Senior Manager, National EMS Partnerships

MTM Transit•Lake Saint Louis, MO

4d•Hybrid

About The Position

As the end-to-end business owner of Ambulance workflows, the Senior Manager, National EMS Partnerships will ensure consistency in process & quality and will monitor to ensure contract standards are met through service levels, provider and client satisfaction, and compliance of protocols and procedures. This role will have direct oversight of Regional Ambulance Managers’ recruiting, network management and maintenance, as well as act as Ambulance subject matter expert, staying up to date on industry trends and service expansion opportunities. The Senior Manager, National EMS Partnerships will have ultimate responsibility for delivering and overseeing delivery, of a high level of service to our Ambulance partners every day, ensuring high operational standards and provider satisfaction. This role is key to a successful relationship with our Ambulance Providers and cost containment activities for MTM.

Requirements

High School Diploma or G.E.D
Minimum 7+ years in a management position, specifically in EMS or Ambulance Operations, Logistics or Transportation, or Dispatch Operations
Minimum 3 years’ experience in Account Management or Supplier Management
Experience contracting and negotiations
Experience working with Ambulance Providers
Must possess a valid driver’s license
Must be results driven and able to communicate effectively with internal and external clients at all levels
Ability to prioritize, manage multiple staff and projects, and meet deadlines
Strong focus on customers, accountability, teamwork, collaboration and decisiveness
Excellent customer orientation, interpersonal and communication skills with strong follow through
Ability to handle a high level of sensitive and confidential matters tactfully and professionally
Strong organizational skills
Ability to work well under pressure within a fast-paced environment
Strong critical thinking, problem solving and analytical skills
Must be a team player who thrives in a collaborative work environment
Must demonstrate a high level of professionalism and customer service
Must demonstrate an ongoing positive attitude and demeanor
Act as a brand ambassador for the company
Must demonstrate sound judgment and decision-making skills
Excellent public speaking and presentation skills
Knowledge of transportation logistics
Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
Intermediate level of proficiency or above with Microsoft Office applications, including Word, Excel, Outlook and PowerPoint

Nice To Haves

Minimum 3 years’ experience in the Emergency Medical Services (EMS) industry, strongly preferred
Bachelor’s Degree preferred

Responsibilities

Manage team of Regional Ambulance Managers, while maintaining a strong understanding of the client expectations, contract agreements, state/ local/ client ambulance rates and protocols, Medicaid and Medicare fee schedules, and service level expectations
Lead the design, implementation, and ongoing optimization of end‑to‑end ambulance operations, encompassing trip intake through ambulance provider payment, to drive operational efficiency and performance
Lead complex and difficult conversations with customers regarding the Ambulance program including addressing concerns, managing escalations, and driving mutually beneficial resolutions while preserving long-term relationships
Drive ambulance cost containment initiatives through innovative recommendations, including but not limited to reviewing and containing average costs per trip, average costs per mile, and other costs related metrics to meet budgeted transportation expenses
Provide team oversight for Ambulance provider relationships and satisfaction, implementation, ambulance network management, financial analysis of ambulance transportation costs, and assigned regions to Regional Ambulance Managers
Lead team’s successful and effective onboarding of new and existing providers
Monitor and communicate, at least monthly, the team’s overall performance metrics including recruitment activity and progress towards recruitment goals; meeting/ exceeding trip setting goals; provider satisfaction; ensuring metrics are being met and/or initiatives are taken to meet the metrics
Evaluate performance and costs of ambulance providers, taking action when metrics are missed
Provide tracking and reporting for Ambulance implementation project progress and deliverables
Provide support on calls with the client and providers, when needed
Lead pricing negotiations and trip coverage expectations with providers
Lead the retention of and recruitment of the existing network, ensuring networks are comprehensive in geographic coverage
Ensure providers are educated and trained in accordance with MTM and contract specific requirements
Participate in planning, revisions, implementation and execution of updated amendments and/or regulations
Facilitate town halls, conventions and seminars
Other duties as assigned