The Hospital Services Specialist is tasked with implementing strategies to enhance performance outcomes in organ and tissue donation within LiveOnNY's service area. The Hospital Services Specialist fosters a culture of collaboration and cooperation among departments to optimize donation outcomes. The Hospital Services Specialist maintains vital relationships with both internal and external stakeholders to drive practice improvements.

The Hospital Services Department serves as LiveOnNY’s primary liaison with hospitals and transplant centers throughout its Donation Service Area (DSA), which includes the five boroughs of New York City and the counties of Dutchess, Nassau, Orange, Putnam, Rockland, Suffolk, and Westchester. The Department partners with Hospital Leadership to strengthen donation programs, ensure adherence to CMS Conditions for Coverage, applicable federal and state regulations, and organizational policies, promote timely identification and referral of potential organ and tissue donors, reduce process deviations, provide education, and advance the organization’s mission of saving and improving lives through organ and tissue donation.

Hospital Services provides operational support across LiveOnNY by collaborating closely with Case Development, Family Engagement, Tissue Services, Recovery Services, and other departments to facilitate the donation process. Responsibilities include coordinating with hospital healthcare teams, expediting diagnostic testing and imaging, supporting timely clinical decision-making, resolving operational barriers, and escalating issues as appropriate to optimize donor management and maximize donation opportunities.

The Hospital Services Specialist collaborates with executive leadership and hospital stakeholders to promote a culture of organ and tissue donation through education, quality improvement, competency development, and operational excellence.

The Hospital Services Specialist is expected to adhere to all organizational policies and applicable regulatory obligations, stewardship of resources, confidentiality, and ethical conduct, and to devote all professional time to the performance of the responsibilities of this job description.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Works to decrease process barriers to donation and foster a collaborative relationship with hospital partners.

Supports real-time case management, escalates issues appropriately (both internally and externally) to resolve any barriers to donation. Demonstrates timely and accurate documentation in LiveOnNY’s Electronic Medical Record (EMR).

Performs quantitative and qualitative analysis of assigned hospitals to maximize donor potential and identify hospital protocols that support best practices for donation.

Conducts educational needs assessment for assigned hospitals and develops and implements educational plan. Delivers professional education and lectures, functions as a spokesperson for the advancement of organ and tissue donation. Develops and conducts accredited educational programs for healthcare professionals.

Establishes multi-disciplinary councils within assigned hospitals, using peer level influence in order to forge a consensus about standards of practice for the entire donation process. Conducts one on one meetings with physicians and hospital leaders and disseminates information to critical care physicians and nursing staff to increase organ and tissue donation.

Identify and engage decision-making individuals (medical staff, ancillary departments, referring physicians and nurses, etc.) to support the donation process. Advocates for the donation cause and instills confidence in LiveOnNY’s services.

Investigates and responds to service-related issues in assigned hospitals. Utilizes problem-solving skills to coordinate follow-up plans to process deviations and complaints (variances and occurrences). Performs service recovery in a timely manner consisting of after-action reviews, identifying and resolving inconsistencies to the agreed-upon donation process.

Makes recommendations to hospital policies and procedures to ensure compliance with state and federal statutes and ultimately increase referral and donation outcomes. Maintains current policies and pertinent information in hospital profiles (including units, services offered, locations, leadership and direct phone numbers).

Maintains regulatory compliance with proper documentation of hospital services activities (interactions) in proper Client Resource Management system (Salesforce) as well as a record of key hospital activity and information (Hospital Books). Maintains strict confidentiality.

All employees, at every level, are empowered and expected to be committed to participate in continuous process improvement.

COMPLIANCE COMMITMENT

All services performed in this role must be conducted in strict compliance with applicable federal and state laws, regulations, and oversight requirements, including but not limited to Centers for Medicare & Medicaid Services (CMS) Conditions for Coverage (42 CFR Section 486 Subpart G), Food & Drug Administration (FDA) regulations, Organ Procurement and Transplantation Network (OPTN) Policies, the New York State Anatomical Gift Act (NYS AGA), and all applicable LiveOnNY (LVNY) policies, standard operating procedures (SOPs), work instructions, executive directives, and organizational requirements.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree (B.S.) (Healthcare related field preferred) and minimum three years related experience and/or training in the healthcare setting.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, feature articles, and informational materials. Ability to

effectively present information to senior management, public groups, and/or boards of directors.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to think creatively, design concepts, and organize effectively to motivate others.

OTHER SKILLS AND ABILITIES:

Ability to research information, draw conclusions, and make recommendations. Must be proficient in Excel and PowerPoint and have an understanding of medical terminology. Good interpersonal skills. Use of personal car required.

REQUIRED TECHNICAL COMPETENCIES:

Electronic Medical records (EMR) interfaces, iTransplant, Microsoft Office suite, Salesforce or other Customer Relationship Management software.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderat