POSITION SUMMARY:

Owns the day-to-day execution, compliance, and measured performance of all of Procare's Mobile Integrated Healthcare programs across its hospital and health system partners. Serves as the business-hours point of contact for partner care management and physicians, the internal owner of referral-to-closure workflow, the first line of protocol and documentation compliance under the Medical Director's authority, and the person who assembles the outcomes record each program is judged on. Performs MIH patient encounters directly as a standing part of the role. This is a close-in, detail-level supervisory position — direct oversight of individual patient episodes, not oversight by dashboard.

The immediate priority is the launch and first-year performance of the University of Maryland Medical Center (Downtown/Midtown) MIH program beginning November 1, 2026, while sustaining the standard already set with Luminis Health and standing up the partnerships now contracting.

Reports to the Director of Operations, with clinical and protocol accountability to the Director of Clinical Management and Quality Assurance and, ultimately, the Procare EMS Medical Director, who approves this appointment and may suspend or revoke MIH privileges for protocol violation. Supervises MIH Clinicians (Lead MIH Paramedic and approved MIH Paramedics/RNs) assigned to hospital MIH programs. Schedule is Monday through Friday; specific working hours are flexible and set with the Director of Operations, as program demand is fluid and coverage shifts with referral volume, discharge timing, and partner needs. Requires regular local travel across partner service areas and participation in a leadership on-call rotation for MIH escalations outside business hours.

Essential Duties and Responsibilities-

• Owns every MIH referral from Epic order-set receipt through episode closure, including patient scheduling, clinician assignment, telemedicine conference coordination when required by protocol, and completion of the Day 2 and Day 7 follow-up calls.

• Leads launch and steady-state execution of the UMMC (Downtown/Midtown) MIH program beginning November 1, 2026, and supports onboarding of new hospital partnerships as they contract.

• Maintains a live referral tracker for each program and reports volume against pilot and contract targets by focus area, flagging shortfalls or category imbalance early enough to correct them.

• Confirms same-day, next-day, and weekend availability commitments are met on every referral; personally resolves any referral that cannot be scheduled within the physician-ordered window and documents the reason.

• Coordinates program logistics: specimen labeling and delivery to the partner laboratory, medication and formulary availability for ordered therapies, equipment readiness, and prescription follow-up or pickup.

• Runs the program operating rhythm: daily referral review, weekly internal huddle, and a standing touchpoint with partner care management.

• Knows the operational requirements, service levels, reporting obligations, and performance commitments established for each hospital MIH partnership — response times, coverage, reporting deadlines, scope, and deliverables — monitors compliance with them, and promptly escalates any risk of noncompliance.

• Tracks all referrals through final disposition, including completed, declined, canceled, unable-to-contact, clinically inappropriate, and unscheduled referrals; analyzes reasons for lost or unsuccessful referrals and implements corrective action where appropriate.

• Monitors staffing utilization, supplies, medication use and waste, and other controllable program resources.

• Performs MIH patient encounters directly, including home visits for complex, high-risk, or high-visibility patients and coverage when clinician availability is short; maintains full MIH Clinician credentialing, protocol competency, and continuing education.

• Serves as the named business-hours point of contact for partner care managers, case managers, transitional care staff, physicians, and program sponsors.

• Answers referral eligibility, scope-of-service, and Epic order-set questions in real time; educates partner staff on MIH capabilities so referrals arrive appropriate and complete.

• Rounds in person at partner campuses on a regular cadence to keep the program visible, resolve friction, and support referral volume.

• Prepares and presents program updates in joint operating meetings; escalates anything that puts program results or the partnership at risk to Procare leadership immediately.

• Owns partner satisfaction and retention for each program: identifies partner concerns early, drives timely resolution, and escalates when resolution is beyond this role's authority, so that operational issues do not jeopardize renewal or expansion.

• Enforces Procare's MIH Program Policy and Medical Director–approved protocols on every encounter, including physician or nurse practitioner sign-off on disposition before any treatment change proceeds.

• Maintains complete, audit-ready records of MIH Clinician licensure, approved MIH training program completion, clinical orientation, continuing education, and competency validation, to the satisfaction of the Medical Director.

• Audits patient care reports for completeness, accuracy, and timely upload to the partner EMR; corrects documentation gaps at the source with the clinician who created them.

• Conducts routine chart and protocol-adherence reviews; reports suspected protocol deviation to the Director of Clinical Management and Quality Assurance and the Medical Director without delay.

• Ensures medication accountability, formulary stock and expiration control, controlled-substance handling where applicable, equipment inspection, and vehicle readiness meet regulatory and Procare standards.

• Maintains HIPAA and patient-privacy compliance across all program communication, including partner documentation and information-security requirements.

• Ensures patient complaints, adverse events, medication or documentation errors, privacy incidents, and other reportable occurrences are documented, investigated, and escalated promptly in accordance with Procare policy and applicable partner and regulatory requirements.

• Supports MIEMSS and partner-facility reporting obligations, records requests, and any regulatory or hospital audit of the program.

• Verifies that emergent presentations fall back to standard regional emergency protocols and that escalation and transport decisions are made and documented correctly.

