Paramedic - Emergency Communication, Training & QA Coordinator

Job Summary:
The Emergency Communications Training and Q/A Coordinator will:

Functions as a Team Leader in the LIFE FORCE Communications Center, ensuring proper staffing of assigned personnel; maintains standard operating procedures;

Reviews all Flight Communications and RMCC records and other episodic documents/records/recordings to assure appropriate documentation and performance standards are met as established for emergency communications related to Erlanger operations, Med-Trans FAA part 135 certificate and billing requirements, State of Tennessee Emergency Medical Services rules and regulations.

Reviews Public Safety Dispatch records related to Security and Engineering requests, Code Calls and 6911 emergency calls to insure quality of service delivery meets expectation.

Participates in recruitment, interviewing, selection and orientation of team members; evaluates their performance relative to job goals and requirements; coach staff and recommend in-service education programs to ensure adherence to internal policies and standards.

Annually reviews and updates LIFE FORCE Communications policies and/or procedures in conjunction with LIFE FORCE Leadership team related to emergency communications operations.

Interprets standards and policies/procedures to insure compliance with EHS policies, departmental policies, FAA and FCC requirements, Tennessee Department of Health, Emergency Medical Services requirements and other external agency requirements.

Coordinates the LIFE FORCE Communications Center participation and compliance with accreditation requirements for the Commission on Accreditation of Medical Transport Systems (CAMTS).

Assures licensure compliance for EMS Communications (LIFE FORCE, MedComm) with Tennessee Department of Health, Emergency Medical Services.

Participates in the Regional Medical Communications Center Advisory Committee meetings, representing MedComm and Erlanger Health System.

Participates in the Tennessee Emergency Medical Services RMCC Manager's Committee, representing Erlanger's RMCC.

Manages supervisor-level access to the Computer Aided Dispatch systems for LIFE FORCE Communications and Public Safety Communications; Tests updates/changes prior to go-live, providing staff education as needed on feature and functionality changes and impacts.

Works with Med-Trans to facilitate system support or changes needed to Computer-Aided Dispatch software, generate reports, provide program-level requirements to Med-Trans and provide appropriate staff training on system changes.

Works with Security and Engineering leaders, nursing leaders and emergency preparedness leaders to facilitate necessary data collection and reporting capabilities in the Public Safety Communications Center.

Develops training material for monthly Emergency Communications Specialist and Public Safety Telecommunicator training program.

Creates and Maintains Staffing Schedule for LIFE FORCE Communications, including PRN staffing and On-Call staff to meet operational needs and budget performance.

Provides entry level Public Safety Telecommunicator training for Public Safety Telecommunicators and insures ongoing training meets standards for public safety answering points and established service delivery levels.

Establishes forward communications operations as needed to support disaster responses or large-scale events, with local Emergency Management representatives on behalf of Erlanger and MedComm.

Serves as an Emergency Communications Specialist or Communications Specialist as needed (must meet all requirements of T3136 - Emergency Communications Specialist).

Education:
Required\:
Graduate of an accredited Paramedic training program.

Preferred:
Emergency Medical Dispatch (EMD) certificate preferred
Associates or Bachelors Degree

Experience:

Required:
A minimum of five (5) years emergency medical field experience
A minimum of three (3) years continuous experience as an FAA Part 135-certificate Rotor-Wing Flight Follower.
Experience with computer aided dispatch program administration, automatic vehicle location tracking systems, electronic patient care record systems or electronic health record systems and audio logging recorder systems.
Experience managing Automatic Call Distribution / Call Center Telecommunications systems.
Experience must reflect general knowledge in pre-hospital EMS practice and skills, incident command system utilization, emergency management, emergency communications and air medical operations.

Preferred:
MS Office, Scheduling Systems, Webhosted training system, related software
Supervisory experience in EMS or other public safety discipline
Experience working in a hospital emergency department or other healthcare outpatient setting

Position Requirement(s)\: License/Certification/Registration
Required:
Current licensure to practice as a Paramedic in the State of Tennessee.
APCO Certified Public Safety Telecommunicator
APCO Public Safety Telecommunicator Instructor
Current BLS certification
FEMA ICS Courses\: ICS-100, ICS-200, ICS-700, ICS-800 level courses (within 60 days of employment)
Valid Driver's License

Preferred:
Nationally Registered Paramedic
Certified Flight Communicator
ITLS or PHTLS
PALS or PEPP and ACLS
FEMA ICS Courses\: ICS-300, ICS-400
FEMA Communications Unit Leader (COML) Certification

Department Position Summary:

Functions as the Team Leader for daily activities within the LIFE FORCE Communications Center, ensuring proper staffing of assigned personnel; maintains standard operating procedures.

Reviews performance improvement indicators and CAD data for accuracy, completeness of documentation, and audit filters.

Reviews Public Safety Dispatch records, requests-for-service of Security and Engineering, Code Calls and 6911 emergency calls, and ancillary telecommunications records to insure quality of service delivery meets expectation.

Provides follow-up with LIFE FORCE Leaders, physician leaders and staff regarding complaint investigation and resolution.

Coordinates LIFEFORCE Communications Quality Assurance / Performance Improvement program.

Participates in hospital education programs and development

Participates in continuing education programs about air medical programs, EMS and communications.

Develops, implements and evaluates policies, procedures and protocols for Emergency Communications and Air Medical operations.

Responsible for interpreting data and implementing process improvement.

Establishes effective working relationships with members of the hospital community, emergency medical services and 911 / PSAP community.

Possesses sound judgment and organizational ability

Possesses and demonstrates above-average written and oral communication skills

Coordination of public relations, marketing, and outreach education for the LIFE FORCE Communications Center in conjunction with the Public Relations/Marketing Department and the LIFE FORCE Business Development Managers.

Participates in budget preparation and management.

Functions as a representative of EHS with local and state officials.

Serves on EHS Committees and State Committees as assigned by the Emergency Communications Manager and/or LIFE FORCE Leadership team.

Accurately maintains federal, state, local and EHS records.

Reviews all required paperwork and reports for completion and accuracy.

Trouble shoots computers and radio / electronic equipment

Manages the LIFE FORCE Communications Center's Quality Management Program.

Prepares weekly, monthly, and annual departmental performance reports for LIFE FORCE Communications and Public Safety Communications.