Community EMS Liaison

Summary

The Community EMS Liaison is charged with managing and growing the day-to-day relationships with our EMS partners. The employee will work closely with the Hospital's EMS Medical Director to support their role and responsibilities and to actively grow Affiliate services and manage other EMS business and relationships through formal contractual relationships. The Community EMS Liaison will serve as a Liaison to the hospital's Executive Team on all matters involving EMS operations.

The employee will actively work to improve collaboration, integration, and coordination with area EMS services. The employee is responsible for the design, implementation, evaluation, and management of initiatives to facilitate the successful integration of service excellence standards throughout the facility. Serves as a liaison between hospital, in-patients, and hospital-based physicians to enhance patient and physician satisfaction. Works to increase operational effectiveness to improve customer satisfaction, promoting growth and process improvement.

• Consistently supports and communicates the Mission, Vision and Values of St. Joseph Medical Center.
• Follows the St. Joseph Medical Center. Guidelines related to the Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI).
• Serve as a liaison between the Hospital and area EMS agencies on issues related to EMS and hospital operations.
• Actively participate in internal and external meetings related to advancement of EMS service line.
• Manage and grow EMS Affiliations within the hospital's area services.
• Assist Hospital's EMS Medical Director with administrative functions.
• Affiliation Agreement management and coordination.
• EMS Grand Rounds preparation and administrative oversight
  -EMS Provider Credentialing
  -EMS Care investigations
  -EMS Medical Director/Service/Provider relationships and DPH reporting.
• Coordinate EMS educational classes for area EMS providers
• Work with hospital emergency department leadership to assure proper data capture on EMS relevant metrics.
• Work with hospital emergency department leadership on issues related to EMS.
• Monitor EMS metrics/data for trends or issues.
• Promotes a culture of safety for patients and employees through proper identification, proper reporting, documentation, and prevention of medical errors in a non-punitive environment.
• Supportive of the compliance program set forth by SJMC and demonstrated by Upholds the Code of Ethics and Corporate Compliance.
  
  - Adheres to dealing appropriately and fairly with employee misconduct.
  
  - Enforces all compliance policies as they pertain to his/her area.
• Provides and assures timely compliance education as requested by the Regional Compliance & Safety Officer and/or through corporate initiatives.
• Plan and Manage the Customer Service Program Writes overall customer service plan for the hospital, complete with objectives, strategies and tactics.
• Conducts ongoing needs assessments to determine areas for improvement.
• Communicates the Star Power program to employees.
• Regularly updates management on the status of initiatives. Coordinate and promote EMS recognition events (EMS Week, Hospital Week, etc.).
• Remain knowledgeable on local, state, and national EMS issues.
• Positively promote SJMC commitment to EMS in all of the above duties. Sits on and is an active member of regional EMS committee and subcommittees.
• Managing projects in support of hospital business objectives.
• Trains all staff on customer service skills Ensures all employees receive an annual update on customer services skills.
• Provides in-services to departments to enhance the customer service skills of the staff.

• Presents service topics to management staff periodically.
• Monitors and evaluates patient satisfaction.
• Analyzes summary reports and presents data to management staff.
• Shares data with Quality, identifying areas for quality improvement.
• Acts as Service Consultant Provides service coaching and counseling on a one-to-one basis upon request and/or as needed.
• Promotes staff recognition and positive morale.
• Regularly promotes and educates staff on this program.
• Assists departments in creating department recognition programs.
• Organizes special activities and events as needed to increase morale.
• Analyzes, reviews, and proposes appropriate actions based on customer service / HCACHPs data.
• Develops a culture of accountability and follows-up with departments who are unable to meet goals.
• Reports to the assigned "O" for further improvement opportunities with individual departments.
• Participate with the Magnet application process and assist in the magnet journey with nursing leadership.
• Distinguish methods for achieving and sustaining change for improvement with nursing sensitive quality measures. Presents service topics to management staff periodically.
• Monitors and evaluates patient satisfaction. Analyzes summary reports and presents data to management staff.
• Shares…