Primary Family Coordinator

Come join our team and become part of what the Boston Globe has recognized as one of the Top 100 Women-Led Businesses in Massachusetts 2018 - 2025! 

Saving lives through organ and tissue donation is the mission uniting our employees and drives the work we do. 

New England Donor Services (NEDS) coordinates organ and tissue donation in Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, the eastern counties of Vermont and Bermuda. Responsible for one of the largest of the 55 Organ Procurement Organizations (OPOs) that make up the nation’s donation system, NEDS works with over 200 hospitals and serves nearly 15 million people in our region, screening nearly 55,000 potential donor referrals annually. With approximately $150M in operating revenues, NEDS employs 387 clinical and non-clinical staff members throughout New England and across the country.

Our vision is to be a leader in the development and implementation of strategies to increase the life-saving and life-enhancing gifts of organ and tissue donation through effective relationships with our clinical partners, donor families and the communities we serve.

The Primary Family Coordinator (PFC) works under the direction of Sr. Director, Family Services. PFC manages referral and case activity to ensure phone follow-up and or response on-site to hospitals occur in a manner that meets NEDS’ mission, vision, and values while best serving Donor Families. The PFC participates in a remote work capacity and schedule that provides oversight of new and current referrals as well as the allocation of Family Services staff during call shifts.

Only candidates with OPO Family Coordinator experience will be considered at this time.

OCUS AREAS/ESSENTIAL JOB FUNCTIONS

• Receives new referrals from Referral Resource Coordinator (RRC); rechecks donor registry, tissue eligibility, and when appropriate contacts hospital to obtain referral specifics and family dynamics to assist with donation discussion.
• Uses resources to determine the best phone and/or on-site response, dispatches appropriate staff accordingly.
• Collaborates with RRC Lead to communicate and determine FSC / FRC dispatching needs.
• Documents all follow-up into NEDS electronic medical record.
• Monitors referral and case activity overnight
• Participates in required meetings and training.
• Performs other duties as deemed necessary by Senior Director and/or Manager of Family Services.

Ability to work remote 12-hour on-call shifts. Approximately 16 shifts per month with rotating shifts between days and nights from 6:00am-6:00pm and 6:00pm-6:00am. 

KNOWLEDGE, SKILLS & ABILITIES

• Computer & Application Literacy: Proficiency in Microsoft Office products (e.g., Word, Excel, PowerPoint) and Microsoft Outlook required. Experience with electronic medical records (e.g., Cerner, Epic, Meditech) preferred.
• Interpersonal and Communication Skills:  strong interpersonal, written and verbal communication skills.  Ability to critically think, problem solve, and work productively both independently and as a team participant with both NEDS staff members and hospital partners. Skilled in active listening and proven ability to handle sensitive and confidential information.
• Organization: Is able to successfully prioritize when faced with demands, requests and deadlines.  Effectively handles competing priorities. Is able to distinguish between the crucial and trivial.  Sees the big picture.  Keeps situations in proper perspective.
• Confidentiality: Ability to handle highly confidential information in a professional manner.  High level of judgment and discretion.

EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred with experience and/or a combination of knowledge, education, training, and/or equivalent background as an OPO Family Services and/ or Hospital Development Coordinator.
• Proven competence as determined by Sr. Director, Family Services and/or current supervisor.
• OPO experience required, experience speaking with families strongly preferred.
• Will be expected to travel to Waltham, MA not more than twice per year.

CERTIFICATES, LICENSES, REGISTRATIONS

• None required.

Candidates will be expected to travel to Waltham, MA for New Hire Orientation for a week.

Salary range for this role is based on previous Family Coordinator experience at an OPO. 

What You’ll Be a Part Of

You will be part of a team that supports the NEDS mission, to Save and Heal Lives, through the gift of Organ and Tissue Donation.  As an NEDS employee, our benefits include:

• Generous paid time-off program
• Health, Dental, Vision, and Mental Health insurance coverage
• 2x Annual Salary Life Insurance
• Fertility Benefits
• Flex Spending Account Options
• 403(b) Retirement Plan with Organizational Contributions
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Pet Insurance
• Working Advantage discounts Program.
• Personal career and skill development opportunities

You can also participate in Corporate sponsored events like the annual Blue & Green Walk, Community Volunteering opportunities, Organization-wide team-building outings, and more!

HIRING ALERT: NEDS continues to take precautions to protect our community, staff and partners from COVID-19. In order to be employed at NEDS, you must be vaccinated and boosted for COVID-19.

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 and Dental Insurance, Healthcare Reimbursement Account, 2x Annual Salary Life Insurance, Pet Insurance, Flexible Spending Account (FSA), Short-Term and Long-Term Disability Coverage, 403(b) Retirement Contribution, Tuition Reimbursement, Employee Assistance Program and Discounts through Working Advantage.

New England Donor Services is an equal opportunity employer and welcomes candidates from all backgrounds to apply to meet the needs of the communities we serve.

Hear from some of our employees at www.neds.org/careers