Supervisor, Medical Communication Centre

4 weeks ago

Dartmouth, Canada Medavie Health Services Full time

Position Type:
Permanent

Closing date:
2023-05-31

Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.
- This is a supervisory position ("management level capacity") responsible to manage staff and systems to meet the performance requirements of the ambulance service in the Communications Centre. Major operational and human resource components of this position include establishing service direction, building staff capabilities, and implementing changes to improve service levels. Assessing and improving overall service area performance is expected - both current and long-term to meet company objectives. The fundamental supervisory skills required include: demonstrated leadership, planning, organizing, directing and motivating staff. The overall general role of this position is to direct and control the workforce in a positive manner.
- This supervisory position will take direction from and act in conjunction with the Manager Medical Communications Center. In a capacity covering a broad range of duties, the mission will be to keep the overall operational status of the Medical Communications Centre fully functional while engaging and supporting the frontline staff. The incumbent positively communicates company philosophy and policy so that there is shared realization of the company's goals in the operational area.
- As an employee of EMC we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

What you'll do

**Responsibilities**:

- Duties and Responsibilities:

- The position entails, but is not limited to the following:

- Oversee clinical oversight in absence of Clinical Support Paramedic
- Oversee daily operations within the Medical Communications Centre
- Ensure the Regional Watch Commander is apprised of incidents that have operational impacts, positively or adversely
- Mediate issues with external agencies (Police, Fire, PSAPS)
- Mediate issues with hospitals and long term care facilities
- Mitigate safety issues
- Interact daily interactions with regional Watch Commanders
- Oversee daily transfer flow
- Oversee SSP status
- Coordinate long haul requirements for following day in absence of Transfer Coordinator
- Manage MCC staffing issues outside of Scheduling department hours
- Oversee emergency situations (Evacuations, Storm protocol, MCIs)
- Troubleshoot minor technical issues
- Troubleshoot and problem solving for day to day issues
- Assist with call auditing as required
- Augment staffing complement as required
- HUMAN RESOURCES
- Provide Staff Development for Communications Officers and Transfer Administrators, in conjunction with Performance & Development department
- Provide mentoring and training for Senior Communications Officers
- Support the Communications Centre succession planning initiatives
- Interact daily with Communications Officers and Transfer Administrators
- Ongoing performance management for Communications Officers and Transfer Administrators
- Conduct biannual Performance Appraisals with Communications Officers and Transfer administrators
- Meet with assigned staff for scheduled touchpoints
- Support the Communications Centre Recruitment and Retention strategy
- Conflict resolution

What you'll need

**Qualifications**:

- QUALIFICATIONS AND REQUIREMENTS:

- Education / Experience:

- Five (5) years' experience working as a Medical Communications Officer.
- Three (3) years' or more in a progressively responsible leadership position.
- Formal business training and/or university diploma or degree is an asset.
- Approved p

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