Texas Organ Sharing Alliance (TOSA), founded in 1975, is one of 57 federally-designated Organ Procurement Organizations (OPOs) in the United States. TOSA is committed to a mission of saving lives through the power of organ donation by providing organ donation and recovery services to Central and South Texans wishing to donate, and to those waiting for a life-saving organ transplant. Recognized as a Top Workplace in San Antonio since 2014. TOSA has staff members in Austin, San Antonio, and McAllen.

JOB SUMMARY: The Referral Intake Analyst position supports the mission, goals, and strategic plan of Texas Organ Sharing Alliance through quality assurance of documentation collected in TOSA’s electronic donor management system. The position audits organ, tissue, and eye referrals to assure accuracy and completeness based on regulatory standards and TOSA protocols. This will be done by listening to both recorded and live phone calls, auditing iTX notations, verifying referral transmission to TE partners, and confirming internal processes and procedures were followed in addition to other duties as assigned by management.

WORK SCHEDULE: The Referral Intake Analyst position is a full-time non-exempt position. Normal office hours are 8 a.m. to 5 p.m., Monday through Friday. The employee may occasionally have to work evenings or weekends, as needed.

KEY FUNCTIONS AND DUTIES:

Listen to a specified number of inbound and outbound calls per RTC per month.
Grade inbound phone calls made to the Donation Services Center for accuracy of information given, processes followed, decisions and action taken by the RTC.
Create and maintain scorecard reporting to the supervisor and management team
Collaborate with management team and education to ensure proper training is delivered to the RTCs
Hold regular calibration sessions with management and RTCs to confirm all involved are aligned in the handling of inbound calls
Review work instructions on monthly basis and provide recommendations of improvement based on information gathered while scoring inbound calls
Upon request, makes assessments of the clinical services, operations and develops plans to facilitate the achievement of organizational objectives.
Assists as requested in the research and reporting of clinical and other variances.
Assists or otherwise provides guidance to the Referral Triage Coordinator(s) in the response to referral calls and preliminary screening.
Performs documentation and analysis of data and information in a timely and accurate manner.
Assists with the internal audits performed on the Donation Services Center.
Ensures compliance with all regulatory agencies to include CMS, UNOS, FDA, and AOPO. Compliance includes accreditation, certification, federal, state, local, and specific donation/transplantation laws, and requirements.
In collaboration with TOSA leadership, formulates and implements strategic plans, processes, and policies related to referral intake and triage in adherence with clinical guidelines and UNOS policies.
In partnership with DSC Leadership, continually measures performance, process improvement initiatives, and applies workflow principles to establish efficiencies in call handling and referral process improvement.
Collaborates with the Manager of the Donation Services Center, Manager of Quality, and Clinical Educator to develop educational programs and training based on performance and needs assessments.
Facilitates timely root cause analysis, CAPA and follow up of variances, complaints, and audit findings.
Communicates, develops, and maintains a positive and effective working relationship with organizational leadership, staff, and external client organizations.
May perform other duties as assigned to meet the ongoing needs of the organization.

Qualifications

REQUIREMENTS:

Healthcare professional with minimum one year of OPO experience preferred.
Thorough understanding of RTC role and responsibilities with a demonstrated understanding of the referral intake process
Ability to utilize teamwork, technical, analytical, problem solving, organizational and communications skills.
Must be able to function in environments of high emotional stress, due to the nature of the functions and interactions required.
Working knowledge of MS Office products, iTX, Genesys phone system, hospital EMR platform
Physical requirements also include the ability to lift at least 50lbs.

Texas Organ Sharing Alliance jobs

Referral Intake Analyst