EMS Liaison

The EMS Liaison will act as the primary communication bridge between emergency medical services (EMS) providers and the hospitals, serving as the hospital advocate and fostering partnerships, facilitating smooth patient transfers, improving clinical workflows, and strengthening relationships both within the hospital, local EMS partners, and the greater community.

The EMS Liaison will perform all duties in accordance with applicable federal and state laws and organizational policies, including HIPAA privacy and security requirements and EMTALA obligations where applicable. Outreach, education, and relationship-building activities must be conducted in a manner that supports clinical coordination and quality improvement and must not be conditioned on, or intended to induce, the volume or value of referrals or transports. Any items of value (e.g., meals, gifts, sponsorships, or recognition) must comply with organizational compliance guidance and receive required approvals.

Basic Qualifications

• Possess EMT, Paramedic (preferred), or other healthcare related certifications/licensure.
• 2+ years of EMS or healthcare clinical experience or business development experience preferred.
• BLS Certification.
• Demonstrated ability to follow organizational compliance requirements, including HIPAA privacy and security standards and EMTALA-related policies where applicable.
• Functional knowledge in MS Office applications as well as common EMS software applications.
• Strong understanding of ambulance operations and healthcare systems
• Excellent communication and relationship management skills

Essential Job Functions

• Serve as the primary liaison and advocate between the hospital and local, regional, and state EMS agencies, maintaining strong, positive relationships.
• Partner with EMS agencies and medical directors to support performance improvement initiatives, quality review, and service line excellence.
• Develop and maintain collaborative relationships with EMS stakeholders within the hospital's service area to support clinical coordination, patient safety, and quality improvement; identify opportunities for process improvement consistent with organizational strategy and compliance requirements.
• Provide educational information to EMS providers regarding hospital services, specialty capabilities, and access processes to support appropriate destination decision-making and efficient patient handoffs; communications must be accurate, non-misleading, and not tied to referral volume or market-share goals.
• Coordinate and deliver EMS educational programs and recognition activities (e.g., EMS Week, Hospital Week) in accordance with organizational compliance policies, including gifts/entertainment limits, documentation requirements, and any required pre-approvals.
• Conduct regular site visits with EMS agencies and facilities to ensure satisfaction, address service concerns, and strengthen partnerships.
• Track, analyze, and report EMS operational and quality metrics and feedback to support performance improvement. When sharing information externally, use de-identified or aggregate data where appropriate and limit any patient-specific information to the minimum necessary and permitted by law, policy, and applicable agreements.
• Work closely with Emergency Department leadership to ensure accurate data capture, monitoring, and resolution of EMS‐related issues.
• Ensure service line quality, including processes, services, and satisfaction, in alignment with facility, market, and national quality standards and best practices.
• Support hospital disaster preparedness efforts, including planning, training, equipment coordination, and serving as a liaison with public safety agencies.
• Assist with planning and response for on‐campus emergencies involving visitors or staff.
• Manage and support projects aligned with hospital operational objectives, patient access, quality, and service line performance, consistent with organizational policies and compliance requirements.
• Analyze customer service and performance data, recommend corrective actions, and notify hospital leadership (Administrator and Medical Director) of significant concerns.
• Regularly update leadership on the status of initiatives, performance metrics, and improvement efforts.
• Serve as an active member of regional EMS committees and subcommittees and remain current on local, state, and national EMS issues.
• Foster strong internal and external relationships while identifying process and service improvement opportunities that support patient safety, hospital operations, and risk management objectives in a compliant manner.
• Partner with Market Business Development Manager on community education and outreach activities consistent with organizational marketing and compliance policies; ensure messaging is accurate and not intended to induce referrals or influence patient destination decisions inappropriately.

Other Job Functions

• Attend staff meetings or other company sponsored or mandated meetings as required
• Travel to all facility locations as required
• Perform additional duties as assigned
• Ability to work off-hours and on call when required