Tissue Operations Manager
- Waltham, MA
New England Donor Services (NEDS) is seeking experienced, dedicated and enthusiastic people to join our team and become part of what the Boston Globe has recognized as a Top Place to Work in 2014, 2015, & 2016.
Saving lives through organ and tissue donation is the mission uniting our employees and drives the work we do.
Assumes day to day management responsibility of the tissue operations department, and supervises and manages the performance of the Tissue Screening Specialists (TSS) and Family Approach Specialists (FAS). The manager provides mentorship regarding working with newly bereaved families and providing them with the opportunity for tissue donation and maintains effective collaborative relationships with our transplant and tissue banking partners. The manager is responsible for developing service standards, performance measures and for providing monthly outcome reports.
KNOWLEDGE, SKILLS AND ABILITIES
Ability to foster a collaborative team environment and model NEDS Standards of Behavior.
Skilled in customer service, coordinated customer support/case management, escalation and problem resolution.
Ability to consistently work empathically and compassionately with donor families and deal with complex and emotionally charged issues.
Superior communication and writing skills and ability to prepare and deliver presentations to both internal and external audiences.
Knowledge of relevant medical terminology and pathology, ability to translate complex medical information into easily understandable language for families and staff to understand.
Ability to identify opportunities for improvement in departmental and /or job related processes and procedures.
Ability to multi-task and manage priorities/demands and work independently.
Skilled in active listening and proven ability to handle sensitive and confidential information.
Mastery utilizing Crucial Conversations across Operations and organizationally
EDUCATION AND EXPERIENCE
Bachelor’s degree preferred or equivalent experience.
Minimum of 3 years’ experience as a TFAS/TSS or equivalent role within an OPO/tissue bank or related field or 1 year of experience as a Tissue Team Leader or another equivalent role within an OPO/tissue bank or related field.
Demonstrated mastery of all TFAS/TSS level III skills and ability criteria.
CERTIFICATES, LICENSES, REGISTRATIONS: Certified Tissue Banking Specialist (CTBS) certification required.
When you join New England Donor Services you can expect competitive salaries and a great benefit package. Benefits include a generous Paid Time-off program, BCBS Health Insurance, BCBS Dental Insurance, 2x Annual Salary Life Insurance, Pet Insurance, Flexible Spending Account, Short-term Disability Coverage, Long-term Disability Coverage, 403b Retirement Contribution, Tuition Reimbursement, Employee Assistance Program and Discounts through Working Advantage.
New England Donor Services is an equal opportunity employer and encourages diverse candidates to apply to meet the needs of the multicultural and multilingual communities we serve.