Gift of Life Marrow Registry
Associate Director of Donor Service
Gift of Life Marrow Registry, Boca Raton, Florida, us, 33481
Bachelor’s Degree in Healthcare Administration, Public Health, Life Sciences or related field (Master’s preferred)
Knowledge of stem cell/marrow donation processes, cellular therapy, or transplant-related fields strongly preferred
5+ years of experience in patient services, healthcare operations, or related field, with at least 2 years in a supervisory role
Summary
The Associate Director of Donor Services reports to the Director or Donor Services and is a key leader within the Donor Services Department. This role ensures that every donor receives an exceptional experience while upholding the highest standards of compliance, safety and quality. The Associate Director will supervise staff, optimize operational workflows, and collaborate cross-functionally to drive innovation and donor satisfaction. Responsibilities
The Associate Director is responsible for overseeing donor stewardship and lifecycle management from initial contact through collection, ensuring that the department provides best in class experience to the registry’s donors and meets the needs of the transplant centers and their patients. Leadership and Oversight: Supervise and mentor Donor Services team members, providing guidance, training and performance feedback. Manage donor case escalations, ensuring sensitive and complex situations are handled with professionalism and empathy Partner with leadership to establish departmental goals, KPIs, and continuous improvement initiatives Donor Experience and Retention: Ensure consistent, compassionate communications with donor through all touchpoints (preliminary match calls, confirmatory typing, work-up, medical evaluation, donation and follow-up) Monitor donor satisfaction, implement best practices, and design engagement strategies to strengthen donor commitment Operations and Compliance: Oversee donor services workflows to ensure timeliness, accuracy and compliance with WMDA, NMDP, FDA, HIPAA and other applicable regulations Maintain documentation, SOPs, and quality assurance systems for donor interactions and medical processes Collaborate with clinical operations, quality, apheresis and collection facilities, and recruitment teams to ensure seamless donor and patient outcomes Strategic Initiatives and Innovation: Contribute to new program development, including digital engagement tools and process automation Identify opportunities to improve efficiency, reduce attrition, and enhance the donor journey Other related duties as assigned by the Director of Donor Services and Medical Director. Skills and Abilities
Leadership Continuous Process Improvement Project Management Customer Service Interpersonal Communication Problem Solving Team Player We are an equal opportunities employer and welcome applications from diverse candidates.
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The Associate Director of Donor Services reports to the Director or Donor Services and is a key leader within the Donor Services Department. This role ensures that every donor receives an exceptional experience while upholding the highest standards of compliance, safety and quality. The Associate Director will supervise staff, optimize operational workflows, and collaborate cross-functionally to drive innovation and donor satisfaction. Responsibilities
The Associate Director is responsible for overseeing donor stewardship and lifecycle management from initial contact through collection, ensuring that the department provides best in class experience to the registry’s donors and meets the needs of the transplant centers and their patients. Leadership and Oversight: Supervise and mentor Donor Services team members, providing guidance, training and performance feedback. Manage donor case escalations, ensuring sensitive and complex situations are handled with professionalism and empathy Partner with leadership to establish departmental goals, KPIs, and continuous improvement initiatives Donor Experience and Retention: Ensure consistent, compassionate communications with donor through all touchpoints (preliminary match calls, confirmatory typing, work-up, medical evaluation, donation and follow-up) Monitor donor satisfaction, implement best practices, and design engagement strategies to strengthen donor commitment Operations and Compliance: Oversee donor services workflows to ensure timeliness, accuracy and compliance with WMDA, NMDP, FDA, HIPAA and other applicable regulations Maintain documentation, SOPs, and quality assurance systems for donor interactions and medical processes Collaborate with clinical operations, quality, apheresis and collection facilities, and recruitment teams to ensure seamless donor and patient outcomes Strategic Initiatives and Innovation: Contribute to new program development, including digital engagement tools and process automation Identify opportunities to improve efficiency, reduce attrition, and enhance the donor journey Other related duties as assigned by the Director of Donor Services and Medical Director. Skills and Abilities
Leadership Continuous Process Improvement Project Management Customer Service Interpersonal Communication Problem Solving Team Player We are an equal opportunities employer and welcome applications from diverse candidates.
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