Lisa Norris, M.S., MBA
Lisa Norris has over twenty years of experience in healthcare management and over sixteen years of experience in the field of transplantation. Most recently, she served as Director of the Christus Transplant Institute in San Antonio, Texas. Prior to that role, she was the Administrative Director at the Comprehensive Transplant Center at University of North Carolina Hospitals. She also served as the Transplant Product Line Director at the University of Maryland Medical System and the Director of Transplant Services at the University of Colorado. She has been a Region 8 administrator on the UNOS Transplant Administrator's Committee and has held various board positions with the Transplant Resource Center of Maryland, National Kidney Foundation, Medbank of Maryland and Transplant Council of the Rockies.

List of Contributors, vii

Preface, xi

Acknowledgments, xv

About the Companion Website, xvii

1 Organ Allocation: NOTA, the OPTN, and Policy Development, 1
Kenneth Andreoni and Ciara Samana

2 Organizational Structures, 17
Lisa Norris

3 Human Resources, 27
Lisa Norris

4 Clinical Services, 39
Lisa Norris

5 Regulatory and Compliance Issues, 51
Marguerite Brown

6 Transplant Finance, 75
Lisa Norris

7 Managed Care Contracting, 97
Mindy Scharlin

8 Quality Assessment and Performance Improvement, 115
Lisa Norris

9 Transplant Information Management and Transplant Information Systems, 129
Lauren E. Kearns

10 Strategy and Marketing, 155
Lisa Norris

11 Managing and Leading the Transplant Enterprise, 171
Lisa Norris

Appendix 1 Human Resources: Lists of Transplant Staff Duties, 181

Appendix 2 Human Resources: Medical/Surgical Director Job Description, 191

Appendix 3 Human Resources: In-Patient Transplant Coordinator Orientation, 195

Appendix 4 Human Resources: Post-Transplant Coordinator Orientation, 199

Appendix 5 Human Resources: Pre-Transplant Coordinator Orientation, 201

Appendix 6 Human Resources: Transplant Social Work Orientation, 203

Appendix 7 Regulatory and Compliance Issues: Surveyor Worksheet—Organ Transplant Program Quality

Assessment and Performance Improvement, 207

Appendix 8 Transplant Finance: Kidney Organ Procurement Rates for 2013, 217

Appendix 9 Managed Care Contracting: UNOS RFI Example, 219

Appendix 10 Managed Care Contracting: Sample Letter to Claims Department, 223

Appendix 11 Managed Care Contracting: Sample Managed Care Contract, 225

Appendix 12 Insurance Approval Form, 229

Index, 231

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