Manager-Emergency Services Outreach

North Mississippi Health Services; Tupelo (MS); On-site; USD 90,000 - 140,000; Full time

Job summary

North Mississippi Health Services in Tupelo, MS, seeks a Manager - Emergency Services Outreach to lead emergency department outreach initiatives, patient experience programs, and EMS partnerships while guiding assigned personnel and resources.

You will collaborate with internal departments and regional EMS agencies, directing planning, budgeting, and quality improvements to enhance patient experience, throughput, and community engagement.

Responsibilities

• Provides direct supervision and leadership for assigned staff, including scheduling and performance management.
• Directs and evaluates the work of employees to meet operational and quality objectives.
• Participates in departmental planning, budgeting, and performance improvement initiatives.
• Serves as liaison between Emergency Services, EMS providers, and community partners to improve communication and patient transitions.

Skills

Leadership

Communication

Budgeting

EMS partnerships

Job description

Posting Description

We believe a career is more than just a career — it's a calling. Our teammates' "True North" is what calls them to health care; it’s their passion. At North Mississippi Health Services, we believe in helping you leverage and connect that passion with a much greater purpose that impacts people you know and love.

Job Summary

The Manager - Emergency Services Outreach provides leadership and operational oversight for Emergency Department outreach, patient experience initiatives, EMS partnerships, and assigned personnel. This position serves as the primary liaison between the hospital and third-party ambulance providers while fostering collaborative relationships with internal departments, healthcare providers, community organizations, and emergency response agencies. The manager participates in departmental planning, resource allocation, and budget development activities while leading initiatives that enhance patient experience, operational effectiveness, community engagement, and quality outcomes. This role exercises independent judgment and discretion in personnel management, process improvement, stakeholder relations, and operational decision-making.

Leadership and Staff Management

• Provides direct supervision and leadership for assigned staff, including scheduling, work assignment, performance management, and professional development.
• Directs and evaluates the work of assigned employees to ensure achievement of operational, quality, service, and departmental objectives.
• Conducts performance evaluations and provides ongoing coaching, mentoring, and accountability to support employee development and performance improvement.
• Participates in recruitment, interviewing, hiring, onboarding, promotion, disciplinary action, and termination processes and provides recommendations regarding employment decisions.
• Resolves employee relations issues and administers corrective action in accordance with organizational policies and Human Resources guidelines.
• Promotes employee engagement, teamwork, accountability, safety, and a culture of service excellence.
• Establishes work priorities and allocates resources to support departmental goals and organizational initiatives.
• Monitors departmental productivity, attendance, and performance metrics and implements corrective actions as needed.

Department Operations and Resource Management

• Participates in departmental operational planning and budget development activities by providing recommendations related to staffing, equipment, outreach initiatives, and resource utilization.
• Assists leadership in evaluating departmental performance, operational needs, and service improvement opportunities.
• Monitors and analyzes key performance indicators related to patient experience, operational effectiveness, outreach activities, and EMS partnerships.
• Identifies operational challenges and develops strategies to improve efficiency, service delivery, and stakeholder satisfaction.
• Participates in emergency preparedness, disaster response, and community emergency planning activities in collaboration with organizational and community partners.
• Supports implementation of departmental and organizational strategic initiatives.

EMS and Community Partnership Management

• Serves as the primary liaison between Emergency Services, third-party ambulance providers, EMS agencies, air medical services, first responders, and regional emergency response organizations.
• Develops and maintains collaborative relationships with EMS leadership and external stakeholders to enhance communication, coordination, and patient transitions of care.
• Coordinates and facilitates meetings with EMS partners and ambulance providers to review operational concerns, service trends, performance opportunities, and community needs.
• Represents Emergency Services in community, professional, and healthcare organizations to promote organizational objectives and strengthen community partnerships.
• Supports community outreach, injury prevention, public education, and Emergency Services awareness initiatives.

Patient Experience and Service Excellence

• Leads initiatives designed to improve patient satisfaction, patient experience outcomes, and family engagement within Emergency Services.
• Reviews patient satisfaction, complaint, and service recovery data to identify trends and implement improvement strategies.
• Conducts patient and family rounding to evaluate service delivery, address concerns, and identify opportunities for improvement.
• Investigates, resolves, and follows up on patient concerns and service recovery issues requiring management intervention.
• Develops and implements action plans to improve patient experience performance measures and departmental outcomes.
• Supports initiatives designed to improve patient throughput, communication, access to care, and the overall Emergency Department experience.

Communication, Collaboration, and Process Improvement

• Collaborates with physicians, nursing staff, EMS personnel, Trauma Services, ancillary departments, and organizational leadership to achieve operational and strategic objectives.
• Works closely with the Patient Access, Care Coordination, Environmental Services, Security, and other departments to improve patient flow, coordination of care, and operational effectiveness.
• Leads multidisciplinary process improvement initiatives focused on patient throughput, transfer efficiency, EMS integration, patient experience, and service excellence.
• Analyzes operational, quality, patient experience, and utilization data to identify trends and develop improvement recommendations.
• Communicates departmental goals, performance expectations, outcomes, and improvement initiatives to staff and leadership.
• Participates in organizational committees and performance improvement teams impacting Emergency Services operations.
• Coordinates and facilitates Emergency Department Patient Advisory Council activities and supports implementation of approved recommendations.

Compliance and Regulatory Responsibilities

• Ensures compliance with organizational policies, accreditation standards, and applicable federal, state, and local regulations.
• Oversees Environment of Care rounds and ensures timely resolution of identified issues.
• Maintains departmental readiness for regulatory surveys, audits, inspections, and accreditation reviews.
• Supports organizational quality, patient safety, and risk management initiatives.
• Exercises independent judgment and discretion in addressing operational, personnel, patient experience, and compliance-related matters.