Over 300 EMTs and Paramedics make up Medic’s Field Operations team. These care providers go through an intensive hiring process and continuous clinical education, subsequently producing some of the best patient outcomes in the country. Our patients would agree that we have the best of the best…of those surveyed, 98% agree that their experience with Medic was good, very good or excellent!

Medic’s Central Medical Emergency Dispatch center, or CMED, is the only secondary Public Safety Answering Point for medical calls in the entire state of North Carolina. This means when a 911 call is placed, instead of the police department dispatching an ambulance, the call is transferred directly to CMED, who then communicates with the caller, performs medical triage, dispatches appropriate resources and provides life saving instructions. The center is an Accredited Center of Excellence (ACE) by the International Academies of Emergency Dispatch (1 of only 183 worldwide), which is an honor held only by elite dispatch centers who display highly specialized skills of telecommunications.

Medic’s Logistics Department operates around the clock to stock ambulances, order supplies and maintain inventory critical to patient care. This service is extremely beneficial to Field Operations, who would traditionally be responsible for stocking duties before and after shifts. Logistics plays a key role at Medic, though never has it been more evident than during the Agency’s COVID-19 response, ensuring each and every Field Operations team member had adequate PPE to keep themselves and patients safe.

The Special Operations division was created by MEDIC to help manage the Agency’s specialized assets and provide prehospital emergency medical care in non-traditional environments such as multiple patient incidents, special events, and specialized law enforcement operations. Special Operations Technicians are responsible for deploying the Agency’s Mass Casualty Unit and buses to incidents where multiple patients could be encountered. They also maintain the fleet of Utility Vehicles that are staffed during special events. Special Operations Medics work with local, state, and federal law enforcement agencies providing prehospital emergency medical care during specialized law enforcement operations. They have been trained to work with Special Weapons & Tactics (SWAT) Teams, Bomb Squads, and Field Force Teams during incidents. The Airport EMS Team provides on-site emergency medical care at Charlotte-Douglas International Airport inside the terminal or onboard an aircraft, using custom-designed carts to transport patients to an awaiting ambulance when needed.

Medic’s Information Technology team is responsible for the highly complex and state of the art technical architecture solutions and maintenance required for a high-performance EMS system to operate. From our fully customized electronic patient care reporting solution to everyday maintenance, implementation and cybersecurity, IT is behind the scenes making sure our systems are operating without downtime, 24×7-365 so that we are ready to respond, when and where we are needed.

The Performance Improvement department is home to the teams responsible for Medic’s clinical and quality improvement, continuing education, and scheduling the deployment of the agency’s assets. These teams, totaling 21 members, work diligently to support Medic’s patient-facing team members and in pursuit of continuous improvement.

• The Clinical Improvement team is focused on achieving Medic’s vision of clinical excellence. Building onto our existing successes in pre-hospital treatment, this team identifies and investigates opportunities to improve further the outcomes of every patient we encounter through performance monitoring and quality assurance practices.
• At Medic, we believe our people are our most valuable resource. The Forecasting and Scheduling team monitors trends and staffing levels to ensure our highly skilled EMTs and Paramedics are available to respond to calls for service in the community.
• The Medical Services team operates in service to our patients and patient-facing teammates. Through interactive simulations, regular trainings, and support of hiring and onboarding processes, the team operates in continuous commitment to our patients’ clinical outcomes.
• The Quality Improvement department derives meaning from all of the Agency’s data, monitoring performance and identifying improvement opportunities. The team is responsible for data aggregation and analysis, which supports the Agency’s improvement and research agendas and forms the metrics to which we are held.

Medic’s on-site Fleet Department maintains the agency’s fleet of 108 assets: ALS & BLS ambulances, UTVs, mass casualty buses, and other agency vehicles. The team is currently in process of transitioning the ambulance fleet to all custom Dodge 5500 SLT 4X4s, set to be complete in 2022. They are also committed to reduce waste by reducing idle time using the latest technology. Fleet also manages all equipment inside the units such as stretchers, cardiac monitors and AEDs. Facilities makes sure all Medic properties, Headquarters and outlying posts, are functional updated throughout the year as needed including building improvement projects and day-to-day maintenance.

Not your average Human Resource team! Medic HR is responsible for day-to-day hiring and recruitment processes (including a candidate assessment center for EMTs and Paramedics and a new hire academy). HR also supports all employees with benefits and compensation inquiries, hosts a yearly Health Fair and provides a public safety – specific employee assistance program. The HR also hosts the Explorers Program, which educates our local residents about EMS as a career (current Medic Paramedic Wilson, pictured left, was a graduate of the Explorer’s program).

The Public Relations Department is responsible for all internal and external communications. Internally, the team organizes and distributes critical communications via multiple platforms, coordinates employee recognition efforts and hosts several employee-centered events throughout the year. Externally, PR manages media relations as the dedicated Public Information team, handles crisis communications while also managing social media, website maintenance and community outreach.

Both the Finance and Billing Departments uphold Medic’s commitment to fiscal responsibility on a daily basis. The agency’s budget, funded partly by county subsidy, is uniquely complex and meticulously managed by Finance and audited yearly by a third party. Our in-house Billing Team are the voices on the other end of the phone when, in the aftermath of your emergency, helps patients understand their financial responsibilities and insurance benefits for the services provided by Medic.