Summary
Work History
Skills
Computer Skills
Timeline
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Louise Langston

Phoenix,AZ

Summary

Dynamic professional with extensive experience in donor services and client relations at Science Care, Inc. Proven expertise in crisis support and regulatory compliance, adept at managing sensitive situations with high emotional intelligence. Skilled in donor risk assessment and logistics coordination, consistently ensuring timely and compliant processing of complex documentation.

Work History

Order Management

Science Care, Inc.
  • Managed all processing and documentation remotely (work-from-home), including death certificates and complex consent paperwork, ensuring timely completion and compliance with state and federal requirements for whole-body tissue donation.
  • Served as the primary point of contact for complex client resolution regarding donation status, billing, and logistics, applying high emotional intelligence to ensure accurate case finalization, and high satisfaction.
  • Coordinated the issuance and tracking of burial transit permits, and managed internal documentation to facilitate the ethical and compliant transfer and handling of donated tissue.

Referral Intake Specialist, Donor Services Coordinator

Donor Network of Arizona
  • Successfully conducted hundreds of sensitive, post-loss family approach discussions for ocular and tissue donation, guiding the Next of Kin through required legal disclosure and consent documentation to uphold the donor’s First-Person Authorization.
  • Accurately performed detailed ocular and tissue donor screenings in a call center environment, tactfully collecting sensitive medical and behavioral history from NOK and clinical staff to ensure tissue safety and regulatory compliance.
  • Managed end-to-end donor case recovery logistics, including coordinating with third-party tissue banks, obtaining Medical Examiner clearance, and dispatching ocular and tissue teams based on logistics.
  • Collaborated efficiently with Recovery, DE, QA, and Partner Relations teams, ensuring strict adherence to rapidly changing Standard Operating Procedures, and stringent Quality Assurance charting verification requirements.
  • Successfully executed a demanding 12-hour rotating shift schedule (including nights and weekends), consistently delivering high-level performance and attention to detail in a 24/7, time-sensitive environment.
  • Verified registered organ, eye, and tissue donors with national registries, and performed initial screening evaluations, accurately inputting complex patient medical history and lab data.

Patient Services Specialist

Banner Alzheimer's Institute
  • Provided empathetic support and professional communication to families and patients in a specialized neurology practice, consistently managing sensitive front-office interactions, and upholding confidentiality standards.
  • Strategically managed complex diagnostic and follow-up appointment scheduling across multiple provider calendars, demonstrating strong organizational skills, adaptability, and attention to detail required for compliance in a fast-paced clinical environment.
  • Maintained and prepared meticulous, auditable patient charts by collecting and verifying all necessary medical records, ensuring comprehensive, compliant, and timely documentation for clinical review.
  • Performed comprehensive patient admission duties, including insurance verification and benefit processing, to ensure patients received access to appropriate, cost-effective care, directly supporting patient services, and resource allocation.

Skills

  • Donor risk assessment interview
  • Post-loss family approach and consent
  • AATB, FDA, EBAA regulatory compliance
  • Next-of-kin documentation
  • Medical terminology
  • Tissue, ocular, whole-body protocols
  • Crisis and grief support
  • sensitive client relations
  • De-escalation
  • Interprofessional Collaboration
  • Case Management & Logistics Coordination
  • ITransplant Database
  • Donor Registry Verification
  • Tissue Tracking/Logistics Software
  • Electronic Charting/QA
  • Typing Speed (55 WPM)
  • Microsoft Office Suite

Computer Skills

Donor Risk Assessment Interview, Post-Loss Family Approach & Consent, AATB/FDA/EBAA Regulatory Compliance, Next-of-Kin Documentation, Medical Terminology, Tissue/Ocular/Whole-Body Protocols, Crisis & Grief Support, Sensitive Client Relations, De-escalation, Interprofessional Collaboration, Case Management & Logistics Coordination, Knowledgeable in iTransplant Database, Donor Registry Verification, Tissue Tracking/Logistics Software, Electronic Charting/QA, Typing Speed (55+ WPM), Microsoft Office Suite

Timeline

Order Management

Science Care, Inc.

Referral Intake Specialist, Donor Services Coordinator

Donor Network of Arizona

Patient Services Specialist

Banner Alzheimer's Institute

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Louise Langston