JOB TITLE: Intake & Medical Outreach Manager
Reports To: Director of Wish Discovery
Supervises:  N/A
 
Purpose of Position:
The person holding this position is the first point of contact for potential wish families and medical professionals.  He/she is responsible for ensuring the complex and delicate rules around qualification for a wish are followed while maintaining a high degree of diplomacy and customer satisfaction.  Referrals come from a variety of sources and the incumbent is the liaison between Make-A-Wish Arizona and the various referral entities.  Effective communication of the eligibility criteria is a key component of this position.  The incumbent is the main point of contact with medical referral sources, such as physicians, social workers, nurses, and child life professionals, throughout the referral and wish-granting process.  The incumbent is responsible for documenting medical challenges faced by potential wish children that facilitates eligibility determination and wish safety. The incumbent works closely with the Medical Affairs team at Make-A-Wish America and Make-A-Wish Arizona Medical Advisors in determining eligibility.  The position is also responsible for obtaining all approvals from families and physicians resulting in qualifying a child for a wish.
 
 
              At Make-A-Wish Arizona, everyone is different and valued. We believe that people of any race, color, ethnicity, sex, gender identity and expression, sexual orientation, faith, religion, age, physical and mental ability, neurodiversity, socioeconomic status, nationality, cultural background, military status, or any other aspect which makes them unique are welcome and important. Together, we continue to build a community that fosters so that we can grant the wish of every eligible child.
 
At Make-A-Wish Arizona, we strive to communicate openly and honestly while speaking our truth. We encourage all to do the same, and we acknowledge that these conversations can be difficult and uncomfortable. All viewpoints are welcome unless they spread misinformation or diminish or dehumanize others. Our commitment to this work enriches our organization and makes us all stronger together.
 
Essential Duties/Responsibilities:

• Develops strategies to grow, cultivate and maintain referral sources.  Works closely with the medical community to identify training/speaking/engagement opportunities.  Update referral community regarding any changes in national policies, guidelines, and resources related to eligibility and medical outreach efforts.
• Ensures incoming referrals are expedited within standards of recommended timeframe.  Keep abreast of Make-A-Wish America policies, guidelines, and resources as they relate to referral intakes, medical eligibility, and the required wish documentation.
• Works with Director of Wish Discovery to maintain the process of incoming referrals from wish children, wish parents, or other medical referral sources, with excellent customer service and communication.
• Ensures completion of online wish referrals and verifies child’s medical eligibility. Will be required to educate referral sources on eligibility requirements, and will work closely with the children’s doctors, medical professionals and/or chapter medical advisor to determine wish child eligibility. 
• Works closely with the Medical Affairs team at Make-A-Wish America and Make-A-Wish Arizona Medical Advisors in determining eligibility.
• Inputs, updates, maintains and tracks wish child and referral source information in Salesforce database system. 
• Inputs, updates, maintains, and tracks touchpoints with medical professionals within Salesforce database system, ensuring all information is accurate.
• Documents eligible and ineligible referrals, and sends appropriate communication to families informing them of eligibility status. 
• Documents family and medical referral source communication during referral process.
• Helps lead aspects of medical outreach – identifying, establishing and managing referral sources for Make-A-Wish Arizona. 
• Evaluates referral trends and identifies new referral markets and strategically determines best outreach methods. 
• Collaborate in the development of Outreach strategies and implements the annual outreach plan. Periodically assesses tactics, strategies and results for success, determines if/when change of course is needed.
• Develops and collaborates with the Vice-President of Public Relations Marketing and the Digital Marketing Manager in creating on-going communications including: social media, e-mails, phone calls, and mailings that increase visibility of Make-A-Wish Arizona. Increases overall community and brand awareness of our program through outreach and communication efforts.
• Develops and effectively implements recognition program for medical referral sources.
• Manages Chapter Medical Advisors who help determine strategic medical outreach goals and wish child eligibility.
• Manages medical holds of wish children per Make-A-Wish America policies and guidelines.
• Manages communication with wish families and medical referral sources when Make-A-Wish Arizona has lost contact with wish families
• Supports Wish Managers with communicating with medical referral sources regarding any special medical needs of wish children and how to best obtain wish clearance forms.
• Collaborates with chapter and National Staff, Chapter Medical Advisory group, and medical professionals regarding the medical safety for wishes.
• Manages stewardship strategy for current and incoming Medical Professional contacts
• Performs other duties as required

 
 
Job Qualifications:
Knowledge, Skill & Ability:

• Ability to manage multiple priorities and complex projects on a tight deadline
• Detail oriented
• Strong organizational skills and the characteristics of a detail and results oriented team player
• Ability to work with minimal supervision
• Strong work ethic combined with honest and high integrity
• Ability to work collaboratively to ensure strong departmental and Chapter structure
• Ability to perform effectively in times of stress and be flexible and adaptable to situational changes
• Ability to maintain confidential information and communicate with sensitivity in challenging circumstances
• Demonstrated strong time management skills and is an effective problem solver
• Ability to read and review small print
• Ability to sit and type for long periods of time
• Able to be exposed to inclement and outdoor weather
• Outstanding public presentation skills with a capacity to effectively communicate information to the medical community.
• Occasional stooping, bending, lifting, standing for long periods of time, carrying of materials and boxes weighing less than 50lbs.
• Ability to travel to fulfill departmental and organizational duties as needed
• Must have valid driver’s license and reliable transportation
• Bilingual required (Spanish-English)

 
Training/Education:

• Bachelor’s degree in Social Work, Child Development, Nursing, Child Life Specialist, or other health sciences preferred
• Familiarity Microsoft Office Suite and database management software, preferably Salesforce

 
Experience:

• 2+ yrs. of non-profit experience, social services experience, child development, or comparable.
• Professional customer service experience/excellent phone presentation skills

 
 
NOTE: Employees are held accountable for all duties of this job, though this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
 
 
How to Apply:
Please submit a Cover Letter, Resume, and 3 References to jobs@arizona.wish.org