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Manager, Norcom

  • Job ID: 494915972
  • Status: Full-Time
  • Regular/Temporary: Management
  • Hours: 24/7 responsibility
  • Shift: Variable
  • Facility: UPMC Passavant
  • Department: Dispatch Center NORCOM
  • Location: 9100 Babcock Blvd, Pittsburgh PA 15237
  • Union Position: No
  • Salary Range: $0 / hour


Reporting to the Director, Emergency Services, the Manager of Norcom EMS Communication Center is responsible for the daily departmental activities of Norcom. Additionally, has responsibilities for the supervision of the EMS Communication Specialists and Team Lead for Norcom. The Manager is also responsible for developing and implementing performance and quality improvement programs, and evaluating the services of Norcom in collaboration with the Medical Director and the Director that oversees Norcom.



  • Develop and maintains policies and procedures associated with Norcom personnel.
  • Supervises staff and conducts performance reviews for employees of Norcom.
  • Work in collaboration with Director, for development and oversight of annual operating and capital budgets for Norcom.
  • Compile, analyze, summarize and reports on data trends to evaluate the effectiveness of the Norcom services.
  • Develops and maintains the financial reporting database for EMS billing in collaboration with the Finance Department.
  • Responsible for oversight and resolution of complaints and grievances related to customer and quality issues.
  • Develops and manages Quality Improvement (QI) program for Norcom and assist to develop action plans for those providers and systems that are identified in the QI process
  • Participate and assist with UPMC Prehospital Care community health events as applicable
  • Provide ongoing assessment and development of strategies for improvement opportunities for department operations for Norcom.
  • Provide expertise to EMS Manager meetings.
  • Collaborate with local EMS agencies, UPMC Passavant Emergency Departments, Medical Director for Prehospital/Norcom, UPMC Prehospital, and other UPMC Passavant departments as appropriate.


  • Minimum 5 years experience as a paramedic or EMT.
  • Bachelor's degree in a health related field or 3 years in a management position in an EMS or health care agency preferred.
  • Strong computer skills in Microsoft Office (Access, Word, Excel, and Power Point) required.
  • Excellent communication and interpersonal skills.
  • Excellent organizational skills to work effectively with other departments and services.
  • The ability to compile and analyze data from databases, summarize findings, and present data to internal and external customers.

Licensure, Certifications, and Clearances:
CPR required based on AHA standards that include both a didactic and skills demonstration component within 30 days of hire

  • Basic Life Support (BLS) OR Cardiopulmonary Resuscitation (CPR)
  • Paramedic OR Pre Hospital Registered Nurse (PHRN)
  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct