Hospital Liaison

Hospital Liaison

The Hospital Liaison serves as a primary operational point of contact between ConFire EMS and area hospitals, emergency departments, healthcare facilities, and internal operational leadership. This position is responsible for building and maintaining productive hospital relationships, identifying and helping resolve issues that affect ambulance operations and patient flow, and supporting timely, effective communication between field personnel and healthcare partners.

The Hospital Liaison will spend significant time in the field and at partner hospitals, working collaboratively with hospital leadership, emergency department staff, EMS crews, communications personnel, and ConFire leadership to identify barriers, resolve concerns, improve ambulance turnaround times, and support effective patient transitions.

This role requires a strong understanding of EMS operations, excellent relationship-management skills, sound judgment, and the ability to address concerns professionally in a fast-paced healthcare environment.

This is an Exempt/Salaried position.

Key Responsibilities

Hospital and Community Partner Relations

• Serve as a primary day-to-day liaison between ConFire EMS and assigned hospitals and healthcare facilities.
• Establish and maintain effective working relationships with hospital administrators, emergency department leadership, nursing staff, physicians, and other key stakeholders.
• Conduct regular hospital visits and maintain a visible, responsive presence with healthcare partners.
• Participate in hospital, EMS, and community stakeholder meetings as appropriate.
• Communicate operational changes, service updates, and other relevant information to hospital partners in coordination with ConFire leadership.

Operational Coordination and Patient Flow

• Monitor and identify operational issues affecting ambulance turnaround, patient handoff, bed delays, offload times, and overall system availability.
• Work collaboratively with hospital personnel and internal operations teams to address barriers affecting efficient patient transitions.
• Identify recurring trends involving specific facilities, processes, or operational conditions and elevate concerns to appropriate leadership.
• Support initiatives designed to reduce extended ambulance patient offload times and improve unit availability.
• Coordinate with Operations, Communications, Clinical, and other internal departments when hospital-related concerns require additional follow-up or intervention.
• Assist leadership during periods of high system demand, hospital saturation, or other circumstances affecting EMS system capacity.

Issue Resolution and Service Recovery

• Receive, document, and facilitate resolution of hospital concerns involving EMS service, communication, patient handoff, or operational processes.
• Serve as an initial point of escalation for hospital-related operational concerns and ensure appropriate internal leaders are engaged when necessary.
• Facilitate timely follow-up with hospital partners regarding identified concerns and corrective actions.
• Maintain professionalism and objectivity when addressing sensitive or challenging interactions involving employees, hospital personnel, patients, or other stakeholders.
• Escalate clinical, employee relations, compliance, privacy, safety, or legal concerns to the appropriate department rather than independently investigating matters outside the scope of the position.

Data, Trends, and Performance Improvement

• Track hospital-related issues, response trends, turnaround/offload concerns, and recurring operational barriers.
• Prepare regular updates for leadership regarding hospital relationships, identified trends, unresolved concerns, and recommended actions.
• Partner with Operations and other departments to identify opportunities for process improvement.
• Assist in developing action plans when data or stakeholder feedback identifies recurring service or operational concerns.
• Monitor progress following implementation of corrective or improvement initiatives.

Internal Partnership

• Maintain regular communication with field leadership regarding hospital concerns, expectations, and operational challenges.
• Provide feedback to leadership regarding recurring concerns involving processes, communication, or employee interactions.
• Partner with Clinical, Quality, Communications, Human Resources, Compliance, and other departments when issues fall within their respective areas of responsibility.
• Support education and communication initiatives intended to improve relationships between EMS personnel and hospital partners.
• Serve as a resource to field employees regarding appropriate hospital communication and professional relationship management.

Qualifications

Required Qualifications

• High school diploma or equivalent required.
• Minimum of three years of experience in EMS, healthcare operations, hospital relations, healthcare account management, or a related field.
• Demonstrated ability to build productive relationships with healthcare professionals and operational leaders.
• Strong written and verbal communication skills.
• Strong problem-solving, conflict-resolution, and interpersonal skills.
• Ability to analyze operational information and identify trends or recurring issues.
• Ability to work independently while maintaining appropriate communication with leadership.
• Proficiency with Microsoft Office and other standard business applications.
• Valid driver's license and ability to travel regularly throughout the assigned service area.

Preferred Qualifications

• Associate's or bachelor's degree in healthcare administration, business, emergency medical services, nursing, public administration, or a related field.
• Current or previous EMT, Paramedic, RN, or other healthcare credential.
• Experience working within an EMS system, emergency department, ambulance service, or hospital environment.
• Experience with ambulance patient offload time, emergency department throughput, patient flow, or healthcare operations.
• Experience working with public agencies, fire departments, hospitals, or other healthcare system partners.

Knowledge, Skills and Abilities

• Strong relationship-building and stakeholder-management skills.
• Knowledge of EMS and hospital operations.
• Ability to communicate effectively with executives, healthcare professionals, field personnel, and public-agency partners.
• Ability to remain calm and professional during difficult or high-pressure situations.
• Strong organizational and follow-through skills.
• Ability to identify problems, gather relevant information, and facilitate practical solutions.
• Sound judgment regarding when issues require escalation.
• Ability to handle sensitive and confidential information appropriately.
• Ability to balance the operational needs of the EMS system with the concerns and priorities of hospital partners.

Physical Requirements

• The ability to reach, push and pull.
• The ability to sit or stand for long periods of time.
• The ability to use a computer keyboard and write for extended periods of time.
• The ability to lift and maneuver 35 pounds without difficulty.
• The ability to complete all job duties.

Core Competencies

• Relationship Management – Builds and maintains collaborative, professional relationships with hospital leadership, emergency department personnel, EMS teams, and other healthcare partners.
• Communication – Communicates clearly, professionally, and appropriately with stakeholders at all levels; effectively conveys operational concerns, expectations, and follow-up actions.
• Operational Awareness – Understands EMS and hospital operations and recognizes how patient flow, ambulance offload delays, hospital capacity, and other operational factors affect system performance.
• Problem Solving & Critical Thinking – Identifies barriers, evaluates available information, and works collaboratively to develop practical and sustainable solutions.
• Conflict Resolution & Service Recovery – Addresses concerns professionally, de-escalates difficult situations, and facilitates resolution while maintaining positive working relationships.
• Collaboration & Influence – Works effectively across organizational boundaries and influences outcomes without relying on direct authority.
• Customer & Partner Focus – Demonstrates responsiveness to hospital and community partners while balancing their needs with ConFire's operational and patient-care responsibilities.
• Accountability & Follow-Through – Takes ownership of assigned issues, tracks commitments, communicates status, and ensures matters are appropriately resolved or escalated.
• Data & Trend Awareness – Uses operational data, stakeholder feedback, and recurring issues to identify trends and opportunities for improvement, particularly related to APOT and ambulance turnaround.
• Professional Judgment – Exercises discretion and recognizes when concerns should be escalated to Operations, Clinical/Quality, Compliance, Human Resources, or Legal.
• Adaptability & Sense of Urgency – Responds effectively to changing operational conditions, competing priorities, hospital capacity challenges, and high-demand situations.
• Professionalism & Integrity – Represents ConFire professionally, maintains confidentiality, and demonstrates sound judgment, credibility, and ethical behavior.

Reporting Relationship

This position reports directly to VP of Operations