•Ensure effective, timely, and cost-efficient contract administration•Ensure compliance with policies and procedures•Participate in marketing activities and business development to increase revenues and decrease costs•Participate in the integration of new clients, or service lines for existing clients assuring a well-coordinated delivery of service•Create, collaborate, and monitor client protocols to ensure they are consistent with contract terms and client expectations•Review protocols at minimum, annually, revise and reissue as needed•Coordinate with the Operations teams to participate/lead regular meetings with the client to ensure issue identification and proactive problem solving•Monitor and make appropriate modifications in processes to manage success measures•Ensure optimal service levels to riders we serve. Analyze information regarding customer satisfaction, modify processes, and counsel employees to ensure high levels of customer service•Negotiate contract provisions and modifications•Implement changes to integrate operational initiatives associated with organizational strategy•Analyze markets and develop plans which match the supply of healthcare services appropriately to meet customer demands•Prepare and analyze financial and other data reports. Make modifications to operations to contain costs•Create and implement financial mitigation strategies as needed•Assist in driving performance management and conduct annual performance reviews, counsel and provide disciplinary actions to assigned personnel with a goal of developing a team-oriented approach with positive results•Support and foster a culture of honesty and integrity that fully conforms to the company’s compliance programs•Actively develop, train, and promote the use of work teams for process improvement•Share information with others in the region, other GMR operating companies, and Corporate, to increase the use of best practices

• Partner with Operations to understand their staffing needs. In conjunction with local management, develop effective relationships with outside organizations to foster community relations and generate applicants.• Develop specific and targeted creative recruitment strategies using a variety of means in order to identify and develop candidates from various sources• Utilize various recruiting sources to identify and recruit candidates• Develop cost-effective recruitment strategies based on business and departmental goals and needs analysis• Responsible for the professional appearance and content of postings.• Advertise and promote open positions using social media and marketing.• Extensively attends recruiting events, job fairs, etc.• Meeting with educational institutions with EMS programs to create strong relationships• Assessing applicant’s knowledge, skills, and experience to best suit open positions • Assist applicants when needed with the application process.• Maintain contact with potential candidates.• Ensures all aspects of the recruitment process comply with affirmative action reporting.

• Completed contract negotiations when provider commits to entering the network for assigned community.• Investigated quality of transportation provider’s on time performance, driver’s adherence to service requirements and adherence to rider’s level of service and/or scheduling requirements.• Monitored the status of provider pool and pursued contracting with other providers as needed. Recruited new providers to support the provider network on an ongoing, year around basis.• Monitored Key Performance Indicators of providers to assure requirements of NET contract are met.• Performed scheduled random visits to contracted transportation providers to verify the level of service and provider adherence to contract standards. Performed vehicle inspections to ensure vehicle compliance with ADA and other federal, state and local regulatory standards.• Created financial pro-forma to support negotiation of cost effective contractual relationships for each region as assigned.• Created, managed and/or approved provider improvement plans to ensure system operates as required.• Responded to daily in-bound/out-bound telephone calls to facilitate explanation of payment or non-payment to providers while enhancing and maintaining strong positive customer relations.• Oversaw all system related enhancements and testing for impact on network operations

• Assed each call situation to determine best course of action and appropriate protocol.• Utilized medical equipment and procedures including defibrillator, EKG monitor, oxygen and suction devices, intravenous fluids, CPR and other procedures and medications as required to provide advanced medical care.• Utilized triage skills to provide optimal efficiency during calls.• Provided patient care according to clinical protocols and safety requirements.• Communicated effectively with receiving facilities, patients, patients families, and dispatch at all levels to compassionately provide critical information. • Acted as team leader and take responsibility for scene and unit management as needed.• Drove and provided map reading support to minimize call response time.• Maintained all required certifications.• Documented activities and treatment about patient care and billing completely to ensure appropriate information is available regarding each call. • Follow policies and procedures regarding key performance indicators. • Worked collaboratively and in a professional manner with all allied health and public safety personnel. • Read medication/prescription labels and directions for usage in quick, accurate, and expedient manner. • Adherence to and compliance with information systems security policies and procedures.

• Managed field operations, including coordination of staff and resources; operate within budget limits and closely monitor expenses, including payroll hours• Met regularly with assigned staff, including field visits, to review performance; drive superior performance and results by metrics and objective data• Trained and provided regular coaching for effective and efficient performance • Investigated external and internal incidents, reported and managed claims, complaints, injuries and accidents• Managed processes and programs to ensure a high level of quality of patient care and customer service• Maintained all regulatory compliance related to safety, health and risk management• Maintained a positive and professional working relationship with individuals within the community and EMS system, including attendance to marketing functions• Maintained current state and county certifications; monitored credentials and training requirements of staff; attended necessary continuing educations (CE) courses and department meetings

• Provided quality patient care utilizing thorough knowledge of protocols for all medical situations• Assisted and secured passengers as required, including wheelchair transports• Maintained radio communication with the Systems Status Controller and responded to calls in an expedited manner• Ensured operational excellence by meeting or exceeding KPI’s• Accurately completed the electronic Patient Care Report (ePCR), including all insurance information for purposes of billing and reimbursement• Communicated professionally and exhibits and strived to develop a strong working relationship with peers and those in the EMS system• Completed required initial and ongoing training/continuing education (CEU) courses, to maintain state and county certifications and licenses• Conducted pre-trip vehicle inspections to ensure sound vehicle operations and ensured the vehicle and equipment were clean & stocked• Maintained thorough knowledge of the ambulance and equipment