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Job Title Quality Improvement Specialist
Location San Diego
Department Clinical / QA
FLSA Status Non-Exempt
Shifts hiring Full-time

Falck is a global emergency medical services (EMS) provider originating from Denmark that currently services 4 states in the US: California, Washington, Oregon, and Colorado.  Falck has been operating in the US since 2010 and is the second largest private provider of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.

No matter which part of the business you work in, it may be Sales, Operations, Finance, Communications, IT, Strategy, Legal, Procurement or HR, at Falck we work together with our colleagues to create more value. We all play a crucial part in creating value together. Your daily work behind the desk supports our colleagues out in the field and in the office.

Working closely with colleagues around the world or locally, you support the business in the development of solutions which contribute to building our business. You help your colleagues do their jobs, supporting our patients and strengthening our business. Whether it’s adapting and implementing new solutions or maintaining our existing ones, your colleagues rely on your work when they rescue, assist and reassure people in need of help.

Position Summary:

The Quality Improvement Specialist is co-located with City EMS staff and represents Falck’s day-to-day management and coordination of clinical Quality Improvement issues in collaboration with the City’s Quality Improvement Manager, City EMS Medical Director and QI Committee. The Quality Improvement Specialist shall provide oversight for and integration with, the Clinical, Education and Training Services for the San Diego EMS co-located division.  This position will support Falck’s San Diego operation as well as the City of San Diego’s EMS Division.

Essential Functions:

The Quality Improvement Specialist’s duties may include, but are not limited to the following:

  • Responsible for developing, directing, and coordinating a comprehensive Quality Performance Program for assurance of appropriate care rendered to all patients in the field, in the emergency and transport setting by compiling, evaluating, and determining standards are met for various levels of care.
  • Narcotic System oversite. Responsible for random audits as outlined in the controlled substance policy.  Review of narcotic discrepancies not handled at the field level by Falck Field Supervisors and/or SDFD officers up to an including diversion investigations.  The Quality Improvement Specialist will also conduct reviews on narcotic waste.
  • Develop and/or adapt protocol/guidelines to meet quality performance standards, make suggestions with regard to procedures, standards and equipment to facilitate workflow and maintain quality care practice.
  • Analyze, investigate and trend facts or circumstances surrounding individual/system performance issues to determine what action should be taken, as defined within the limits of department practices.
  • Responsible for compilation and maintenance of reports and records summarizing system performance, adherence to appropriate standards of care and recommendations for improvement.
  • Investigate and determine cause of system performance issues, utilizing a non-punitive approach with staff.
  • Consult and advise administrative staff and training staff as to corrective measures needed to improve performance.
  • Provide an environment to facilitate positive performance feedback through coaching, constructive criticism, timely feedback on performance and remediation as assessed through root cause analysis. Manager must provide positive morale and harmonious relations among co-workers and/or subordinates.
  • Collaborate with Medical Director, Administrative Staff and Local/Regional Organizations to develop and implement quality metrics, performance measures (outcome, process, Structural, Balancing) and utilizing benchmarks for performance improvement.
  • Provide communication to the Supervisors, Training/Education Staff of the procedures created under the Performance Improvement Program and suggest areas of improvement based on findings.
  • Develop and maintain data workflow within the organization to evaluate, analyze and implement structured improvement processes to facilitate performance enhancements.
  • Participate in clinical aspects of problem resolution for the City of San Diego EMS System
  • Collaborate with the CES division to provide feedback and develop training in response to identified areas of clinical, operational or safety concern. Assist in chart reviews and trend analysis for both individuals and group performance.  Such programs should drive the continuing education (CE) process and related courses offered to field personnel.  
  • Serve as a clinical resource for the City of San Diego EMS System
  • Assist in the creation/revision of clinical policies in collaboration with the Medical Directors and the City of San Diego EMS System
  • Provides clinical support for documentation and billing personnel. Participates in appeals processes from a clinical perspective.
  • Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


  • Minimum qualifications for the position shall be a Registered Nurse with at least three (3) years’ experience in the pre-hospital medical care field. Experience in the San Diego EMS system is preferred.
    • Education/Licensing/Certification: California Registered Nurse license
  • Experience in performing, evaluating, instructing, and coaching all aspects of the delivery of pre-hospital care.
  • Knowledge and/or ability to recognize medical/legal issues related to delivery of EMS
  • Knowledge of performance improvement processes, analysis, and application of these processes as it pertains to department performance.
  • Ability to work unsupervised with strong organizational skills required.
  • Excellent communication and customer service skills.
  • Ability to work cooperatively with other employees and medical agencies to provide the highest level of patient care.
  • Ability to read and interpret all required documents and write required reports and correspondence.
  • Other qualifications/certifications specific to the local operation and/or contract requirements.
  • Satisfactorily meet Company physical assessments/tests.
  • Experience working with FirstWatch and FirstPass programs and data preferred
  • Must be computer literate.
  • Skilled in Microsoft Office Programs (ie: Excel, Word, Access)
  • Must have knowledge of medical terminology.
  • Excellent interpersonal and customer service skills.
  • Ability to communicate both, orally and in writing, in a professional manner when dealing with employees and management.
  • Ability to work independently of direct supervision.
  • Ability to work overtime when required.
  • Able to effectively adjust to rapidly changing priorities in a growing company.

Falck has the right to consider any combination of education and experience in determining an individual’s qualification for this position.

Falck is an Equal Opportunity / Affirmative Action Employer. An Equal Opportunity Employer. Our employment decisions are made without regard to race, color, religion, age, sex, gender identity, gender expression, citizenship, ancestry, national origin, sexual orientation, disability, veteran status, military status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law.

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