Family Support Specialist - Organ Donation, Donate Life

Overview

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Family Support Specialist

Southeastern Wisconsin | Hospital-Based Role Schedule: Three 16-hour shifts per week (7:00 AM - 11:00 PM) Includes evenings, weekends, and holidays

Help Families Create a Lasting Legacy

At Versiti Organ and Tissue, our Family Support Specialists play a critical role in supporting families during some of life's most difficult moments. This is a unique opportunity to combine compassion, advocacy, and healthcare service while helping families navigate the organ and tissue donation process and create a lasting legacy for their loved one.

As a Family Support Specialist, your primary responsibility is conducting organ donation authorization conversations with families and obtaining legal consent for donation. Using advanced communication skills, empathy, and emotional intelligence, you will navigate complex end-of-life discussions, support grieving families, and help create life-saving opportunities through donation. This hospital-based role partners closely with physicians, nurses, and healthcare teams throughout Southeastern Wisconsin to ensure families receive compassionate support while honoring donor wishes and decisions.

What You'll Do:

• Support families throughout the entire organ donation process, from referral through family follow-up
• Meet with donor families to discuss donation opportunities and provide emotional support during times of grief
• Build trusting relationships while communicating with empathy, compassion, and professionalism
• Respect and respond to diverse cultural, religious, and personal beliefs surrounding death, grief, and donation
• Participate in ongoing training, case reviews, quality initiatives, and continuous improvement efforts

What We're Looking For:

You may be a strong fit if you:

• Have experience supporting patients, families, customers, or community members through difficult circumstances
• Posses exceptional interpersonal, communication, and conflict-resolution skills
• Are organized, detail-oriented, and able to manage multiple priorities
• Demonstrate sensitivity to cultural, religious, and individual differences
• Are committed to making a meaningful difference in the lives of others

Required Qualifications:

One of the following is required:

• Bachelor's degree in Social Work, Sociology, Psychology, or a related field

OR

• Associate degree in a related field plus at least 3 years of healthcare or community-based service experience involving support of individuals in emotionally challenging situations

OR

• High school diploma plus at least 5 years of healthcare or community-based service experience involving support of individuals in emotionally challenging situations

Experience Requirements:

• 1+ years of healthcare, social service, community outreach, counseling, patient advocacy, crisis support, or related experience
• Experience navigating emotionally sensitive conversations and complex interpersonal dynamics

Additional Requirements:

• Valid Wisconsin Driver's License and reliable transportation
• Ability to travel throughout Southeastern Wisconsin counties
• Flexibility to work a schedule of three 16-hour shifts (7:00 AM - 11:00 PM)
• Availability for evenings, weekends, and holidays

Why Join Versiti Organ and Tissue?

Every conversation you have and every family you support has the potential to save and heal lives through organ and tissue donation. If you're seeking a meaningful career where compassion, service, and purpose come together, we'd love to hear from you.

Total Rewards Package

Compensation
The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.

Benefits
Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Responsibilities

• Supports family needs throughout the entire donor process from referral, family discussion, donor management, operating room, and family follow-up. Meets with the potential donor family to offer donation, providing emotional support and compassion during and after the donation process
• Coordinates huddles with the hospital staff to establish a collaborative plan to support the family and Establishes initial contact with the potential donor family
• Engages with full awareness and sensitivity to cultural and religious beliefs regarding the grief process
• Accurately obtains and completes written consent from the legal next of kin for the purposes of organ and tissue donation
• Supports and upholds donor designation status with all families, as applicable
• Assists Hospital Relations Liaisons with educating health care professionals and the public regarding organ donation; may develop, conduct, and participate in education programs for health care professionals and the public
• Supports and demonstrates a customer service commitment to internal and external customers through adherence to Versiti customer service standards and processes
• Maintains competence through participation in job-related continuing education and contributes to quality assurance activities
• Actively participates and contributes in Lean and continuous improvement
• Understands and performs all applicable regulatory and compliance requirements set forth by AOPO (Association of Organ Procurement Organizations), UNOS and CMS
• Demonstrates schedule flexibility as determined by business need and Proactively seeks continued professional development
• Work/job related travel and reliable transportation is required and Requires evening, weekend and holiday work hours
• Stays current with authorization best practices and bereavement-related issues through participation in continuing education
• Participates in case debriefs, assigned work groups and special projects
• Demonstrates Core Values: Do Right Always, Find a Better Way, Make Results Happen and Strengthen the Team
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Qualifications

Education

• Bachelor's Degree in Social Work, Sociology, Psychology or related field required
• Associate's Degree in a related field and 1+ years of healthcare or community-based service experience, displaying strong communication skills and managing interpersonal dynamics, especially in challenging emotional situations, plus an additional 2+ years experience collaborating with patients or customers in challenging emotional situations (3+ years required overall) in lieu of required degree required
• High School and 1+ years of healthcare or community-based service experience, displaying strong communication skills and managing interpersonal dynamics, especially in challenging emotional situations, plus an additional 4+ years experience collaborating with patients or customers in challenging emotional situations (5+ years required overall) in lieu of required degree required

Experience

• 1-3 years previous healthcare or community-based service experience, displaying strong communication skills and managing interpersonal dynamics, especially in challenging emotional situations required

Knowledge, Skills and Abilities

• Display compassion in written and verbal communication and interpersonal skills while engaging with grieving families required
• Strong organizational skills with the ability to prioritize, handle multiple tasks and strong attention to detail required
• Flexibility to work independently and within a team required
• Strong communication skills, including the ability to provide feedback to peers required
• Strong conflict resolution skills, able to communicate and collaborate with others during challenging and stressful situations required
• Maintains confidentiality required
• Valid Wisconsin Driver’s License and access to a vehicle required

Tools and Technology

• Microsoft Suite (Word, Excel, PowerPoint, Outlook) required
• General office equipment (computer, printer, fax, copy machine, scanner) required

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