Facilitator Solid Organ Transplant Full Time Days

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Facilitator, Organ Transplant reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

This position, under the direction of the manager, coordinates and monitors all processes within the NM Abdominal Organ Transplant Program while acting as a member of a NM Abdominal Organ Transplant team that provides for the Best Patient Experience as well as Exceptional Financial Performance. The position requires strong communication skills and conflict resolution abilities, strong organizational skills, the ability to prioritize effectively and efficiently, the ability to multi-task and work well under pressure, and superior proactive problem solving abilities. The position is responsible for ensuring access, and a timely and patient-centered evaluation process for potential living donors and/or recipients.

Responsibilities:

• Provides leadership in "Patients First" standards through modeling behaviors and coaching others on how to meet and exceed customers' expectations.
• Works with clinical and administrative leadership to establish process and outcome living donor/recipient metrics.
• Ensures patient access by telephone by ensuring calls are answered and directed to the appropriate team members
• Monitor other patient access portals such as Breeze, etc. and communicate as appropriate with potential donors
• Monitor living donor candidates/recipients and/or deceased donor recipients at each phase of the evaluation process. Work with team members and leadership to resolve bottlenecks in the process.
• Communicates status and outstanding testing to donors/recipients in the evaluation process
• Evaluates procedures and implements improvements to enhance operational efficiency in the living donor process and/or deceased donor process.
• Implements changes in processes or operations to support immediate service needs, goals and objectives.
• Works directly collaboratively with the Lead Transplant Nurse Coordinators and Manager, Clinical Care
• Provides professional and constructive environment to facilitate and coordinate communication across units/departments and resolves operational issues.  May attend and/or coordinate intra/interdepartmental meetings.

Quality Management Responsibilities:

• Participates in performance management
• Monitor compliance to protocol and appropriate regulations.  Works with team members, leadership, and quality to resolve non-compliance.
• Report process and outcome metrics to leadership as directed.
• Assesses potential opportunities for improvement in processes
• Takes a leadership role in developing, overseeing and participating in living donor and/or deceased donor process improvement activities.
• Provides ideas and suggestions for process improvements within the department
• Communicates customer satisfaction issues to appropriate individuals
• Serves as a role model for others in terms of quality of work and self-improvement.

Additional Functions:                                                                     

• Identifies, analyzes and communicates key issues/trends and reports findings and recommendations to management.
• Resolves complex or critical situations involving patients, staff and customers: consults with manager for guidance, as needed (e.g. complaints, discipline, etc...)

AA/EOE

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Required:

• Bachelor's degree or, in lieu of degree, equivalent level of Transplant specific experience (i.e. supporting a Transplant program).
• Minimum 3 years of experience in administrative support, process improvement and/or project management - preferably in healthcare.
• Strong leadership, organization, planning and time management skills
• Strong personal computer skills
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Demonstrated problem solving and critical thinking skills

Preferred:

• Bachelor degree in healthcare, business &/or administration
• Proficiency in EPIC, including scheduling and reporting workbench, and EPIC Phoenix

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.