Summary:

The Supervisor, Hospital Services role is responsible for overseeing the day-to-day operations of Hospital and Family Services Coordinators while supporting regional hospital service strategies across the Southwest Transplant Alliance (STA) service area. This role drives performance in hospital development, referral optimization, and donation process improvement through education, relationship management, and data analysis.

The Supervisor ensures alignment with STA’s mission by promoting effective hospital partnerships, leading staff development, monitoring performance metrics, and supporting continuous process improvement to enhance donation outcomes.

Essential Job Functions and Responsibilities:

Communication

• Develop and maintain strong relationships with hospital partners, internal stakeholders, and community representatives
• Communicate effectively with diverse audiences to promote donation processes and resolve escalations
• Facilitate hospital meetings, huddles, and case discussions to improve collaboration and outcomes

Time Management

• Manage competing priorities across hospital coverage, staff oversight, and operational initiatives
• Ensure timely completion of reports, hospital development plans, and performance reviews
• Coordinate schedules, staffing coverage, and regional activities efficiently

Attention to Detail

• Oversee medical record reviews, data collection, and documentation accuracy
• Ensure compliance with referral processes, authorization procedures, and follow-up requirements
• Monitor staff adherence to policies, procedures, and regulatory standards

Problem-Solving

• Analyze hospital performance data and identify opportunities to improve donation processes
• Lead case reviews and implement process improvement strategies
• Address operational challenges, staffing gaps, and hospital-specific barriers

Accountability

• Supervise daily operations of Hospital Services staff and ensure performance expectations are met
• Monitor KPIs, productivity, and quality metrics; implement corrective actions as needed
• Review and approve timekeeping, PTO, and expense reports

Conflict Resolution

• Navigate complex family dynamics and hospital escalations with professionalism and sensitivity
• Support staff in managing difficult conversations and high-stress situations
• Promote a collaborative and solutions-oriented environment

Coaching & Feedback

• Provide ongoing coaching, mentoring, and performance feedback to staff
• Support recruitment, onboarding, and training of new employees
• Partner with leadership on performance evaluations and development planning

Performs other job-related duties as assigned that are consistent with the purpose of the role.

Education, Experience, and Licensing Requirements:

• Bachelor’s degree in business, marketing, life sciences, communications, social work, counseling, ministry, or related field required
• Minimum of two years of leadership experience in healthcare, OPO, physician relations, or related field preferred
• At least one year of hospital experience required; ICU or critical care experience preferred
• Military experience of four or more years may be considered in lieu of degree and experience
• Strong interpersonal, communication, and presentation skills required
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to respond to urgent situations during standard and non-standard hours
• Ability to manage high-stress situations and heavy workloads
• Proficiency in Microsoft Office applications
• Current Driver’s License is required and maintained with an acceptable driving record as defined by STA policy.

Compliance:

• This position is classified as OSHA Bloodborne Pathogens Exposure Category I. Employees in this role routinely perform job duties that may involve direct contact with blood, bodily fluids, or other potentially infectious materials (OPIM). Appropriate use of Personal Protective Equipment (PPE) is required at all times.
• Employees will receive mandatory training on bloodborne pathogens, safe work practices, and proper PPE usage. Employees must comply with all applicable federal, state, and local laws, accreditation requirements, and organizational policies.
• This role requires compliance with HIPAA and all confidentiality standards related to patient, donor, employee, and organizational information. Employees must safeguard all confidential information and disclose it only as permitted by law and organizational policy.

Other:

Southwest Transplant Alliance maintains a policy of nondiscrimination with employees and applicants for employment. No aspect of employment will be influenced in any manner by race, color, religion, sex, age, national origin, physical or mental disability, genetics, sexual orientation, gender identity, gender expression, or any other basis prohibited by statute. In addition to federal law requirements, STA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the STA has staff.

Disclaimer:

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of responsibilities, duties, or skills required. Job duties may change at any time with or without notice. Nothing in this description constitutes a contract of employment, and employment remains at-will.