Patient Flow Supervisor

Position Type:
Permanent
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Closing date:
2026-03-19
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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.

The Patient Flow Supervisor (PFS) position is integral to the function and success of patient flow within the EHS system. Reporting to the Medical Communications Center (MCC) Manager, the PFS works in close collaboration with the EHS MCC team, EHS Operations, EHS LifeFlight, Nova Scotia Health (NSH) partners, and others to improve efficiency of patient flow via EHS.

Under the direction of the MCC Manager, the incumbent will be responsible to develop working relationships with internal and external stakeholders and partners, schedule regular meetings with NSH partners, and work with MCC, Operations and LifeFlight to facilitate efficient patient flow throughout Nova Scotia. The PFS will work to develop a thorough understanding of patient flow within NSH and, in turn, educate NSH partners on the EHS system and procedures, and through collaboration seek opportunities for improvement. The PFS will may be expected to spend at least part of their working hours at the NSH Care Coordination Centre (C3), where they will work closely with access and flow leadership throughout the province in order to effectively prioritize and coordinate inter-facility transfers via EHS.

The incumbent will oversee the EHS MCC Patient Flow Team, who are responsible for booking, coordinating and assigning EHS transfers to appropriate EHS resources. The PFS must be able to recognize potential and actual call-taking and dispatching concerns, to inspect and manipulate data and findings to identify trends and to identify improvements and find efficiencies within the patient flow team, complete regular reporting and work with stakeholders to implement improvements and change.

As employees of EMC we are 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.

Duties and Responsibilities :

The position entails, but is not limited to the following:

Supervise EHS Patient Flow within EHS system and in Collaboration with Health System Partners

• Daily supervision of EHS transfer bookings and assignments to ensure optimization and re-prioritization as required.
• Under the guidance of the MCC Manager, establish points of contact and build relationships with NSH partners for each zone
• Build professional relationships with internal stakeholders to ensure effective collaboration
• Collaborate with NSH partners to develop collaborative pathways of improvement by monitoring EHS transfer performance
• Demonstrate discretion and assure privacy and confidentiality and ensure appropriate documentation

Lead and Participate in Patient Flow Improvements

• Propose and participate in patient flow initiatives within the EHS and NSH systems
• Escalate issues as identified
• Complete required reporting
• Identify significant issues and trends in the delivery of care, particularly with transfers and/or delays
• Supports projects and initiatives within EMC, particularly as a SME within the MCC environment
• Coordinate with EMC leadership and MCC staff to develop efficiencies for patient flow

Supervise Patient Flow Team

• Demonstrates leadership to effectively coach and mentor MCC staff
• Effectively provide support to staff

Inter-Divisional Collaboration

• Participate in committees and working groups as needed
• Participate in continuous professional development and training associated with the position
• Support and act as resource to the MCC Manager within all aspects of patient flow

Qualifications and Requirements

Education & Experience:

• Undergraduate degree in a health, sciences or business-related discipline (an equivalent combination of education and experience may be considered)
• Minimum 3 years' experience in a leadership role, ideally in a health setting
• Experience in patient flow, patient coordination role an asset; experience with patient bookings and scheduling a strong asset
• Experience as a Communications Officer an asset and active EMD certification an asset
• Licensed as a healthcare provider in Nova Scotia an asset, such as paramedic with College of Paramedics of NS or other
• Experience as a paramedic or working in emergency medical services an asset
• Experience working in project teams an asset
• Strong background in customer service a necessity

Knowledge & Skills:

• Strong ability to establish positive interpersonal and professional relationships, and excellent communication skills
• Highly organized with strong time management skills and proven ability to prioritize with excellent decision making skills; can identify issues that require early escalation and support
• Demonstrated strong leadership, communication, critical thinking, problem solving, and delegation skills
• Strong practical knowledge of Medical Communications practices is a strong asset
• Strong computer skills, including proficiency in all Microsoft Office applications (Word, Excel, PowerPoint etc.) required, and ability to learn new programs easily Strong understanding of patient confidentiality
• Ability to work independently as well as within a team environment

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.