Manager Of Service Operations Jobs in Ohio (NOW HIRING)

Description

Are You Looking for a Mission-Driven Career?

At Lifeline of Ohio, we save and enhance lives through the gift of organ, eye, and tissue donation. As the federally designated organ procurement organization serving central and southeastern Ohio, we partner with hospitals, healthcare professionals, donor families, and our community to honor donors and provide hope to those waiting for a transplant.

We are seeking a compassionate, strategic, and results-oriented Manager of Family Services and Authorization to join our team.

Position Overview

Consistent with the mission, vision, and values of Lifeline of Ohio, the Manager of Family Services and Authorization provides leadership, oversight, and strategic direction for family services, authorization practices, donor family support, and donation conversations throughout the organ and tissue donation process.

This position leads and develops a team of Family Services Coordinators (FSCs), serves as a subject matter expert in authorization and donor family communication, and is responsible for driving excellence in family-centered care, authorization outcomes, quality improvement, staff development, and regulatory compliance.

The Manager collaborates with organizational leadership, hospital partners, and multidisciplinary teams to maximize donation opportunities while ensuring donor families are supported with dignity, compassion, and respect.

This is a full-time, benefits-eligible position with a hybrid work schedule that includes on-site, remote, and hospital-based responsibilities throughout Lifeline of Ohio's donation service area. This position reports to the Director of External Partner Relations.

Key Responsibilities

Leadership and Workforce Management

• Directly supervise, coach, mentor, and develop Family Services Coordinators (FSCs).
• Establish performance expectations, accountability measures, and professional development plans.
• Conduct performance evaluations, coaching discussions, and corrective action processes as needed.
• Lead recruitment, interviewing, onboarding, and retention efforts.
• Foster a positive, collaborative, inclusive, and high-performing team culture.
• Develop and manage FSC schedules and on-call rotations to ensure operational coverage.
• Assist with departmental budgeting, staffing resource planning, and operational management.

Authorization and Family Services Operations

• Provide leadership and oversight of authorization practices and donor family support services.
• Serve as the primary authorization resource for FSCs, providing coaching and support during complex authorization discussions and family situations.
• Promote best practices in donor family engagement, bereavement support, and donation advocacy.
• Coordinate family support strategies with multidisciplinary healthcare teams, including Donation after Circulatory Death (DCD) cases.
• Maintain competency in FSC responsibilities and provide operational support, including on-call leadership and direct case involvement when needed.

Quality, Compliance, and Continuous Improvement

• Monitor authorization rates, donor family experience outcomes, and departmental performance metrics.
• Lead case reviews, non-donor reviews, and process improvement initiatives.
• Partner with quality teams to identify trends, conduct root cause analyses, and implement corrective actions.
• Ensure documentation accuracy, consistency, and compliance with organizational and regulatory standards.
• Maintain compliance with OPTN, CMS, AATB, OSHA, and applicable organizational requirements.

Training and Professional Development

• Oversee onboarding, orientation, training, and continuing education programs for FSCs.
• Collaborate with Clinical Education and organizational leaders to ensure competency in authorization, family-centered care, and donation best practices.
• Promote a culture of continuous learning, accountability, and excellence.

Hospital and Stakeholder Relations

• Build and maintain strong relationships with hospital partners and key stakeholders.
• Participate in hospital rounding, meetings, educational programs, and collaborative initiatives.
• Investigate stakeholder concerns and implement appropriate follow-up and improvement plans.
• Represent Lifeline of Ohio at meetings, committees, conferences, and community engagement activities.

Requirements

 Qualifications

Required

• Bachelor's degree in social work, psychology, counseling, nursing, healthcare administration, biological sciences, allied health, pastoral care, or a related field.
• Minimum of 3-5 years of experience supporting individuals and families experiencing grief, loss, trauma, crisis intervention, end-of-life care, transplantation, donation, or related healthcare services.
• Minimum of two years of leadership, supervisory, project leadership, or management experience.
• Demonstrated experience coaching, developing, and leading teams.
• Strong communication, relationship-building, conflict resolution, and collaboration skills.
• Strong critical thinking, problem-solving, and data analysis skills.
• Proficiency with Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Valid driver's license and reliable transportation.

Preferred

• Master's degree in a related field.
• Organ Procurement Organization (OPO) experience.
• Experience with authorization conversations, donor family services, bereavement support, or transplantation.

Work Environment

• Hybrid work environment consisting of office, remote, hospital, and community-based settings.
• Regular travel throughout Lifeline of Ohio's donation service area.
• Occasional evening, weekend, holiday, and on-call leadership responsibilities.
• Frequent interaction with individuals and families experiencing grief, loss, trauma, and end-of-life situations.

This position is classified as a high-exposure (clinical) occupation and requires Bloodborne Pathogens Training and Protection. Appropriate personal protective equipment, training, and HBV vaccine access will be provided. 

Benefits:

• Competitive pay
• Affordable and comprehensive Medical, Dental, and Vision Plans (including PPO, HDHP, and HSA)
• Generous PTO bank available for immediate use, plus 9 holidays and 2 floating holidays of your choice
• Paid Maternity, Paternity, and Family Leave
• Free, unlimited access for you and your partner to Maven, a virtual women's & family health platform
• Company provided term life, AD&D, short and long term disability insurance coverage
• Company paid-for certifications and license renewals
• 401(k) plan with company match
• Performance Bonuses
• Organizational dedication to internal advancement and promotion opportunities

Equal Opportunity Employer: Lifeline of Ohio is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected status in employment decisions, including but not limited to recruitment, hiring, compensation, promotion, and termination. We are committed to providing a work environment free from discrimination and harassment, and we strive to foster a diverse and inclusive workplace. This commitment extends to all aspects of employment, including recruitment, selection, job assignment, training, benefits, and advancement opportunities. Lifeline of Ohio complies with all applicable federal, state, and local laws regarding equal employment opportunity.