Manager, MCMC Operations

Medavie Health Services New Brunswick (MHSNB) is the subsidiary of Medavie Health Services responsible for the optimal operation and management of EM/ANB, an integrated organization specializing in the delivery of primary health care services with the goal of facilitating access to quality care so that patients can achieve better health outcomes. MHSNB is fortunate to be able to count on the expertise of its employees who work passionately to build a healthier province.

Our company is currently looking for new team members to support its mission of providing excellence in emergency and community care within our various programs, namely Ambulance New Brunswick, the Extra-Mural Program and NB Health Link. Each advocates for a highly coordinated, quality service offering guided by a goal of continuous improvement across primary health care.

Medavie Health Services is part of Medavie, a health services organization. Together with Medavie Blue Cross, we are committed to providing innovative solutions that will improve the health of all Canadians.

As a not-for-profit organization, Medavie is proud to commit an annual social dividend to the Medavie Health Foundation to support programs and initiatives aimed at addressing some of our country's most pressing physical and mental health care challenges.

We are looking for a Manager, MCMC Operations (Training and Quality Assurance), to help support our growing operation which provides exemplary, highly coordinated primary health care in the right place, from the right provider, at the right time.

The Communication Centre Operations Manager who is focused on Training and Quality Assurance will assist with the overall supervision of the day-to-day operations of the Communication Centre as needed. The manager ensures the accurate and efficient processing of emergency, non-emergency calls as well as the coordination for dispatch of land and air ambulance within the province of New Brunswick. In addition, to the above, is responsible for the development of the risk management and continuous quality improvement program, as well as the leadership and further development of the education and training programs for all aspects of dispatch.

This position manages the MCMC team, which includes the following roles: Critical Care Transport Coordinators, Transfer Coordinators, Emergency Medical Dispatcher Coordinators and Emergency Medical Dispatchers.

In this role, you will be responsible to:

MCMC Operations Manager:

• Provide support to the Emergency Medical Dispatchers, Critical Care Transport Coordinators and Transfer Coordinators in real-time decision making.
• Manage conflict resolution and customer service issues with stakeholders and the public.
• Investigate and respond to incident reports.
• Prepare various operational reports.
• Lead, support, and motivate the Communication Centre team using effective communication techniques.
• Manage human resources within the scope of the collective agreement and corporate policies and procedures.
• Assist with the organization and delivery of stakeholder education packages, as well as assisting with the orientation of new employees.

Training Program Oversight:

• Responsible for overall management and operational effectiveness of programs, through established best practices and standardized operating policies and task responsibilities.
• Ensures the quality of each program through continuous quality improvement efforts including continuous monitoring, evaluation, and recommendations for improvement.
• Works effectively with the Senior Management, Hospital Stakeholders and Medical Directors to ensure priority management of all clinical aspects of our service.

Quality Management:

• Perform quality assurance activities using the Medical Priority Dispatch System Advanced Quality Assurance Program.
• Assist in the development and implementation of quality assurance initiatives to maintain a high-quality service.
• Responsible for administering and managing the company's clinical, quality and risk management program for dispatch.
• Provides leadership in development of a Province-wide approach to quality measurement and improvement.
• Establish and implement necessary communication strategies for the improvement and awareness of quality issues across all departments.
• Provides leadership in development and implementation of performance measurement framework. Establishes partnerships to promote and facilitate measurement of health outcomes.
• Liaise with and work collaboratively with the Directors, Medical Directors, and other members of the Medavie Health Services NB team in the further development of a quality management program.
• Manage the development of a reporting structure for all quality indicators; prepare regular reports on the results; makes recommendations for change as necessary.
• Annually reviews all quality indicators.
• Ensures continuing education and orientation for new employees regarding quality management and related subjects.
• Leads the development of all Clinical quality improvement monitoring processes as described in related Contracts.
• Other related duties as required

Clinical Learning and Education:

• Oversees the development, implementation, and evaluation of annual ANB continuing medical education curriculum and competency management program for dispatch.
• Oversees the development of mentors to ensure the efficient and effective delivery of ongoing educational processes to staff.
• Manage the clinical case review process for dispatchers.
• Liaison with the Provincial Medical Director.
• Provides leadership by maintaining current knowledge of developments of permanent procedures and research in emergency health care.
• Oversees the development of standard clinical assessment processes.
• Oversees the development of new employee orientation process.
• Directs the development and monitoring of clinical feedback systems for dispatch.
• Development of other educational requirements and components as required
• Assist the Director with the operations of the communication center including resources planning, recruiting, and training.

The ideal candidate will have the following education and experience:

• Minimum three years' experience as an emergency medical dispatcher with a minimum of two years of supervisory experience.
• Possess certification as an Emergency Medical Dispatcher and EMDQ through the International Academy of Emergency Dispatch.
• Proven experience working with a quality management system
• Committed to providing stellar levels of customer/patient service and have a passion for business growth within Medavie Health Services NB.
• Skills in leading and developing those who lead others;
• Use a positive and creative approach to problem solving;
• Outstanding communication, negotiating, and dispute resolution skills;
• Working knowledge of various computer programs;
• Written and spoken competence in English is required and spoken competence in French is required.

If you are interested in working with a dynamic team of professionals and possess the necessary qualifications, please apply now.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Health Services New Brunswick is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination and harassment for all employees.