Special Patient Program Lead

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 Manager of Interprofessional Practice & Learning, the Special Patient Program (SPP) Lead shall be responsible for oversight of the EHS SPP, supporting the promotion of safe and effective person-centred care.

The incumbent will be responsible for, but not limited to, processing, amending and approving SPP applications, promoting the program within and outside of EMCI, overseeing revisions to the SPP process, developing care plans, and collaborating with patients, families, and healthcare providers. The SPP Lead shall work in close collaboration with Interprofessional Practice & Learning, Risk and Patient Safety, and Operations Divisions to ensure the success and sustainability of the SPP.

The incumbent will work directly with ground operations, the Medical Communications Centre, EHS physicians, Nova Scotia Health, and other partners to proactively identify patients requiring care and/or response plans and develop appropriate plans accordingly. The SPP Lead will also collaborate with EHS physicians to identify the need for, and development of, care plans.

The SPP Lead must have good organizational and computer skills and are able to work on their own with little supervision.

As an employee of EMC, the SPP Lead will be 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.

Though the position is listed as being in Dartmouth, it may be possible to work from anywhere within the province.

Duties and Responsibilities

Special Patient Program Care Plan Coordination and Management

Responsible for the review, development, implementation, and ongoing management of SPP enrolments and care plans. This includes, but is not limited to:

•  Reviewing and processing enrolment requests, including approvals and denials.
• Developing, revising, and maintaining clinical and operational care plans.
• Analyzing call and patient data to identify opportunities for care plan
• enhancements.
• Collaborating with healthcare providers, EHS Clinical Teams, EMC leadership, and external partners to ensure care plans are accurate, complete, and responsive to patient needs.
• Supporting program reporting and monitoring enrolment trends and outcomes.

Communication, Collaboration and Education

Act as a key liaison for internal and external partners regarding SPP activities and initiatives. This includes, but is not limited to:

• Communicating with healthcare providers, patients, families, partner organizations, and EMC teams.
• Providing education, guidance, and support related to the SPP for internal staff.
• Providing education, outreach, guidance and support related to the SPP for external partners and communities.
• Collaborating with EHS physicians, Nova Scotia Health, and other partners on complex care planning.
• Working directly with ground operations and the Medical Communications Centre to proactively identify patients requiring response plans and developing appropriate plans.
• Participating in committees, working groups, and program-related initiatives.
• Keeping leadership informed of program activities, issues, risks, and opportunities.

Program Administration and Operational Support

Oversee and coordinate the administrative and operational functions required to support the effective delivery of the SPP. This includes, but is not limited to:

• Providing direction and guidance to the SPP Administrator.
• Maintaining accurate enrolment records and tracking patients through the care plan lifecycle.
• Entering, updating, validating, and maintaining program data and documentation.
• Developing, maintaining, and updating program processes, procedures, work
• instructions, and related documentation to support consistent program delivery.
• Monitoring inventory levels and coordinating the ordering of required program materials in a timely manner.
• Performing and overseeing program administration functions, including coverage during employee absences. This work includes:
  • Preparing and distributing correspondence, mailings, and program materials.
  • Maintaining organized electronic records and shared filing systems, ensuring they are up to date, clearly titled and free of unnecessary documents.
  • Supporting operational efficiencies and ensuring administrative practices align with established program processes and standards.
  • Assisting in the creation and dissemination of faxes and mailouts, which includes template completion, printing, packaging, mailing and faxing of material.

QUALIFICATIONS AND REQUIREMENTS

Education / Experience:

• Regulated Healthcare Professional within Nova Scotia required; Paramedic or Registered Nurse preferred
• Experience working in a healthcare setting and with sensitive information is required
• Computer applications experience is required
• Previous quality assurance experience is an asset
• Experience with public speaking is an asset
• Familiarity in working with confidential information is an asset
• Participation in committees and/or working groups is an asset
• Working as part of a collaborative care team involving multiple disciplines is an asset

Knowledge & Skills: 

• Leadership skills
• Strong analytical, problem solving and organizational abilities are required
• Demonstrated ability to work independently and with others to achieve program goals
• Able to maintain a positive, supportive and inclusive attitude
• Understanding of medical terminology is required
• Ability to handle confidential and sensitive issues with tact and discretion
• Understanding of the EHS CPGs, protocols, and policies is a strong asset
• Understanding of EMC policies and directives is a strong asset
• Proficiency in the use of computers and information systems, including Microsoft Office applications, particularly MS Word, PowerPoint and Excel is required. Familiarity with using Access or other databases is an asset.
• Exercises a significant degree of discretion in the decision-making process.
• Engages team members in decision-making and for collaborative solutions.
• Proficient time management skills to meet deadlines
• Exemplary customer service and communication abilities, including written, oral, and presentation skills are required
• Strong interpersonal skills to build good working relationships with internal and external partners
• Candidates must recognize their own personal development requirements and demonstrate tangible efforts to continuously improve

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While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

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.