• Captures and validates program metrics: referral volume by focus area, visits per episode, time from discharge to MIH visit, hospital days saved, 30-day readmissions, Day 2 and Day 7 call completion, treat-in-place versus transport outcomes, and patient feedback.

• Reconciles Procare's internal record against the partner's data each reporting period so both sides bring the same numbers to the table.

• Produces monthly program reports and the interim and end-of-pilot outcomes packages that support renewal and expansion decisions.

• Participates in root-cause review of any readmission or adverse outcome in the MIH population and documents the cause.

• Supervises assigned MIH Clinicians: scheduling and staffing to referral demand, daily assignment, coaching, performance feedback, and regular one-on-ones.

• Delivers and documents MIH orientation, protocol training, and skills competency for new and cross-training clinicians in partnership with the Director of Clinical Management and Quality Assurance.

• Maintains a trained, credentialed clinician bench deep enough to absorb volume growth, PTO, and callouts without missing a referral window.

• Responsible for supervising, directing, and developing subordinates, including completing performance reviews, counseling sessions, and issuance of corrective action.

• Responsible for complying with all local, state, and federal employment laws and Company policies (i.e., Americans with Disabilities Act, Affirmative Action Plan, etc.).

• Identifies workflow, protocol, and technology improvements from field experience and brings them forward with a recommendation; carries what works at one program into the others.

• Maintains positive behaviors, approaches, attitude, and commitment to interpersonal service toward patients, partners, visitors, and coworkers; adheres to all Company policies and procedures.

• Performs other duties as required.

Minimum Qualifications:

Education/Licensing/Certification:

• Current Maryland paramedic licensure in good standing (NREMT-P/NRP preferred). Current Maryland RN licensure with equivalent home-based or transitional care clinical experience will be considered.

• BLS and ACLS certification current at hire.

• Completion of Procare's approved MIH Training Program and clinical orientation within the timeframe set by the Medical Director (may be completed post-hire). Appointment is subject to Medical Director approval.

• Valid driver's license with an acceptable driving record. Must pass background check, drug screen, and partner-hospital credentialing, immunization, and information-security onboarding.

Experience:

• Minimum two years of Critical Care Transport experience, or other qualifications approved by the Procare EMS Medical Director, consistent with Procare's MIH Program Policy.

• Demonstrated competence in adult assessment, IV therapy and access, medication administration, wound care, and point-of-care diagnostics consistent with Procare's MIH scope of practice.

• Two or more years in a supervisory, lead, field training officer, or program coordination role with direct responsibility for other clinicians' performance and documentation, desired.

• Prior Mobile Integrated Healthcare, community paramedicine, hospital-at-home, or home health clinical experience desired.

• Experience working directly with hospital case management, care management, or transitional care teams desired.

• Community paramedic certification, or an RN with BSN and case management or care transitions background, desired.

• Experience supporting a program through a defined pilot period with reported outcomes desired.

Other i.e. knowledge and skills:

• Effective oral, written, and interpersonal communication skills.

• Working proficiency with Epic or a comparable hospital EMR, electronic patient care reporting, and Microsoft Office, including the ability to build and maintain a program tracker and produce a clean report independently.

• Detail-driven follow-through; treats an unreturned call or an unfinished chart as a same-day problem.

• Sound clinical judgment paired with the discipline to stay inside protocol and escalate rather than improvise.

• Credible and composed in front of hospital clinicians and executives; closes loops in writing.

Working Conditions & Physical Requirements:

Work is split between Procare facilities, partner hospital campuses, and patients' residences, and involves regular driving in varied weather and traffic conditions and entry into private homes where conditions, accessibility, and animals vary. Physical requirements are consistent with a field EMS clinical role: extended sitting, standing, walking, and driving; stair and uneven-surface navigation; bending, kneeling, and reaching to provide care at floor or bed level; lifting and carrying equipment up to 50 pounds and assisting with patient movement; manual dexterity for IV access, phlebotomy, and equipment operation; and the visual and auditory acuity required for patient assessment. Exposure to blood-borne pathogens and communicable disease is inherent to the role, with standard precautions and PPE required. Also requires extended computer and phone work for documentation, tracking, and reporting.

Performance Expectations — First Six Months:

• By 30 days: MIH training and Medical Director approval complete; introduced in person to partner care management at both UMMC campuses; referral tracker and reporting template in use; every referral since go-live scheduled within the ordered window and documented.

• By 90 days: referral volume tracking to or ahead of pilot pace across all focus areas; 100% of patient care reports uploaded within 24 hours; Day 2 and Day 7 call completion at or above 95%; first monthly outcomes report delivered and reconciled with the partner's data.

• By 180 days: complete, defensible outcomes package covering hospital days saved, readmission performance, and volume against target; no unresolved compliance or documentation findings; an evidenced recommendation on scope, volume, and staffing for renewal.

Procare Integrated Health and Transport is an equal opportunity employer. Reasonable accommodation will be provided to qualified individuals with disabilities in accordance with applicable law. This description outlines the general nature and level of work expected and is not an exhaustive list of all duties, responsibilities, or qualifications; duties may be modified at the Company's discretion. Employment is at will.