Ambulance Services-Communications Center Manager
Spaulding Hospital-Boston & Cambridge(SRN,SRH,SHC)

Why Choose Mass General Brigham? Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, to teaching and research, and to taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.

General Summary

Under the Direction of the Executive Director, the Ambulance Services-Communications Center Manager is responsible for the managing the day-to-day activities of the Communications Center by monitoring, assisting, and directing the intake, processing, and delivery of ALS, BLS, Chair Car and Mobile Integrated Healthcare (MIH) resources. Manages, evaluates and oversees the Communication Center's overall operations, including call taking, emergency dispatch, training, and/or technical and maintenance services; develops, recommends and implements new and revised policies, procedures and work methods based on user needs and service provider requirements; oversees the implementation of operational directives to ensure efficient operations; provides technical project oversight and management; troubleshoots technical problems. Develops programs and procedures to analyze and evaluate operations. Creates and implements strategies for optimum efficiency and effective utilization of department resources. Prepares detailed and complex reports, briefings and presentations as needed in support of the department functions; designs deployment and response plans for each hour of the week, develops written protocols, policies and procedures. Responsible for effective supervision and administration, including resource utilization, monitoring, staff development and training, performance management, diversity, employee relations, prioritizing and assigning work and related activities. Manages and oversees the center's training programs for new and current employees.

Principal Duties:

• Use/s the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

• Manages day-to-day duties of the ambulance services' communication center. Assure the clinical, operational, and fiscal goals of MGB Ambulance / MIH communications are achieved. Monitors ambulance service demand, analyzes operational performance, and directs adjustments as needed to achieve established goals.

• Develops and implements resource posting and deployment plans, ensures compliance with contracted response times. Recommends program improvements and implements when requested.

• Monitors activity performed by communications center personnel to ensure accuracy and efficiency of performance, including, but not limited to computer utilization, correct radio procedures, and appropriate telephone usage and etiquette. Implements company policies, procedures, and protocols. Ensures that all assigned personnel are informed and perform in accordance with these as well as pertinent Federal, State, and local EMS regulations, and EMD protocols.

• Prepares, analyzes, and reports on clinical, operational, and fiscal data to management and partnering agencies.

• Meets weekly and monthly with Department and other MGB leadership as applicable to discuss program and process updates, and to discuss issues and seek resolutions. Provide updates to all internal department stakeholders to ensure program goals, performance indicators and objectives are being met. Ensures interdepartmental needs are being met by collaborating with department operations managers and supervisors.

• Stays abreast of industry trends, educational needs, and operational needs related to emergency medical services and mobile integrated healthcare; recommends program enhancements, based on data and evidence.

• Recruits, selects, trains, disciplines, discharges, and develops staff; provides structure and guidance in development of staff competency. Provides regular communication to employees including clear job performance expectations, goals, objectives, coaching, and job performance feedback. Ensures annual employee performance evaluations are conducted in a fair and timely manner. Fosters an environment of continuous improvement and employee engagement. Staffs, organizes and schedules the communications center team to leverage maximum labor productivity.

• Participates in the Mass General Brigham Ambulance Services Administrator-on-Call Program.

• Enhances own professional growth and development through participation in company-sponsored training, continuing education, current business and industry publications, in-service meetings, and workshops.

• Treats all information and data within the scope of the position with appropriate confidentiality, including maintaining all policies and practices to protect PHI data and follow HIPAA guidelines.

• Provides excellent customer service and communication to patients, facilities, and corporate departments.

• Keeps well-informed of legislative and regulatory developments, new administrative techniques, and current issues through a commitment to continuous personal and professional development and quality improvement. Instills an awareness of customer service throughout the team.

• Treats all information and data within the scope of the position with appropriate confidentiality, including maintaining all policies and practices to protect PHI data and follow HIPAA guidelines.

• Other duties as assigned.

Qualifications
Why Choose Mass General Brigham? Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, to teaching and research, and to taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.

Required:

• Associate's degree or equivalent combination of education and related experience required.

• 3+ years of experience managing a high-performance EMS system Communications Center, Public Service Answering Point (PSAP), or similar system.

• Experience with ambulance computer aided dispatching systems.

• Proven knowledge of emergency medical service systems, strategic data analysis and telecommunications.

Preferred:

• Preferred CPR certification

• Preferred certification in APCO, PST1, and EMD protocols

• Successful completion of courses and/or certificates by an accredited or recognized public safety training academy related to the following:

o Communications Training Officer

o Public Safety Telecommunicator

o Communications Center Supervisor

• Experience in project management, monitoring progress, identifying and resolving barriers, and providing situational awareness to management.

• Proficiency in Microsoft Excel including PivotTables, advanced formulas, and macros.

• Experience with business analytics tools such as Tableau and Power BI.

• Proficient presenting analyses to senior leadership.

• Proficient in Microsoft PowerPoint, Word, and Outlook.

Skills/Abilities/Competencies

• Ability to successfully communicate (written and spoken) and collaborate with others of different skill sets, backgrounds, and levels, internal and external to the organization. Ability to present facts and analyses to leadership. Ability to effectively conduct meetings, both formal and informal.

• Requires minimal direction from leadership and possesses the ability to learn quickly. Self-starter who can work alone and collaborate within a team environment.

• Strong organizational and problem-solving skills; detail oriented.

• Quality, integrity, and customer service focused with the ability to handle simultaneous projects accurately and within deadlines.

• Ability to consistently and effectively function in a fast-paced environment that includes varying or unpredictable circumstances and numerous interruptions while exercising appropriate interpersonal and critical thinking skills.

Supervisory Responsibilities:

• Manages up to 10+ FTEs

Fiscal Responsibilities:

• No direct budgetary responsibility

• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Working Conditions:

• Local travel to Mass General Brigham sites

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.

• Will be overseeing an environment where hours could be driven by call volume and other workload factors of the communications center.

• Overseeing a department that operates 24/7 365 with rotation work schedules encompassing day, evening, night, weekend and holiday shifts.

EEO Statement
Mass General Brigham is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.