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Manager Patient Flow



Manager, Patient Flow

in Dartmouth, NS

Full-Time Permanent



Emergency Medical Care Inc. (EMC) is a wholly-owned subsidiary of Medavie Health Services that manages and operates ground ambulance, air medical transport and medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) division and the Department of Health and Wellness. EMC also operates TeleHealth 811 Mental Health and Addictions for Nova Scotia and Prince Edward Island for the Department of Health. 


EMC delivers a high-quality pre-hospital care program and Telehealth service to Nova Scotians every day. We achieve this through more than 1,400 employees, including highly-trained paramedics, nurses, medical communication officers, and support staff.


As an employee of EMC, we are accountable to our patients and coworkers by participating in and supporting all safety-related initiatives and acting in a manner that fosters a culture that focuses on patient safety and a healthy, safe and respectful workplace.



Reporting to the Senior Manager of Medical Communications and Patient Flow, the Manager, Patient Flow is a key leader focused on patient and client flow and transfers within the EHS system and the health system. Transfers include the EHS-facilitated movement of patients and clients within the health system (inter-facility transfers) and between the community and the health system (community transfers). This position is accountable for the development, implementation and ongoing monitoring of innovative and collaborative patient flow initiatives, projects and programs designed to ensure alignment with the Nova Scotia health system to drive efficiency and ensure service performance, and patient, client and stakeholder satisfaction. The Patient Flow Manager will be responsible to define and shape the Patient Flow portfolio within the organization, to ensure EMC is best able to meet and exceed service delivery and patient care expectations.


The Patient Flow Manager will serve as the primary EMC provincial-level contact with the health authorities and other stakeholders for patient flow related processes, improvements and issues. The Manager will work across EMC Divisions, including Medical Communications, Ground Operations, EHS LifeFlight, and TeleHealth regarding patient flow policy, processes, best practice, and will work closely with the Medical Communications Manager to refine resource allocation related to patient flow and transfers. The Manager supports program service delivery and drives improvements through innovative programs, communication and collaboration in conjunction with the EMC Change Management Office and relevant leaders across the organization, at EHS and in the health system. The Patient Flow Manager will work with EMC quality and data teams to measure, monitor, and report on patient flow efficiency and effectiveness.




The position entails but is not limited to the following:

Service Delivery

  • Ensures transfer and patient flow coordination and resource allocation meet or exceed contractual and client expectations.
  • Monitors, measures and reports on the transfer and patient flow performance as required for government and organizational reporting, and additionally as needed to manage and improve patient flow and transfers, in collaboration with relevant Operational leaders. Takes initiative to obtain and understand data and trending to make evidence-informed decisions and recommendations related to patient flow.
  • Investigates issues related to patient flow, following issues management processes and ensuring loop closure and case closure.


Patient Flow Collaboration and Partnerships

  • Liaises with leadership in Ground Operations, Integrated Health, EHS LifeFlight, and TeleHealth operations regarding patient flow including resource deployment, patient flow policies and procedures, communications processes and consistency across the province.
  • Navigates across departmental, divisional, and organizational boundaries to collaborates effectively.
  • Establishes and maintains effective relationships at a manager and senior level with health system, provincial, and federal stakeholders and leaders. Represents the EHS system externally at committees and other venues for topics related to patient flow. This may be in collaboration/partnership with relevant Operational or other leaders.


Program Leadership for Change, Planning and Improvements

  • Informs EMC strategic plans and divisional business plans in collaboration with all divisions regarding patient flow. 
  • Ensures and promotes awareness of changes and pending changes to corporate policies, procedures, processes, and technology. Ensures leaders and staff are empowered and supported in change management.
  • Works collaboratively across the organization to implement change and manages change across the province to ensure successful implementation.
  • Plays an active role in program development relating to patient/client flow and movement.


Leadership and Administrative Functions

  • Develops, maintains, and reports financial and budget reporting for the Patient Flow business area, including detailed variance reports and analysis in compliance with financial reporting policy.
  • Leads and participates in organizational committees, projects, and other activities as requested.
  • Leads the team on daily basis to ensure the effectiveness and efficiency of employee performance and creates a healthy working environment



Education & Experience:

  1. Undergraduate degree or equivalent education is required. A master’s degree in a related field is an asset (e.g. business, healthcare administration, public administration, etc.).
  2. Minimum of seven years of progressive management experience in a health operational or service delivery organization required, ideally EMS operations, medical communications (dispatch) or relevant health care environment.
  3. Experience in dealing with multiple stakeholders and building strong relationships with partners.
  4. Training in topics required that are relevant to EMS leadership and health services management required, including, project and change management, information technology, finance, and human resources.
  5. Management leadership experience in a large operational and geographically dispersed organization, ideally in healthcare or public safety telecommunications considered an asset.
  6. Experience working in one or more of the following is an asset: performance-based contracted setting, provincial government.
  7. Valid Nova Scotia driver’s license.
  8. Experience as a health clinician is an asset.
  9. Experience an emergency medical dispatcher is a strong asset as is education related to emergency medical and/or public safety communications.


Knowledge & Skills: 

  1. Excellent collaboration, communication and partnership skills required. Negotiation and dispute/conflict resolution skills are required.
  2. Leadership, planning, organizing, directing, and motivating staff are core skills for this position and are required.
  3. Knowledge of EMS system design and system status management principles is considered a strong asset.
  4. Knowledge of operational management principles is an asset
  5. Experience with successful development and implementation of strategic and business plans in a large operational organization is an asset.
  6. Contract management experience is considered an asset.
  7. Labour relations negotiations experience is considered an asset.


Physical Requirements

  • The position requires various periods of sitting, standing, walking, crouching, lifting, and/or carrying heavy objects.
  • Reading or inputting data, report writing, operating a word processor, computer, calculator, and use of mobile and fixed communication devices such as mobile radio, cell phone, etc.
  • Use and exposure to general office equipment such as fax, photocopier, printer, and personal computer.
  • Exposure to occasional hazardous environments, inclement weather and shift work.
  • Alternate shifts and working environments may be required.
  • Occasional exposure to moderate to high noise levels.
  • Ability to operate a vehicle under routine and emergency driving conditions.


What we offer:

  • Salary: Commensurate with qualifications and experience
  • Opportunities for growing within
  • Paid vacation and holidays
  • Competitive employee benefits program
  • Complimentary parking
  • Located on a bus route


EMC falls under the Nova Scotia provincial protocol for mandatory COVID-19 Vaccination. In accordance with this mandate, subject to any approved accommodation, all new employees hired or existing employees (applying for new positions) will be required to be fully vaccinated against COVID-19. For clarity, "fully vaccinated" means 14 days or more after receiving the number of doses or combination of doses of a vaccine approved by Health Canada or local public health agencies in the jurisdiction in which they will be employed.


Our goal is to be a diverse workforce representing 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, and persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.


If you are interested in this position and would like to be a part of a high-performing organization, please submit your cover letter and resume by July 31th , 2022 by clicking on the below link.  

Patient Flow Manager at Emergency Medical Care Inc. (EMC) |


We thank all applicants for applying, however only those selected for an interview will be contacted.