EMSA executive search for Chief Operating Officer

Deadline: June 30, 2014

Submit all questions and resumes to:

Stephen Williamson



1417 N. Lansing Ave.

Tulsa, Oklahoma 74106



The EMSA Chief Operating Officer (COO) reports to the EMSA CEO and is responsible for managing, monitoring, coordinating, and leading the daily operations of the EMSA system.  The intent of this position is to increase performance of individual departments as well as the performance of the EMSA system by providing operational continuity, monitoring, and improvement efforts across departmental operations.  The COO position will also serve as the second in command at EMSA, reporting directly to the CEO, and will function in the role of interim CEO if the CEO were unable to serve for some reason.  The COO position will not be considered a position of succession into the CEO position.

The COO partners with and leads the Patient Financial Services, Finance, Operations (contracted provider), Communications/Public Relations, and Information Technology teams within EMSA.  The COO has visibility and authority across the entire EMSA organization and has extensive experience in leading all aspects of an emergency transportation services provider.  The position ensures and oversees the high quality and cost effective delivery of all of the services that EMSA provides.  This role requires a special combination of technical experience, organizational skills, personal integrity, and the ability to influence others.


  1. Service Delivery
    1. Ensures the appropriate coordination and delivery of all clinical and non-clinical aspects of EMSA’s services
    2. Serves as the contract manager for the emergency transport services contract ensuring the contractor’s performance of and adherence to the scope of services and performance measurements included in the agreement
    3. Leads efforts to improve EMSA’s ability to identify payors through participation in efforts such as the development of the regional MyHealth exchange and other efforts necessary to ensure the financial performance of EMSA
  2. Quality Improvement
    1. Embraces and leads a systematic continuous improvement approach across all elements of the organization, including the implementation of specific process improvement projects
    2. Facilitates and directs interdepartmental and inter-organizational work teams to analyze key business processes with an eye toward continuous improvement
    3. Develops, monitors, and reports key performance indicators (KPI’s) that correspond with critical-to-quality aspects of EMSA’s services
    4. Leads the development, implementation, and monitoring of consistent quality assurance/quality control approaches for key processes
    5. Ensures the tracking, analysis, and appropriate response to customer inquiries and complaints



  1. Human Capital Management
    1. Institutes training opportunities for employees to learn and apply basic process improvement methodologies like Lean Six Sigma or Total Quality Management
    2. Leads in the development and implementation of proven human resources strategies to attract, retain, develop, compensate, and incentivize top talent
    3. Identifies key skill sets and ensures the incorporation of such into personnel recruitment processes
    4. Determines which functions should have cross-trained personnel available to ensure business continuity
  2. Administration
    1. Serves as the Chief Procurement Officer and oversees EMSA’s procurement processes with a focus on ensuring the provision of best value products and services through competitive processes
    2. Ensures compliance with all EMSA and EMSA Board of Trustees policies and procedures
    3. Assists the CFO in the development of the EMSA budget by reviewing organizational budget request
  3. External Relations
    1. At the direction of the CEO, assists in the external duties of the executive, including attendance at and interfacing with the EMSA Board of Trustees, the Medical Control Board, the Medical Director of the Medical Control Board, the elected officials of the communities participating in EMSA, and industry trade groups


  1. Leadership – Is a confident and energetic self-starter with superior interpersonal skills, demonstrated relationship-building abilities, and effectiveness as a persuader and negotiator.  Inspires the trust of others.  Provides and welcomes constructive feedback.  Demonstrates and requires accountability.  Exhibits independent judgment.
  2. Problem Solver – Demonstrates strong logic, analytical, organizational, planning and administrative skills and a demonstrated ability to successfully apply project and change management principles.  Uses data, experience, and intuition to lead process improvement.
  3. Results Orientation – Sets measurable process improvement goals in clinical excellence, client service excellence, internal systems and processes, learning and growth initiatives, and financial health.  Leads departments in achieving or exceeding organizational goals.
  4. Innovation – Meets challenges with creativity and resourcefulness.  Is open to change, new ideas, and new approaches.
  5. Communication – Possesses excellent oral and written communication skills and strong presentation skills.  Is able to interact with Board members, elected officials, citizens, and the media regarding the entire range of EMSA’s operations and in highly public and sometimes stressful situations. Exhibits a high level of trustworthiness, diplomacy, courtesy, and tact.  Demonstrates skill in collaborative discussion of problems and resolution of issues.
  6. Risk Management – Is proactive in protecting EMSA from business-related risk and liability.  Ensures the maintenance of a “safety first” culture and leads by example.  Intervenes when conditions or behavior puts citizens, EMSA employees, or contractors at risk.
  7. Personal Integrity - Demonstrated commitment to high standards of ethics, regulatory compliance, customer service, and business integrity.  Treats people with respect and equity.  Serves as a good steward of EMSA’s resources.
  8. Team Builder - Promotes team-building and excels at conflict resolution.
  9. Work Ethic – Demonstrates a very strong work ethic and commitment to do what it takes to get the job done.


  1. Education and Experience
  1. Bachelor’s degree in Health Care, Operations, Business, or a similar field from an accredited college or university.
  2. Master’s Degree in Health Care, Operations, or Business preferred, or an equivalent combination of education and experience.
  3. Minimum of 2 years of experience in a senior management level position of a similarly-sized healthcare institution.
  4. Experience in an emergency medical transport organization preferred.
  5. Experience managing a major medical services provider contract.
  1. Managerial Responsibility – Manage EMSA’s Director of Communications and Public Relations and the Chief Information Officer.  Serve as indirect manager of all EMSA employees.
  2. Language Skills – Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from clients, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to the prescribed style and format.  Ability to present information effectively to top management, public groups, and/or boards.
  3. Quantitative Skills – Understanding and demonstrated use of quantitative analysis tools common to quality methodologies such as Six Sigma, Lean, or Statistical Process Control.  Understanding of basic principles of accounting and finance.
  4. Reasoning Ability – Ability to prioritize, organize, and handle multiple tasks simultaneously.
  5. Computer Skills – Proficient personal computer skills including electronic mail, routine database activity, word processing, spreadsheet use, graphics, etc.  Proven computer experience with most current database and software applications needed to perform the essential duties of the position.



EMSA - the Emergency Medical Services Authority - is Oklahoma's largest provider of pre-hospital emergency medical care. EMSA is a public trust authority of the City of Tulsa and City of Oklahoma City governments. EMSA’s mission - to reduce pain and suffering by providing superior and compassionate service - guides our team.  It is the Authority's charged duty to ensure that the cities we serve receive the highest quality of emergency medical service at the best possible price.   Through a contracted provider, we provide ambulance service to more than 1.1 million residents in central and northeast Oklahoma.  EMSA was established in Tulsa in 1977 and later expanded to include Bixby, Jenks, and Sand Springs. EMSA began providing service to Oklahoma City in 1990.

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