Director - Clinical Communications (Emergency Services)

Overview:

 

Monday-Friday, day shift, no holidays or weekends.

**5 years of healthcare leadership experience required**

 

Job Description Summary:

 

The Program Director – Ambulatory reports directly to the Vice President of Emergency Services and provides strategic and operational leadership for the Emergency Communications Center (ECC), PBX, EMS Outreach Program, and Physician Consult/Transfer Center (PCTC). This pivotal role ensures seamless coordination of patient flow within the hospital, leveraging strong partnerships with internal departments and external agencies to optimize outcomes. The Program Director supports the mission of Nationwide Children’s Hospital by aligning operational excellence with the needs of children and families in the community, advancing innovative communication systems, and ensuring high-reliability processes that promote safety, efficiency, and exceptional service.

 

Job Description:

 

Essential Functions:

Strategic and Operational Leadership 

• Oversees the Emergency Communications Center (ECC), PBX operations, EMS Outreach Program, and Physician Consult/Transfer Center (PCTC) to ensure 24/7 high-quality service delivery. 
• Develops and implements strategic initiatives that support patient flow, emergency preparedness, and operational efficiency. 
• Aligns departmental objectives with organizational goals, focusing on safety, quality, and patient-centered care.

Flow and Coordination Management 

• Directs systems and processes to optimize patient movement into, through, and out of the hospital. 
• Ensures effective communication and coordination between referring facilities, transport teams, and internal clinical departments. 
• Utilizes data analytics to monitor performance and proactively address bottlenecks or delays. 

Stakeholder Engagement 

• Builds and maintains strong partnerships with internal leaders, external agencies, EMS providers, and referring organizations. 
• Represents Nationwide Children’s Hospital in regional and statewide initiatives related to emergency communications and transfer coordination. 

 

Team Development and Performance 

• Recruits, trains, mentors, and evaluates staff, fostering a culture of excellence, accountability, and continuous improvement. 
• Promotes workforce diversity and ensures equitable opportunities for professional growth. 

 

Quality, Compliance, and Safety 

•  Develops and monitors quality assurance programs to maintain compliance with all applicable regulations, accreditation standards, and best practices. 
• Champions patient safety, reliability, and service excellence within all operational areas. 

 

Innovation and Technology Optimization 

•  Partners with Information Technology and clinical leaders to implement and enhance communication and patient tracking systems. 
• Identifies and deploys new technologies that improve efficiency, accuracy, and responsiveness. 

 

Fiscal and Resource Management 

•  Manages departmental budgets, resource allocation, and cost-containment strategies while ensuring high-quality service delivery. 
• Secures and optimizes resources to meet current and future operational needs. 

Education Requirement:

Preferred: Master’s degree in nursing, Healthcare Administration, Business Administration, Emergency Management, or related discipline. 

Licensure Requirement:

(not specified)

Certifications:

(not specified)

Skills:

• Leadership in high-acuity, high-reliability environments 

• Operational planning and patient flow optimization 

• Emergency communications and transfer coordination expertise 

• Data-driven decision-making and performance analysis 

• Strong communication and stakeholder engagement 

• Budget and resource management 

• Adaptability and problem-solving un