Hospital Relations Manager

Position Summary

The Hospital Relations Manager serves as the primary liaison between the EMS organization and hospitals, health systems, case management teams, emergency departments, physicians, discharge planners, and other healthcare partners. This position is responsible for developing and maintaining strategic relationships that enhance patient care coordination, strengthen customer satisfaction, support business growth, and improve operational collaboration between healthcare providers and EMS operations.

The Hospital Relations Manager acts as the organization's ambassador within the healthcare community by proactively identifying opportunities to improve service delivery, resolve concerns, educate hospital partners on available services, and promote the organization's capabilities.

Essential Duties and Responsibilities

Hospital Relationship Management

• Develop and maintain strong professional relationships with hospital executives, emergency department leadership, case managers, discharge planners, social workers, physicians, and nursing leadership.
• Conduct routine visits with assigned hospitals and healthcare facilities.
• Serve as the primary point of contact for hospital-related concerns and service issues.
• Coordinate timely resolution of customer concerns and communicate outcomes to stakeholders.
• Promote exceptional customer service and strengthen long-term partnerships.

Business Development

• Identify opportunities to expand transportation services and increase utilization.
• Collaborate with operations leadership to support market growth initiatives.
• Educate hospital staff regarding available transport services, specialty transport capabilities, and operational processes.
• Participate in strategic planning and business development activities.
• Represent the organization at healthcare networking events, professional organizations, and community functions.

Clinical & Operational Collaboration

• Facilitate communication between hospitals and EMS operations regarding patient transport needs.
• Assist with implementation of new hospital programs, protocols, and service initiatives.
• Monitor hospital satisfaction and identify trends requiring operational improvements.
• Coordinate with Communications, Clinical Services, Operations, and Billing departments to resolve issues.
• Support successful transitions during new contract implementations or acquisitions.

• Performs rounding for patient pick ups to ensure paperwork and customer service standards are met by crews.

• Assist in obtaining documents, signatures, paperwork, authorizations as requested.

Customer Service & Quality Improvement

• Investigate customer complaints and service concerns.
• Track and report customer satisfaction metrics.
• Recommend process improvements that enhance patient care and operational efficiency.
• Participate in quality improvement initiatives.
• Assist with service recovery efforts when needed.

Community Outreach

• Promote the organization's mission throughout the healthcare community.
• Participate in community education events.
• Support marketing initiatives.

• Maintain positive relationships with healthcare associations and community organizations.

• Ensures Priority leadership is aware of Hospital Foundation events, fundraisers, and community events.

Reporting & Analytics

• Maintain documentation of customer interactions. 

• Prepare and verifies accurate monthly relationship management reports tailored to the hospital needs.

• Track referral trends and transport volumes.
• Monitor customer engagement activities.
• Provide regular updates to executive leadership regarding hospital relationships and emerging opportunities.

Qualifications

Education

• Bachelor's degree in Healthcare Administration, Business Administration, EMS Management, Nursing, Marketing, or related field preferred.
• Equivalent EMS or healthcare leadership experience may be considered.

Experience

• Minimum 3–5 years of healthcare, EMS, hospital relations, business development, or clinical operations experience.
• Experience working with hospitals, emergency departments, or case management teams preferred.
• Knowledge of EMS operations strongly preferred.

Knowledge, Skills & Abilities

• Strong relationship-building skills
• Excellent communication and presentation skills
• Customer service orientation
• Conflict resolution abilities
• Healthcare systems knowledge
• Understanding of EMS operations
• Strategic thinking
• Problem-solving skills
• Ability to manage multiple priorities
• Proficiency with Microsoft Office and CRM/customer relationship software
• Ability to analyze service metrics and identify trends

Preferred Qualifications

• Previous EMS leadership experience
• Experience working within hospital administration
• Healthcare sales or physician relations experience
• Knowledge of Medicare and Medicaid transport requirements
• Familiarity with hospital discharge planning and patient flow
• Existing relationships within the local healthcare community

Physical Requirements

• Frequent local travel between hospitals and company locations.
• Ability to sit, stand, and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Valid driver's license with acceptable driving record.

Work Environment

• Hospitals
• Emergency Departments
• Physician offices
• Corporate offices
• EMS stations
• Community events
• Occasional evening or weekend meetings

Core Competencies

• Customer Focus
• Relationship Management
• Communication
• Professionalism
• Accountability
• Collaboration
• Strategic Thinking
• Problem Solving
• Adaptability
• Results Orientation
• Integrity

Performance Expectations

Success in this position will be measured by:

• Hospital customer satisfaction
• Growth in transport volume and referral relationships
• Resolution of customer concerns within established service standards
• Regular engagement with assigned healthcare partners
• Successful implementation of new service initiatives
• Positive feedback from hospital leadership
• Achievement of business development and relationship management goals