Operations Manager

Summary Description

The Operations Manager is responsible for planning, organizing, directing, and controlling significant operational and maintenance functions of a designated operations unit or production center. The Operations Manager has formal authority (decision-making) over all affairs affecting the designated operations unit or production center, including System Status Management, and provides staff authority (advising, assisting, and offering services) to other positions within the organization.

This position performs a wide range of complex administrative activities related to operations and other discretionary functions that support effective organizational performance. The Operations Manager assists senior leadership in formulating objectives, policies, and strategies. He or she communicates guidelines for approved company plans, programs, and procedures to ensure effective management of personnel, activities, and operations while supporting the achievement of current and future organizational goals.

The Operations Manager is responsible for providing recommendations related to budget preparation for the designated operations unit or production center and overseeing statistical information control and distribution as it pertains to system status management. The Operations Manager may serve on utilization or operational committees as required by company policy.

The Operations Manager must maintain knowledge of local, state, and federal laws and regulations applicable to ambulance and wheelchair transportation services. He or she maintains relationships with local and state agencies to foster cooperation and positive public relations. The Operations Manager is responsible for the efficient operation of the designated service area and for ensuring the highest possible quality of care and safety for patients being treated and transported by operational crews.

The goal of the Operations Manager is to produce high-quality unit hours at a reasonable cost while meeting organizational coverage requirements. A high-quality unit hour may be summarized as a clinically competent, professional, well-motivated crew conducting themselves at all times in a safe, friendly, caring, and professional manner while utilizing reliable, clean, well-maintained equipment under the direction of the communications center.

The Operations Manager participates in and/or undertakes special projects as assigned by senior leadership.

Description of Duties

• Confer regularly with senior leadership, Operations Supervisors, Assistant Supervisors, and other management personnel to discuss organizational activities.
• Plan medium- and long-range goals and objectives for field operations.
• Participate in the selection and placement of operational personnel at the supervisory level and provide input regarding staffing decisions.
• Maintain positive relationships with the public and allied agencies as they relate to field operations.
• Assist with contract negotiations and governmental relations affecting operational services.
• Ensure assigned personnel are fully informed of company policies, procedures, and job-related information.
• Review and act upon incident reports, deviation reports, exception reports, and other operational documentation as necessary.
• Remain informed regarding accidents, injuries, policy violations, interagency relations, employee morale, noteworthy events, and employee performance.
• Review performance evaluations of Operations Supervisors and Assistant Operations Supervisors and provide input into the appraisal process.
• Assist Operations Supervisors and Assistant Operations Supervisors with employee coaching, counseling, and disciplinary actions as appropriate.
• Maintain a working knowledge of all operational equipment utilized within the organization.
• Ensure adequate staffing levels for the designated operations unit or service area.
• Ensure compliance with maintenance requirements for company vehicles, facilities, and equipment.
• Attend required continuing education and professional development programs.
• Serve as a liaison for senior leadership by attending meetings with allied agencies and community partners.
• Maintain close working relationships with representatives of all company departments.
• Assign operations personnel according to qualifications, certifications, experience, and operational needs.
• Recommend policies and operational improvements to management.
• Perform other duties as assigned by senior leadership.

Environmental Conditions

This position is typically based in an office environment; however, the employee must be adaptable to working in all types of weather conditions, including but not limited to rain, snow, extreme heat, and other adverse environmental conditions.

Due to the nature of emergency medical services and patient transportation operations, employees may occasionally be exposed to:

• Bodily harm
• Bloodborne pathogens
• Other potentially infectious materials (OPIM)
• High-stress and unpredictable environments

Job Responsibilities Related to Patient Privacy

• Protect the privacy and confidentiality of all patient information in accordance with company privacy policies, procedures, applicable federal, state, and local laws, and accepted standards of healthcare professionalism.
• Failure to comply with company privacy policies and procedures may result in disciplinary action, up to and including termination of employment.
• Access protected health information and other patient information only to the extent necessary to perform assigned job duties.
• Share patient information only with authorized individuals who have a legitimate business need related to treatment, payment, or healthcare operations.
• Report any concerns regarding privacy policies, procedures, or potential privacy violations without fear of retaliation to the designated Compliance Officer or appropriate management representative.
• Participate in required privacy and compliance training programs.
• Communicate privacy policy requirements to coworkers, students, patients, and others as required by company policy.

Equal Employment Opportunity

The Company is an Equal Opportunity Employer and welcomes applications from all qualified applicants. Employment decisions are made without regard to race, color, religion, sex, national origin, age, marital status, disability, veteran status, sexual orientation, gender identity, genetic information, or any other protected status under applicable law.

Reasonable accommodations will be provided in accordance with applicable federal, state, and local laws.

Drug and Alcohol-Free Workplace

The Company maintains a drug- and alcohol-free workplace. In accordance with company policies and procedures, employees may be subject to drug and alcohol screening as a condition of employment and continued employment.