otherjob-relatedduties as assignedthat are consistent with the purpose of the role.

Education Experience and Licensing Requirements:

• Bachelors degree in biological or social sciences psychology counseling marketing education ora relatedfield preferred. An equivalent combination of relevant education training and professional experience may be considered. Masters degree preferred.

• Experience working with individuals or families in crisis situations preferred including experience with advocacy bereavement support grief processing end-of-life discussions trauma-informed care and de-escalation techniques.

• Sales persuasive communication or relationship-based experience preferred particularly in roles requiring individuals to navigate sensitive or complex discussions build trust address concerns and influence decision-making. Experience involving authorization consent or other high-stakes conversations is highly valued.

• Spanish-speakingproficiencyis preferred but notrequired. Employees who are proficient in Spanish may be eligible toparticipatein STAs Bilingual Certification Programin accordance withprogram requirements.

• Experienceutilizinghospital Electronic Medical Record (EMR) systems preferred.

• Current Drivers License isrequiredandmaintainedwithan acceptable driving record as defined by STA policy.

Compliance:

• This position is classified as OSHA Bloodborne Pathogens Exposure Category 1 as the role involvesreasonably anticipatedoccupational exposure to blood or other potentially infectious materials (OPIM) in the performance of assigned job duties.

• Employees will receive mandatory training on bloodborne pathogens safe work practices and proper PPE mustcomply withallapplicable federal state and local laws accreditation requirements and organizational policies.

• This role requirescompliance with HIPAA and all confidentiality standards related to patient donor employee and organizational must safeguard all confidential information anddiscloseit only aspermittedby law and organizational policy.

Other:

Southwest Transplant Alliancemaintainsa policy of nondiscriminationwithemployees and applicants for employment.No aspect of employment will be influenced in any manner by race color religion sex age national origin physical or mental disability genetics sexual orientation gender identity gender expression or any other basis prohibited by statute.In addition to federal law requirements STAcomplies withapplicable state and local laws governing nondiscrimination in employment in every location in which the STA has staff.

Disclaimer:

This job description is intended to describe the general nature and level of work is not an exhaustive list of responsibilities duties or skillsrequired. Job duties may change at any time with or without in this description constitutes a contract of employment and employmentremainsat-will.

Required Experience:

IC