Local Clinical and Education Services

AMR’s Clinical and Education Services Department (CES) helps ensure we provide high quality patient care. CES follows AMR’s quality assurance program guidelines to ensure all calls meet our rigorous clinical and customer service requirements. Based on their findings, the CES staff provides recommendations and training to caregivers. CES is responsible for all areas of clinical excellence and oversees training, customer service, caregiver credentialing and clinical practice activities.

 

AMR’s regions and local operations each staff their own CES groups. CES groups may be staffed by a combination of specialists including a CES specialist or coordinator, a quality improvement (QI) specialist and field training officers. CES specialists, QI specialists and field training officers are usually experienced nurses or paramedics with extensive patient care experience.

CES Responsibilities

• Clinical practice oversight – Use a variety of tools, including quality improvement activities, data collection and analysis, to promote and improve clinical excellence.


• Customer service – Monitor service levels to ensure caregivers and operations deliver excellent customer service to patients and the communities we serve.


• Caregiver credentialing – Monitor and track caregiver credentialing, including all applicable EMT and paramedic certification.


• Skills testing – Perform annual skills tests that provide insight on caregiver skills competence and decision making abilities.


• Clinical investigations – Investigate cases when medical care deviates from established protocols. Most investigations are conducted jointed by CES and the local medical director.