Patient and Donation Advocate II

Overview

Join Us in Transforming Lives Every Day At One Legacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope
. Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration
, our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives. This is the career in medicine that you never knew existed. An exciting and rewarding profession in the field of organ and tissue donation, where you can truly save lives and make a difference every day.

Job Type: Full-time, Exempt.

Work Hours: Forty-hour workweek. Must be available evenings, weekends and holidays, as required.

Work Setting: In-person

Location: Azusa, CA

Travel: The Patient and Donation Experience Advocate II is occasionally required to travel by personal auto or air to meeting sites and other locations.

Summary Of Functions

The Patient and Donation Experience Advocate II is responsible for reviewing, triaging, and managing all complaints received by One Legacy, including those from donor families, hospitals, business partners, and One Legacy staff. This role ensures that each complaint is appropriately assessed for risk, routed for timely resolution, and addressed with professionalism, sensitivity, compassion and integrity. The advocate develops clear and compassionate communications, and partners with internal stakeholders to coordinate investigations and corrective actions.

Additionally, the role builds trust and works effectively with cross-functional teams to ensure follow-through on commitments and deadlines while promoting a culture of service excellence. The advocate helps identify and implement opportunities to improve satisfaction, optimize processes, and strengthen relationships across the continuum of patient and donor management. This position requires strong skills in risk management, project management, documentation, organization, attention to detail, and stakeholder engagement to ensure that complaints are managed in a manner that protects organizational integrity, enhances relationships, and improves the donation and transplantation experience.

Duties & Responsibilities

Essential Job Functions:

• Receive and log all complaints from donor families, hospitals, business partners and One Legacy staff.
• Assess the nature, urgency, and potential risks of complaints, including legal, regulatory, reputational, or operational impacts.
• Drawing on ability to empathize and look at situations from a variety of perspectives, creatively and effectively facilitate patient & donor experience while anticipating patient and family needs, taking into account various cultures, religions, and individual needs and balancing One Legacy organizational operations and need.
• Triage complaint to appropriate departments for follow-up based on severity and scope.
• Serve as the initial point of contact and draft communications to respond to complaints in a professional and timely manner.
• Maintain confidentiality and ensure compliance with HIPAA and all applicable patient privacy regulations.

Risk Assessment and Root Cause Analysis

• Evaluate risks associated with each complaint and advise leadership on recommended actions.
• Identify systemic risks, track and analyze recurring issues or trends.
• Collaborate with the Director of Quality and other leaders to determine when immediate intervention is required.
• Collaborate with internal teams to perform root cause analysis and recommend corrective/actions (CAPA) where needed.
• Leverage quality tools (e.g., Pareto charts, Ishikawa diagrams, sampling plans) for investigations and reporting.

Investigation & Resolution Coordination

• Develop action plans for complaint investigation and resolution in collaboration with internal teams.
• Facilitate collaboration across clinical, operational, and administrative teams to ensure timely follow-up and closure.
• Maintain accountability by monitoring deliverables, deadlines, and status updates.
• Draft and review response letters, emails, or…