EMS STRATEGIC OPERATIONS OFFICER

JOB CODE: 1935

PAY GRADE: 2260

SALARY RANGE: $52,473 - $88,604

LOCATION OF WORK
Emergency Medical Services

GENERAL DESCRIPTION
Under the direction of a higher classification, the Strategic & Transformation Officer (STO) performs advanced professional work focused on improving clinical systems within Emergency Medical Services (EMS). This role focuses on enhancing the quality of patient care, ensuring documentation accuracy, maintaining compliance with protocols, preparing for accreditation, and facilitating data-driven decision-making. Incumbents in this classification collaborate with internal EMS divisions and external stakeholders to implement transformative projects, align organizational goals, and maintain accreditation standards. Work involves developing, executing, and monitoring programs that improve Key Performance Indicators (KPIs), and mitigate operational, legal, and financial risk through improved clinical workflows, patient care practices, documentation integrity, and compliance oversight. Work focuses primarily on the clinical and medical aspects of EMS operations, which include patient care delivery, adherence to protocols, quality of documentation, support for accreditation, and compliance with related billing requirements. Work is reviewed through periodic conferences and results obtained. Performs other work as requested.

ESSENTIAL WORK TASKS
Collaborates with leadership and stakeholders to foster an innovative culture; identifies opportunities to enhance clinical workflows, patient care practices, documentation quality, and protocol compliance. Evaluates existing processes, technologies, and workflows to identify gaps and inefficiencies; recommends and implements improvements to optimize clinical effectiveness, documentation accuracy, compliance, and operational consistency. Integrates industry innovations by remaining informed of EMS trends, best practices, and emerging technologies, incorporating relevant innovations into the organization's strategy and initiatives. Develops and executes transformative strategies by planning and leading clinical and operational improvement initiatives aligned with EMS goals; guides and facilitates cross-functional teams to ensure effective execution and measurable outcomes. Develops and tracks KPIs to monitor the success of initiatives and workflow improvements; provides data-driven reports and recommendations to executive leadership, which include patient care quality, protocol adherence, documentation quality, compliance findings, and related billing documentation trends. Conducts audits of documentation and workflows using Electronic Patient Care Reports (ePCR) data to identify clinical, documentation, compliance, and billing-related trends and opportunities for improvement; provides targeted education and guidance to staff, supports KPI accuracy, and mitigates risk. Designs and delivers orientation and in-service programs to ensure staff comprehensively understand clinical workflows, patient care documentation requirements, protocol expectations, accreditation standards, and billing-related documentation practices. Leads projects across divisions that enhance clinical operations, improve quality, ensure compliance, support EMS service delivery, and facilitate grants, accreditation, and workflow improvements.; serves as a liaison between internal teams and external stakeholders to drive initiatives and enhance effective communication. Possesses the capability to function as a Paramedic as needed.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of EMS practices, principles, procedures, operational processes, patient care protocols, and service delivery models. Knowledge of change management methodologies for implementing and sustaining organizational change within a municipal EMS environment. Knowledge of electronic patient care reports (ePCR) as they relate to documentation standards, quality assurance, operational workflows, and billing procedures. Skill in developing and executing strategic initiatives and transformative plans aligned with organizational goals with emphasis on clinical improvement, patient care quality, and compliance outcomes. Skill in analyzing systems, processes, and performance metrics (including KPIs) to identify trends, gaps, and improvement opportunities, to support executive-level decision-making, particularly in the areas of patient care delivery, protocol adherence, documentation quality, and billing documentation compliance. Skill in designing, developing, and delivering training programs related to clinical improvement initiatives, protocol compliance, documentation standards, and billing-related documentation requirements. Ability to build strong relationships and work effectively with internal teams, external partners, and municipal stakeholders. Ability to leverage technology and integrate emerging EMS trends, best practices, and innovations to enhance clinical operations, service delivery, documentation accuracy, and compliance. Ability to anticipate and/or identify needs and challenges within an EMS environment and implement innovative solutions. Ability to adapt to changing circumstances, handle multiple priorities, manage ambiguity, and maintain attention to detail and process integrity in a dynamic EMS environment. Ability to express ideas clearly and concisely, orally and in writing, to groups and to individuals, and considerable knowledge of business English for preparing written communications and reports. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS