Communications Manager

Brief Description

About Us: Hospital to Home LLC serves as the Commonwealth of Virginia’s premier medical transportation provider. Our services include ambulatory, wheelchair, and stretcher transport as well as Basic Life Support (BLS), Advanced Life Support (ALS), Critical Care, & Organ Transports.

About the Role: The Communications Manager is a key leadership position responsible for enhancing the quality, efficiency, and professional development of the Communications team. Reporting to the Director of Communications, this role focuses on the development and implementation of training programs, leading quality assurance and improvement initiatives, and driving process improvements within the communications center. The Communications Manager will work closely with Communications Supervisors to ensure operational excellence and support the strategic goals of the department.

Responsibilities

Leadership & Supervision: Provide guidance, coaching, and support to Communications Supervisors and Officers. Assist in managing daily operations, resolving escalated issues from staff and customers, and ensuring effective utilization of resources.

Quality Assurance & Improvement: Develop, implement, and oversee a comprehensive quality assurance program for the communications center, including regular review of calls and dispatch performance to ensure adherence to standards. Analyze performance data to identify trends, address systemic issues, and report findings to leadership.

Training & Development: Design, coordinate, and deliver initial and ongoing training programs for all communications personnel. Identify staff training needs and facilitate

professional development and certification activities to enhance team skills and performance.

• Process Improvement: Collaborate with the operations team and communications staff to analyze workflows, identify inefficiencies, and implement process improvements to maximize efficiency and productivity.
• Collaboration: Work in parallel with Operations Supervisors and other department leaders to problem-solve, create unique solutions, and ensure seamless interdepartmental communication and cooperation.
• Policy & Procedure: Assist in the development and implementation of department policies and procedures. Enforce Hospital to Home’s standard operating procedures and document any deviations.
• Incident Investigation: Perform and oversee investigations into incidents, complaints, or errors, preparing detailed reports and recommending corrective actions to prevent recurrence.
  
  

Requirements

Prerequisites:

• Be proficient in reading, writing, and speaking the English language.
• Hold a valid driver’s license with an acceptable motor vehicle record.
• Minimum of 3-5 years of dispatching experience in an EMS or medical transportation environment.
• Minimum of 2 years of experience in a supervisory, training, or quality assurance role.
• Must not have been convicted or found guilty of any crime or offense that would preclude employment under state EMS regulations (12VAC5-31-910).
  
  

Summary

Preferred Qualifications:

• Bachelor’s degree in a related field.
• Current certification through the VA OEMS as an EMT or higher.
• Certification as a communications center supervisor or manager.
• Obtain CPR/EVOC certifications within 6 months of employment.
  
  

Required Skills & Abilities

• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership skills with an ability to train, motivate, and develop staff.
• Excellent interpersonal, negotiation, and communication skills.
• Proven ability to manage multiple priorities and meet deadlines.
• Excellent organizational skills and a high degree of attention to detail.
• Proficient with Microsoft Office Suite, dispatching software (e.g., TraumaSoft), and communications technology.
  
  

Conditions Of Employment

• Candidates selected for employment are subject to fingerprint-based background screening, as required by the Virginia Office of EMS. Refusal to be fingerprinted will result in denial of employment.
  
  

Equal Opportunity Employer

Hospital to Home LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race or national origin, religion, sex, sexual

orientation, gender identity or expression, pregnancy, age, disability status, or genetic information.