Mark Hughson Email & Phone Number

Watertown, Ct, Us

Connecticut, United States

New Haven, Connecticut, United States

• Directed the communication division to deliver the safest and most efficient emergency and non-emergency response system 24/7 throughout the state of CT. • Collaborated and guided struggling American Medical Response (AMR) communication centers in Massachusetts and New Hampshire through effective mentoring and coaching with local management and staff. Developed and deploy an effective service level agreement to strengthen workflow and efficiency with implementation of policies and procedures. • Cultivated a growing CT team of 125 employees and re-designed and streamlined communication policies and procedures that lead to a more efficient call in-take and dispatch process. • Developed and implemented a computer aided dispatch CAD to CAD link with our 911 communities. This link enhanced the connection to open a new call incident between the emergency call centers allowing immediate dispatch of ambulances. • Developed a healthy work environment by introducing a mentoring and coaching program. This program was put in place to recognize the talented staff members work efforts and goals achieved every month. • Cultivated an environment that improved on time performance in relation to our health system partners and our 911 communities. • Directed the annual re-accredited with International Academies of Emergency Dispatch (IAED) from 2014-2022. • Budgeted responsibilities predominantly focused on employee salaries. Managed and improved the budget for employee salaries by reduce overtime expenses from 19% to 6% through employee recruitment and retention.

New Haven, Connecticut, United States

• Developed an organizational workflow that allowed the communication center to run safely and effectively 24/7 throughout the state of CT for emergency and non-emergency calls.• Annual statistics: Transport volume out of the call center 350,000 (60% emergency 911 and 40% interfacility transports), call in-intake 750,000, outbound phone calls 250,000.• Utilized CAD system EnRoute GEAC. Guided a transition of call management systems.• Developed a team of 60 employees to redesign policies that lead to a more efficient call-in-take and emergency dispatch process. • Secured a Coordinator Medical Emergency Direction (CMED) contract based on positive performance metrics in August 2015 called MedCom. This contract serviced 8 New Haven County communities by providing critical services such as mutual aid, mass casualty, and medical patch to two emergency departments within the Yale Health System and to the West Haven VA Hospital. • Established a regional communication center that provided call intake and dispatching responsibilities for our AMR Hampton Roads, Virginia operations in October 2015. The Virginia business unit grew from 15,000 to 60,000 annual transports during the 5-year remote dispatching. • Awarded a Yale New Haven Health System contract and created a one call transportation solution. This allowed staff at Yale to call a specialty line called Yale Transportation for all their transportation needs. The groundbreaking new approach allowed AMR to replicate this partnership and provide a one-call solution with some of the largest healthcare organizations throughout the nation.• Transitioned AMR Philadelphia call center to run remotely within the CT communication center in February 2020. Assisted with the improvement in service and response times while decreasing the number of passed calls. This business unit annually transported 40,000. February 2021 AMR Philadelphia renewed a hospital contract that stipulated AMR to run a call center within the hospital.

Waterbury, Connecticut, United States

• Managed daily schedules, field on-time performance, unit hour utilization, reports, payroll, supply procurement, investigations, and discipline. Ensured safe and efficient deployment of 22 ambulances throughout the region and provided a direct report to the regional director.• Maintained a professional growth-orientated relationship with the community leaders throughout our service area.

Waterbury, Connecticut, United States

Waterbury, Connecticut, United States

AMR acquired MedStar Ambulance

Waterbury, Connecticut, United States