Job Description

Position Type: Permanent
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Closing date: 2025-08-07
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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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The Supervisor Interprofessional Practice and Programs-TeleHealth is an experienced Clinician who is responsible for the day-to-day oversight of the TeleHealth quality management program, accreditation, privacy and risk mitigation activities to ensure the provision of quality patient care meets clinical, contractual, legislative and organizational obligations. The incumbent supervises the review, validation, and evaluation of call processes and client services, supports risk-mitigation and sentinel events resolution with health industry stakeholders, including members of the public. This position is responsible for leading TeleHealth Senior Analyst Quality Assurance. The supervisor will work closely with the TeleHealth Leadership team, Medical Advisor, Clinical Advisory Committee, clinicians, support staff and other stakeholders.
Quality Management

• Provide leadership and support to the TeleHealth quality management program.
• Oversee the day-to-day coordination of TeleHealth's clinical auditing program.
• Ensure a client and family centered care approach and philosophy is incorporated and maintained within TeleHealth.
• Utilize quality control information (e.g. audits, occurrence reporting) to follow up and improve clinical program processes.
• Supports the development and review of TeleHealth policies, protocols and procedures.
• Incorporates quality assurance trends into education programming, in collaboration with the TeleHealth Leadership Team.
• Participates in and support research and data requests as required.
• Conduct clinical audits and participate in clinical investigations including root-cause analysis.
• Provides support in the development and/or revision of the ongoing monitoring and feedback program.
• Supports the execution and review of scheduled audits of programs, departments and other systems within the TeleHealth business.
• Supports the review, validation, and evaluation of call processes and client services.
• Oversee the regular review of all call monitoring tools and processes.
• Support all client /patient /stakeholder related service inquiries, including requests and issues relating to privacy.
• Provide guidance on operational and clinical as required.
• Utilize quality control information to follow up and improve program processes.
• Work with the TeleHealth leadership team to update, change or modify clinical content from a quality perspective.
• Oversee and review for accuracy Quality Committee, Department of Health, quarterly quality reports and adhoc reports as required.

Be a member of TeleHealth project teams as required in developing new processes as it relates to enhancements and or new applications or business processes.
Oversight Senior Analyst Quality Assurance

• Direct oversight and supervision of the TeleHealth Senior Analyst Quality Assurance including directing workload and priorities, monitoring, performance management, and reporting on this position.
• Provide coaching and mentorship.
• Coordinate professional development activity for Senior Analyst Quality Assurance.

Privacy

• Supports the development, regular review and amendment of any TeleHealth related privacy impact assessments.
• Develops and delivers privacy-related training for staff.
• Participates in the investigation and reporting of any privacy investigations including the overall Issues Management process.
• Respond to clinical inquiries from TeleHealth staff on clinical care and privacy.
• Active member of the EMC Privacy Management & Ethics Committee.

Accreditation

• Ensure that the TeleHealth program is compliant with Accreditation Canada standards.
• Oversee TeleHealth accreditation processes including the maintenance and acquisition of all accreditation related documentation.
• Develop a review structure of organizational protocols, policies and procedures and participates as necessary.

Liaison

• Represent TeleHealth on internal and external committees as required.
• Liaise with Medical Advisor as required.

Liase with the DHW Health privacy Office as required.

• Participate in outreach and networking as required.
• Active member of the TeleHealth Clinical Advisory Committee.
• In collaboration with the Department of Health and Wellness, review, update and communicate all changes within the Community Resource Database and approved web resources for use
• Works with Project Management/TeleHealth Leadership team to plan and implement new services or modifications to existing services as required.

Duty Manager on Call
Participate in Duty Manager on Call rotation, providing after hours and weekend leadership coverage
Provide oversight, guidance, support and operational/clinical decision making appropriate for the situation and the delivery of TeleHealth programs.
Provide coverage for the Manager Interprofessional Practice and Programs, TeleHealth, EMC Privacy Lead.
Service Delivery
Assess, analyze, report and recommend initiatives to improve service delivery within the Telehealth environment.
Serves as the clinical content expert for TeleHealth leadership, clinical team, staff, Medical Advisor and healthcare partners
Assists in coverage for the TeleHealth Training & Education Lead when required for training and educational purposes.
Ensures patient safety is the first priority and understands the integrity of our service is based on our ability to safely and timely triage our callers and provide clinical care
Participates in Manager On Call rotation, after hours and weekend leadership coverage to provide oversight, guidance, support and operational/clinical decision making appropriate for the situation and the delivery of TeleHealth programs.
Networks with various stakeholders as it relates to clinical process and quality improvement, including patient/family partners.
Service excellence and development

• Evaluates data and feedback to improve clinical service delivery
• Participates actively in EMC TeleHealth Services Quality Program and Accreditation requirements.
• Considers future service development and adopts a proactive approach to service delivery

Requirements:

• Undergraduate (Bachelors at minimum) degree in Nursing or a relevant clinical healthcare related field. An equivalent combination of education and experience acceptable to the employer may be considered.
• Minimum 5 years' clinical experience as a Registered Nurse in an acute care or relevant community-based environment
• Minimum five years' in a clinical role with health care related experience.
• A minimum of 3 years in a leadership role within a healthcare setting required.

• Licensed to work as a Clinician with the applicable regulatory college and is compliant with all relevant laws pertaining to their practice in the province in which they reside and/or the service is being delivered.

Knowledge and skills:

• In-depth understanding of clinical process, competencies and tools specific to TeleHealth practice and standards
• Ability to understand clinical data and translate into meaningful recommendations for improving clinical care.
• Strong analytical, data analysis and data entry skills
• Excellent attention to detail
• Proficient in the use of computers and information systems, including Microsoft Office Suite
• Capacity to coach and mentor learners
• Good critical thinking, sound clinical decision-making and problem-solving skills
• Strong organizational and interpersonal skills
• Ability to effectively apply clinical knowledge and established processes to meet service and quality expectations and standards
• Good Leadership skills and collaboration with team members and stakeholders internally and externally
• Ability and willingness to become fully competent in all elements of telenursing service delivery and ability to consistently meet operational and quality requirements
• Ability to work independently within the constraints of professional and organizational policies and practices

• This position is eligible to work from home as per the Medavie Flexible Work Arrangements policy and the TeleHealth Work from Home policy.
• There may be a requirement to work from the TeleHealth offices located in Dartmouth Nova Scotia from time to time.

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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.