Community EMS Liaison

St. Josephs Medical Center•Houston, TX

24d

About The Position

The Community EMS Liaison is charged with managing and growing the day-to-day relationships with our EMS partners. The employee will work closely with the Hospital 's EMS Medical Director to support their role and responsibilities and to actively grow Affiliate services and manage other EMS business and relationships through formal contractual relationships. The Community EMS Liaison will serve as a Liaison to the hospital's Executive Team on all matters involving EMS operations. The employee will actively work to improve collaboration, integration, and coordination with area EMS services. The employee is responsible for the design, implementation, evaluation, and management of initiatives to facilitate the successful integration of service excellence standards throughout the facility. Serves as a liaison between hospital, in-patients, and hospital-based physicians to enhance patient and physician satisfaction. Works to increase operational effectiveness to improve customer satisfaction, promoting growth and process improvement.

Requirements

Should possess EMT, Paramedic (preferred), or other healthcare related certifications/licensure (NRP, RN, PA).
BS in Management, Healthcare, or Administration preferred. Equivalent EMS management or healthcare experience will be considered.
8 years of EMS or healthcare clinical experience.
EMS or healthcare leadership experience preferred.
5 years of previous liaison experience
Texas EMT certification or another clinical certification/license
Functional knowledge in MS Office applications as well as common EMS software applications.

Nice To Haves

Education and experience in patient relations preferred.
Exceptional interpersonal/communication skills
Demonstrated ability to successfully resolve problems with a win/win approach.
Experience with Core Measures, Press Ganey and strong customer service orientation.
Able to demonstrate effective initiative to address and resolve matters quickly in the best interests of patient outcome, patient satisfaction, and physician satisfaction.

Responsibilities

Serve as a liaison between the Hospital and area EMS agencies on issues related to EMS and hospital operations.
Actively participate in internal and external meetings related to advancement of EMS service line.
Manage and grow EMS Affiliations within the hospital's area services.
Assist Hospital's EMS Medical Director with administrative functions.
Affiliation Agreement management and coordination.
EMS Grand Rounds preparation and administrative oversight -EMS Provider Credentialing -EMS Care investigations -EMS Medical Director/Service/Provider relationships and DPH reporting.
Coordinate EMS educational classes for area EMS providers
Work with hospital emergency department leadership to assure proper data capture on EMS relevant metrics.
Work with hospital emergency department leadership on issues related to EMS.
Monitor EMS metrics/data for trends or issues.
Plan and Manage the Customer Service Program Writes overall customer service plan for the hospital, complete with objectives, strategies and tactics.
Conducts ongoing needs assessments to determine areas for improvement.
Communicates the Star Power program to employees.
Regularly updates management on the status of initiatives. Coordinate and promote EMS recognition events (EMS Week, Hospital Week, etc.).
Remain knowledgeable on local, state, and national EMS issues.
Positively promote SJMC commitment to EMS in all of the above duties. Sits on and is an active member of regional EMS committee and subcommittees.
Managing projects in support of hospital business objectives.
Trains all staff on customer service skills Ensures all employees receive an annual update on customer services skills.
Provides in-services to departments to enhance the customer service skills of the staff.
Presents service topics to management staff periodically.
Monitors and evaluates patient satisfaction.
Analyzes summary reports and presents data to management staff.
Shares data with Quality, identifying areas for quality improvement.
Acts as Service Consultant Provides service coaching and counseling on a one-to-one basis upon request and/or as needed.
Promotes staff recognition and positive morale.
Regularly promotes and educates staff on this program.
Assists departments in creating department recognition programs.
Organizes special activities and events as needed to increase morale.
Analyzes, reviews, and proposes appropriate actions based on customer service / HCACHPs data.
Develops a culture of accountability and follows-up with departments who are unable to meet goals.
Reports to the assigned "O" for further improvement opportunities with individual departments.
Participate with the Magnet application process and assist in the magnet journey with nursing leadership.
Distinguish methods for achieving and sustaining change for improvement with nursing sensitive quality measures. Presents service topics to management staff periodically.
Monitors and evaluates patient satisfaction. Analyzes summary reports and presents data to management staff.
Shares data with Quality, identifying areas for quality improvement.
Acts as Service Consultant Provides service coaching and counseling on a one-to-one basis upon request and/or as needed.
Notifies management staff of any service concerns in their areas and helps in correcting them.
Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
Commits to recognize and respect cultural diversity for all customers (internal and external).
Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs, and ages utilizing interpreters when needed.
Fosters a positive relationship with internal and external customers and utilizes growth opportunities in the department as well as within the risk management field.
Support hospital initiatives by contributing to safety surveys and safety initiatives within the organization and within the industry by focusing on preventive solutions to reduce harm.
Cultivate systems and processes which support feedback to improve and sustain safety measures.
Participates in appropriate committees.
Periodic in-services and routine orientation may be conducted for employees, leaders, or medical staff regarding healthcare risk management principles and a culture of safety.