JOB SUMMARY
The Manager - Emergency Services Outreach provides leadership and operational oversight for Emergency Department outreach, patient experience initiatives, EMS partnerships, and assigned personnel. This position serves as the primary liaison between the hospital and third-party ambulance providers while fostering collaborative relationships with internal departments, healthcare providers, community organizations, and emergency response agencies. The manager participates in departmental planning, resource allocation, and budget development activities while leading initiatives that enhance patient experience, operational effectiveness, community engagement, and quality outcomes. This role exercises independent judgment and discretion in personnel management, process improvement, stakeholder relations, and operational decision-making.
JOB FUNCTIONS
Leadership and Staff Management
- Provides direct supervision and leadership for assigned staff, including scheduling, work assignment, performance management, and professional development.
- Directs and evaluates the work of assigned employees to ensure achievement of operational, quality, service, and departmental objectives.
- Conducts performance evaluations and provides ongoing coaching, mentoring, and accountability to support employee development and performance improvement.
- Participates in recruitment, interviewing, hiring, onboarding, promotion, disciplinary action, and termination processes and provides recommendations regarding employment decisions.
- Resolves employee relations issues and administers corrective action in accordance with organizational policies and Human Resources guidelines.
- Promotes employee engagement, teamwork, accountability, safety, and a culture of service excellence.
- Establishes work priorities and allocates resources to support departmental goals and organizational initiatives.
- Monitors departmental productivity, attendance, and performance metrics and implements corrective actions as needed.
Department Operations and Resource Management
- Participates in departmental operational planning and budget development activities by providing recommendations related to staffing, equipment, outreach initiatives, and resource utilization.
- Assists leadership in evaluating departmental performance, operational needs, and service improvement opportunities.
- Monitors and analyzes key performance indicators related to patient experience, operational effectiveness, outreach activities, and EMS partnerships.
- Identifies operational challenges and develops strategies to improve efficiency, service delivery, and stakeholder satisfaction.
- Participates in emergency preparedness, disaster response, and community emergency planning activities in collaboration with organizational and community partners.
- Supports implementation of departmental and organizational strategic initiatives.
EMS and Community Partnership Management
- Serves as the primary liaison between Emergency Services, third-party ambulance providers, EMS agencies, air medical services, first responders, and regional emergency response organizations.
- Develops and maintains collaborative relationships with EMS leadership and external stakeholders to enhance communication, coordination, and patient transitions of care.
- Coordinates and facilitates meetings with EMS partners and ambulance providers to review operational concerns, service trends, performance opportunities, and community needs.
- Represents Emergency Services in community, professional, and healthcare organizations to promote organizational objectives and strengthen community partnerships.
- Supports community outreach, injury prevention, public education, and Emergency Services awareness initiatives.
Patient Experience and Service Excellence
- Leads initiatives designed to improve patient satisfaction, patient experience outcomes, and family engagement within Emergency Services.
- Reviews patient satisfaction, complaint, and service recovery data to identify trends and implement improvement strategies.
- Conducts patient and family rounding to evaluate service delivery, address concerns, and identify opportunities for improvement.
- Investigates, resolves, and follows up on patient concerns and service recovery issues requiring management intervention.
- Develops and implements action plans to improve patient experience performance measures and departmental outcomes.
- Supports initiatives designed to improve patient throughput, communication, access to care, and the overall Emergency Department experience.
Communication, Collaboration, and Process Improvement
- Collaborates with physicians, nursing staff, EMS personnel, Trauma Services, ancillary departments, and organizational leadership to achieve operational and strategic objectives.
- Works closely with the Patient Access, Care Coordination, Environmental Services, Security, and other departments to improve patient flow, coordination of care, and operational effectiveness.
- Leads multidisciplinary process improvement initiatives focused on patient throughput, transfer efficiency, EMS integration, patient experience, and service excellence.
- Analyzes operational, quality, patient experience, and utilization data to identify trends and develop improvement recommendations.
