EMS Communications Performance and Quality Specialist Senior

Allina Health • Saint Paul, MN

1d • $34 - $47

About The Position

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career. Key Position Details: 1.0 FTE (80 hours per two-week pay period) 8-hour day/evening shift No weekends Job Description: Leads and advances Allina Health Emergency Medical Services (AHEMS) Communications training, quality assurance, and continuous improvement initiatives in support of safe, effective, and high-quality emergency medical communications. Provides program leadership in the design, implementation, and ongoing management of training and quality systems; partners with operational and clinical leaders to drive change; and plays a key role in building, operationalizing, and sustaining the AHEMS Communications Quality Assurance (QA) program. This position blends leadership influence project and change management, quality system oversight, and hands-on training delivery to support dispatcher performance, regulatory compliance, and organizational priorities. Principle Responsibilities Program Leadership and Development. Provides functional leadership for AHEMS Communications training and quality initiatives, influencing practice and performance without direct supervisory authority. Leads the development, implementation, and continuous improvement of the AHEMS Communications QA program, including structure, standards, workflows, and reporting. Partners with Communications leadership, Quality, Education, and Operations to align training and QA activities with organization goals, regulatory requirements, and system standards. Serves as a change agent, supporting adoption of new processes, technologies, and performance expectations through education, engagement, and follow-up. Quality Assurance and Performance Improvement. Designs and manages QA processes for call-taking and radio communications, including review methodologies, scoring tools, performance indicators, and documentation. Conducts or coordinates QA reviews; analyzes findings to identify trends, risks and opportunities for improvement. Leads QA follow-up activities, including feedback delivery, coaching support, remediation planning, and monitoring improvement over time. Translates QA findings into targeted education, training updates, and system-level improvement initiatives. Maintains QA and compliance records to support regulatory, accreditation, and internal review requirements. Training, Education and Competency Management. Oversees and delivers AHEMS Communications training programs including new employee orientation, ongoing education, remediation, and competency validation. Designs, develops, and updates curriculum, training materials, and competency assessments to reflect evolving standards, technologies, and best practices. Evaluates training effectiveness using performance data, QA outcomes, and stakeholder feedback; recommends and implement program enhancements. Serves as subject matter expert in AHEMS Communications practices, pre-arrival instructions, and related technologies. Project and Change Management. Leads and contributes to projects related to training, quality improvement, workflow redesign, and system initiatives. Applies structured project and change management principles to plan work, manage timelines, engage stakeholders, and sustain improvements. Supports leadership with process improvement, Standard Operating Procedure (SOP) development, documentation updates, and implementation of new or revised practices. Collaboration, Consultation and Support. Acts as a trusted advisor to AHEMS Communications leadership on training effectiveness, quality performance, and improvement strategies. Collaborates with departments to ensure consistent standards, messaging, and expectations. Serves as back-up to QA Specialist(s) and supports AHEMS Communications Center operations during high-volume periods as requested. Other duties as assigned.

Requirements

• Associate degree in Business Management, Learning and Development, Education or related field within 36 months of hire
• 2 years in leading, developing, and evaluating training programs or relevant experience
• 2 years in coordinating instructors or training efforts to meet organizational standards
• 1 year in delivering training in instructor-led, virtual, or blended formats
• Valid Driver’s License required upon hire - MN and WI residents must obtain a valid driver’s license in their state of residence within 60 days of employment
• Communications Training Officer (CTO) certification required
• Association of Public-Safety Communications Officials (APCO) required within 1 year of hire

Nice To Haves

• Bachelor's degree in Business Management, Learning and Development, Education, Quality, Healthcare Administration or related field
• 1 year in quality assurance, quality improvement, or performance management, preferably in EMS, healthcare or public safety communications
• Demonstrated experience in project management and change management
• Experience building or supporting a quality management system or performance review program
• Associate Professional in Talent Development (APTD) preferred
• Certified Professional in Talent Development (CPTD) preferred
• Certified Professional in Training Management (CPTM) preferred
• ACPO, Supervisor Certification preferred

Responsibilities

• Provides functional leadership for AHEMS Communications training and quality initiatives, influencing practice and performance without direct supervisory authority.
• Leads the development, implementation, and continuous improvement of the AHEMS Communications QA program, including structure, standards, workflows, and reporting.
• Partners with Communications leadership, Quality, Education, and Operations to align training and QA activities with organization goals, regulatory requirements, and system standards.
• Serves as a change agent, supporting adoption of new processes, technologies, and performance expectations through education, engagement, and follow-up.
• Designs and manages QA processes for call-taking and radio communications, including review methodologies, scoring tools, performance indicators, and documentation.
• Conducts or coordinates QA reviews; analyzes findings to identify trends, risks and opportunities for improvement.
• Leads QA follow-up activities, including feedback delivery, coaching support, remediation planning, and monitoring improvement over time.
• Translates QA findings into targeted education, training updates, and system-level improvement initiatives.
• Maintains QA and compliance records to support regulatory, accreditation, and internal review requirements.
• Oversees and delivers AHEMS Communications training programs including new employee orientation, ongoing education, remediation, and competency validation.
• Designs, develops, and updates curriculum, training materials, and competency assessments to reflect evolving standards, technologies, and best practices.
• Evaluates training effectiveness using performance data, QA outcomes, and stakeholder feedback; recommends and implement program enhancements.
• Serves as subject matter expert in AHEMS Communications practices, pre-arrival instructions, and related technologies.
• Leads and contributes to projects related to training, quality improvement, workflow redesign, and system initiatives.
• Applies structured project and change management principles to plan work, manage timelines, engage stakeholders, and sustain improvements.
• Supports leadership with process improvement, Standard Operating Procedure (SOP) development, documentation updates, and implementation of new or revised practices.
• Acts as a trusted advisor to AHEMS Communications leadership on training effectiveness, quality performance, and improvement strategies.
• Collaborates with departments to ensure consistent standards, messaging, and expectations.
• Serves as back-up to QA Specialist(s) and supports AHEMS Communications Center operations during high-volume periods as requested.
• Other duties as assigned.

Benefits

• Medical/Dental
• PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• Voluntary Benefits (vision, legal, critical illness)
• Tuition Reimbursement or Continuing Medical Education as applicable
• Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree