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General Summary of Position
Under the direction of the AVP of Clinical Operations, the Manager is responsible for leading a team of professionals within the MedStar Transport Communications Center. This role plays a crucial role in impacting the efficiency and effectiveness of MedSTAR Transport operations and is pivotal in ensuring that MedSTAR Transport can deliver high-quality, timely, and coordinated medical transport services, ultimately impacting patient safety and organizational efficiency. A key part of this role is assisting in developing policies and procedures to ensure efficient operations and participating in departmental planning. The Manager acts as a resource regarding service delivery and other related practices. The Manager works with internal and external partners to determine service level requirements and evaluate and resolve process issues. The Manager collaborates with program leaders and enterprise users to define deliverables supporting organizational strategies and goals. The Manager oversees the Communications Center budget and uses organizational skills to manage projects and strategy effectively. Primary Duties and Responsibilities
Coordination and Dispatch: The communications center is the hub where medical transport requests are received, evaluated, and dispatched. The manager ensures that highly trained personnel are available 24/7 to rapidly and accurately process incoming calls and requests. Timely dispatching reduces response times, which is critical for patient outcomes. Uses deep understanding of medical transport systems to collaborate effectively with the MedStar Transfer Center and Medical Triage Officers, forming a dynamic team that drives capacity management and patient movement within a large, complex health system.Resource Management: A key responsibility is ensuring that the appropriate resources-such as helicopters, ambulances, and medical staff-are assigned based on urgency, location, and type of medical need. The manager oversees the allocation of these resources, optimizing their use and ensuring no assets are over- or underutilized, thus maintaining both cost-efficiency and readiness. Assures appropriate 24/7 staffing with routine and on-call schedules. Assures excellent customer service and professional behavior. Assures procedures and policies are followed.Technology Utilization: The manager ensures that communication systems and technology platforms are reliable, secure, and up-to-date. This includes GPS tracking, real-time communication between medical teams and hospitals, and efficient data entry into computer aided dispatch (CAD) records. Assures appropriate configuration, maintenance, and use of telephone and radio equipment. Assures adherence to FCC (and other applicable government agencies) rules and regulations. Maintains all FCC and regulatory licensing. Leveraging technology effectively minimizes delays and errors.Communication Flow: The manager is responsible for ensuring clear and effective communication between all parties involved-pilots, medical teams, hospitals, and emergency services. By fostering seamless communication, the manager reduces miscommunication risks that could lead to operational inefficiencies or compromised patient care.Training and Protocols: The manager ensures that staff are well-trained and follow established protocols, particularly for time-sensitive situations like trauma or critical care transport. By maintaining high training standards and regularly reviewing protocols, the manager enhances operational consistency and quality. Assures procedures and policies are followed.Quality Control and Continuous Improvement: The manager monitors performance metrics such as response times, on-scene times, and patient outcomes. They use this data to identify areas for improvement, implement changes, and refine processes that boost overall operational efficiency and effectiveness. Assures appropriate documentation of requests and provides regular reports on patient transfers and transports.Creates and maintains a MCC quality assurance program in accordance with program goals and Commission on Accreditation of Medical Transport Systems (CAMTS) standards. Champions performance improvement activities through problem identification, assessment, data gathering, change implementation, and evaluation of outcomes to continually improve quality standards and initiatives for the department. Is actively involved in all aspects of patient safety in the department including but not limited to sentinel event monitoring and reporting, Conducts Root Cause Analysis, DNV requirements, incident reporting, medication safety policies/procedures, and assures workplace safety for employees.In collaboration with leadership, manages departmental strategic planning on an annual basis, making necessary changes and adjustments throughout the year to meet new or changing priorities; includes concentrated focus on assigned team duties and outcomes.Develops and contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Reviews departmental policies and procedures on an annual basis.Develops, analyzes, and interprets department-based budgeting within assigned unit. Maintains staffing and scheduling, and resource utilization within budgeted targets for the responsible unit.Will ensure that all standards of the Commission on the Accreditation of Medical Transport Systems (CAMTS) are met or exceeded.Responsible for the development and implementation of a competency-based orientation and recurrent training program for all communications center associates.In addition to annual performance evaluations, is responsible for periodic, timely check-ins with all direct reports and supports the professional growth associates.Utilizes relationship building skills to influence behaviors in the department. Actively listens, provides feedback, and inquires and validates by communicating with others. Facilitates effective groups for the delivery of care and for collaborating with other disciplines.Maintains communications specialist competencies and periodically operates as a communication specialist (covering breaks, during peak demand, etc.) to maintain skills and experience current /demands.Stays current with advancements in the industry and strives to maintain the MCC as a state-of-the-art communication center.Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
Minimum Qualifications
Education
- Bachelor's degree Leadership or related field. required
- One year of relevant education may be substituted for one year of required work experience.
Experience
- 3-4 years Progressively more responsible job experience in a communication center or related field required and
- Experience in a health care related industry such as EMS or health systems. required and
- Prior supervisory or management experience required and
- CAD experience, particularly with Flight Vector strongly preferred
- One year of relevant professional-level work experience may be substituted for one year of required education.
Licenses and Certifications
- Certif Flight Comm from IAMTCS - CFC Or equivalent. within 1 Year required and
- EMT - Emergency Medical Tech Current certification/license as an EMT preferred or
- LP - Licensed Paramedic Current certification/license as a paramedic preferred or
- RN - Registered Nurse - State Licensure and/or Compact State Licensure Current certification/license as a registered nurse preferred
Knowledge, Skills, and Abilities
- Excellent verbal and written communications skills.
- Excellent personnel management and interpersonal skills.
- Excellent keyboard and data entry skills.
- Proficient in Microsoft Word and Excel.
- Understanding of Quality Assurance and Process Improvement processes.
- Understanding of telephone and radio systems.
This position has a hiring range of $37.25 - $63.13
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MedStar Health
Nov 08, 2024