- Communicates departmental goals, performance expectations, outcomes, and improvement initiatives to staff and leadership.
- Participates in organizational committees and performance improvement teams impacting Emergency Services operations.
- Coordinates and facilitates Emergency Department Patient Advisory Council activities and supports implementation of approved recommendations.
Compliance and Regulatory Responsibilities
- Ensures compliance with organizational policies, accreditation standards, and applicable federal, state, and local regulations.
- Oversees Environment of Care rounds and ensures timely resolution of identified issues.
- Maintains departmental readiness for regulatory surveys, audits, inspections, and accreditation reviews.
- Supports organizational quality, patient safety, and risk management initiatives.
Exercises independent judgment and discretion in addressing operational, personnel, patient experience, and compliance-related matters.
-
QUALIFICATIONS
Education
- Bachelor's Degree Healthcare Administration, Healthcare Management, Business Administration, Public Health, Emergency Medical Services, Nursing, Organizational Leadership, or related healthcare field.. Required Or
- Associate's Degree willing to consider an Assocaite Degree with 4 years of experience beyond the requires minimum. Field of study should be in Healthcare Administration, Healthcare Management, Business Administration, Public Health, Emergency Medical Services, Nursing, Organizational Leadership, or related healthcare field.. Required
Licenses and Certifications
- Cardiopulmonary Resuscitation (CPR). . . Required
- PARAMEDIC - Paramedic – Licensed. Nationally Registered Paramedic and/or Mississippi Paramedic Certification. . Preferred
- ACLS. . . Preferred
- PALS - Pediatric Advanced Life Support. . . Preferred
- . Prehospital Trauma Life Support (PHTLS). . Preferred
Work Experience
- 4-6 years. of healthcare, EMS, patient experience, outreach, or related operational leadership experience.. Required
- 1-3 years. One (1) year of supervisory or leadership experience.. Required
Knowledge Skills and Abilities
- Knowledge of healthcare operations, Emergency Department workflows, patient experience principles, and applicable regulatory requirements.
- Knowledge of leadership practices, employee performance management, and organizational policies and procedures.
- Strong leadership, communication, relationship-building, and team development skills.
- Strong analytical, critical thinking, and problem-solving skills with the ability to evaluate data and identify opportunities for improvement.
- Ability to exercise sound judgment and discretion in operational, employee, and patient-related matters.
- Ability to lead change, manage multiple priorities, and drive performance improvement initiatives.
- Ability to establish and maintain effective working relationships with patients, families, providers, staff, EMS agencies, community partners, and organizational leaders.
- Ability to communicate effectively with diverse audiences through written, verbal, and presentation methods.
- Ability to interpret performance, quality, and patient experience metrics and develop action plans to achieve desired outcomes.
- Ability to maintain required licensure, certifications, and continuing education requirements.
Physical Demands
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Standing. Occasionally
- Walking. Occasionally
- Sitting. Frequently
- Lifting/Carrying. Occasionally 20 lbs
- Pushing/Pulling. Rarely
- Climbing. Rarely
- Balancing. Rarely
- Stooping/Kneeling/Bending. Rarely
- Reaching/Over Head Work. Occasionally
- Grasping. Frequently
- Speaking. Frequently
- Hearing. Constantly
- Repetitive Motions. Frequently
- Eye/Hand/Foot Coordinations. Occasionally
Benefits A****vailable
- Continuing Education
- 403B Retirement Plan with Employer Match Contributions
- Pet, Identity Theft and Legal Services Insurance
- Wellness Programs and Incentives
- Referral Bonuses
- Employee Assistance Program
- Medical Benefits
- Dental Benefits
- Vision Benefits
- License + Certification Reimbursement
- Life, Long-Term and Short-Term Disability, Group Accident, Critical Illness and Hospital Indemnity Insurance
- Employee Discount Program
- Other:
- Early Access to Earned Wages
- Tuition Assistance
- Relocation Assistance
- Paid Time Away
- Special Employee Rates at NMMC Wellness Centers
