Position Type:

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Closing date:

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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.

There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.

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Nature and Scope:

Reporting to the Supervisor of Interprofessional Practice and Programs, the TeleHealth Reporting and Compliance Specialist supports the TeleHealth quality program by preparing the reports, audits and presentations required by TeleHealth leadership for contractual compliance, internal and external reporting as well as supporting the TeleHealth quality committee.

Actively involved in the call monitoring program by completing routine auditing and co-leading regular non-clinical calibration sessions with leadership ensuring consistent call monitoring standards are being applied by reviewing the process and call monitoring tools in place.

The Reporting and Compliance Specialist works with the data management team and leadership to understand data requirements that are used for performance reporting, operations, quality management, privacy, and risk management.

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.

This position may be eligible for work from home within Nova Scotia, based on employee performance and following Medavie’s Flexible Working Arrangements.

Duties and Responsibilities:

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

• Support the overall TeleHealth Quality Improvement Program monitoring and feedback program

Align internal monitoring with external patient and client feedback

In collaboration with the Supervisor of Interprofessional Practice and Programs, review interactions and provide trend analysis

Collect quality data to compile and track performance at the individual and team level

Timely & accurate response to quality and ad hoc data requests

Identify data quality issues and make recommendations to support improvement

Liaise with colleagues within the greater EMC quality portfolio

Co-chairs the TeleHealth Quality Committee and completes all necessary reports/audits/presentations

Responsible for preparing appropriate presentations and completion of requested quality information/audits for TeleHealth committees, including the Clinical Advisory Committee and Patient Family Advisory Committee.

Maintain, review and provide updates on all relevant quality trackers for frontline staff

Tracking of Accreditation standards and information applied to standards

Monitor 811 and TFNS feedback emails and escalate as appropriate

TeleHealth Call Monitoring Program:

Participate in program review as required and review of call monitoring tools and process

Completes regular clinical/mental health calibration session reports

Co-leads regular non-clinical calibration sessions with all relevant leadership ensuring consistent call monitoring standards are being applied

Completes monthly non-clinical audits

Completes ad-hoc reports/audits concerning guidelines, user calls, and familiar voices as required

Tracking and maintaining quality and privacy incidents

Review and investigate all QI (Quality Improvement) forms

Maintenance, tracking and updating of all incidents within the CAPA log

Escalates any high priority or time sensitive QIs in a timely manner

Process document archival activities, including document scanning, filing, retrieval, and coordination, as applicable within the support role

Data Management and Reporting

Run reports and gather information from various internal and external software systems

Assist with compiling information into monthly, quarterly and ad hoc reports, dashboards, and presentations related to trends, issues, quality monitoring metrics, service levels and incidents.

Work with key staff members to understand data requirements that will be used for: performance reporting, quality management and risk management reporting, ad hoc reports and data requests

View and clean data, analyze as appropriate and report findings in formats that are meaningful and impactful

Works with the data management team to complete required contractual government monthly, quarterly, yearly and ad hoc reports.

Visualize, organize, manipulate and interpret data, analyzing results using statistical techniques (largely descriptive analyses)

In collaboration with the Supervisor of Interprofessional Practice and Programs and other team members, participate in quality assurance activities

Work with subject matter experts, as applicable, to ensure data and findings are valid and meaningful.

Additional Responsibilities:

·         Assist in compiling and packaging all information for PHIA requests

·         Compile additional data, as required for customer and relevant partners

·         Create and deliver appropriate training presentations for non-clinical Quality Assurance and Improvement Initiatives.

Knowledge and Skills:

Strong interpersonal and customer service skills

Excellent communication skills (verbal and written)

Strong analytical and critical thinking abilities

Demonstrates strong time management skills by organizing tasks effectively and meeting all deadlines

Demonstrates sound judgment by effectively identifying and escalating issues in a timely and appropriate manner

QUALIFICATIONS AND REQUIREMENTS:

Experience and education

Bachelor’s degree in Computer Science, Computer Systems, or an Information Technology diploma; an undergraduate degree in Business, Health or Public Administration will also be considered. An equivalent combination of education and relevant experience may be considered.

Minimum of one (1) year experience with large information databases, including data manipulation, analysis and reporting is required.

Familiarity with other programs, such as SQL and IBM Cognos are a strong asset.

Demonstrated proficiency in Microsoft Excel, including advanced functions and pivot table development, to support data analysis within the TeleHealth environment.

Experience in analytics performance improvement, program evaluation, quality assurance, research or similar role(s), ideally in an organization of substantial size, complexity, and diversity, is a strong asset.

Experience using statistical analysis software (SPSS, SAS, etc.) is a strong asset.

Experience with managing electronic health records is an asset.

Experience with updating webpages with relevant software (Microsoft SharePoint) is an asset.

Familiarity with the health care industry is an asset.

Physical Requirements:

The employee will spend various periods of sitting, standing, walking, crouching, lifting, and/or carrying light objects. The employee is required to maintain one position for possible long periods of time, such as sitting at meetings, or at a desk setting. The employee will be reading data or inputting data, report writing, operating a word processor, computer, calculator, and talking on the telephone. The employee will use and have exposure to general office equipment such as fax, photocopier, printer, and personal computer. The exposure to low to moderate noise levels.

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Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.