Manager - Outreach Services

Position Summary:

The EMS and Community Relations Manager serves as the primary strategic link between hospital leadership and regional Emergency Medical Services (EMS) agencies and hospital Emergency Departments. This role is responsible for developing, maintaining, and strengthening relationships with EMS providers and regional hospital specialty care needs to support patient access, clinical collaboration, operational alignment, and growth of emergency and specialty service lines, as well as UT LIFESTAR. This role works collaboratively with hospital executives, emergency department leadership, pertinent Center of Excellence (COE) leaders, air medical teams, and community partners to enhance prehospital integration, improve patient throughput, and facilitate an environment conducive to EMS operations.

This position supports system-level initiatives that improve care coordination across the continuum, reduce barriers to hospital utilization, and support specialty services such as NICU, ECMO, and high-risk OB (HROB) to promote high-quality patient outcomes through evidence-based collaboration with prehospital clinicians.

Strategic Relationship Management

• Develop and maintain strong working relationships with EMS agencies, fire departments, and prehospital leaders across the hospital's service area.
• Serve as the primary point of contact between hospital leadership and EMS providers.
• Identify opportunities to improve collaboration, communication, and alignment between hospital and prehospital systems.
• Represent the hospital at EMS leadership meetings, state and regional regulatory meetings, training events, and professional conferences.
• Facilitate problem resolution related to EMS operations, hospital processes, and interagency coordination.
• Promote hospital specialty care services such as NICU, ECMO, high risk OB, and other specialty services as appropriate.

Growth and Market Development

• Support and engage EMS agencies and prehospital stakeholders.
• Identify opportunities to increase utilization of service lines across all Centers of Excellence, including trauma, cardiac, stroke, NICU, HROB, ECMO.
• Monitor market trends and activity affecting EMS transport patterns.

Clinical and Operational Collaboration

• Coordinate with emergency department and COE leadership to address operational barriers affecting EMS offload times and patient flow.
• Assist with implementation of initiatives designed to improve EMS patient handoff efficiency.
• Facilitate communication between hospital clinical teams and EMS providers to improve continuity of care.
• Support integration of new clinical programs or protocols affecting prehospital care pathways.

UT LIFESTAR Program Collaboration

• Partner with UT LIFESTAR leadership to support program visibility and utilization.
• Assist with outreach to referral sources regarding air medical capabilities and activation criteria.
• Promote coordination between ground EMS agencies and air medical transport teams.
• Support community education related to appropriate utilization of helicopter EMS resources.

Data Analysis and Performance Monitoring

• Monitor EMS transport trends and referral patterns.
• Identify opportunities for improvement based on transport data and market intelligence.
• Assist leadership in developing strategies to improve EMS satisfaction.
• Participate in performance improvement initiatives related to EMS operations and patient outcomes.

Position Qualification:

Education

• Bachelor's degree required
• Master's degree preferred

Required Experience

• Clinical background in Emergency Medical Services (EMS), emergency medicine, or a related healthcare field
• Minimum of five (5) years of progressive experience in EMS, emergency medicine, hospital outreach, or related environments
• Demonstrated ability to build and maintain collaborative relationships with healthcare providers, referral partners, and community stakeholders
• Strong communication, presentation, and relationship management skills
• Working knowledge of prehospital care systems, EMS operations, transport logistics, and emergency department workflows
• Ability to effectively engage diverse clinical, operational, and executive stakeholders

Preferred Experience

• Experience in hospital operations, strategic outreach, business development, or market growth initiatives
• Experience working with trauma centers, specialty programs, regional referral networks, or air medical services
• Leadership, project management, or program development experience
• Experience supporting performance improvement, quality initiatives, or operational process enhancement

Equivalent Experience

• Relevant combinations of education, clinical training, and professional experience may be considered in lieu of specific degree requirements where appropriate.

Licensure, Certification, and Registration

• Completion of an accredited Nursing or Paramedic program required
• Basic Life Support (BLS) - Healthcare Provider certification required
• Valid Tennessee Class D Driver's License required

Core Competencies

• Strategic relationship management
• Community engagement and outreach
• Clinical operations understanding
• EMS systems knowledge
• Growth and market development
• Communication and presentation excellence
• Cross-functional collaboration
• Performance improvement and operational problem-solving