Operations Manager

JOB SUMMARY The EMS Chief (Operations Manager) is responsible for the effective day-to-day operation of Lifeguard Ambulance Service in Lamar County, Mississippi. The successful EMS Chief (Operations Manager) ensures that we provide excellent service and quality care to all we serve.

The Operations Manager will work with and lead all members of the local team to develop, implement and maintain necessary reports and documentation to ensure compliance with established operational goals and objectives, and make financial decisions in accordance with his/her assigned fiscal and volume budgets. This leader is responsible for various departments, which may include network and care coordination, depending on the market served. In addition, he/she must support Lifeguard Ambulance and Global Medical Response values through demonstrated actions.

ESSENTIAL FUNCTIONS/DUTIES

• Demonstrate that internal customers are as valuable as external customers, project appreciation and respect for all team members.
• Analyze markets and develop plans which match the supply of out-of-hospital healthcare services appropriately to meet customer demands.
• Ensure optimal service levels to agencies, hospitals, and the medical community. Analyze information regarding customer satisfaction, modify processes, and counsel employees to ensure high levels of customer service.
• Ensure compliance with all aspects of the current Lamar County Contract. Participate in the resolution of issues with members of community, political groups and other agencies.
• Keep current on industry trends that have potential impact on Lamar County.
• Plan, control and monitor operating budget for Lamar County.
• Participate in marketing activities and business development to increase revenues and decrease costs.
• Prepare and analyze financial and other data reports to include a monthly response time compliance report. Make modifications to operations to contain costs.
• Direct and integrate clinical management.
• Design, implement and maintain processes to maximize quality of operations.
• Ensure compliance with Lifeguard Ambulance/GMR policies and procedures.
• Ensure continuous quality improvement through clinical management, communications center, and protocol interaction.
• Establish a program for disaster planning and take control of situations as needed during times of disaster.
• Interact with other emergency relief providers: public and private.
• Establish goals and objectives for field operations based upon communicated goals and strategies for the region, and clearly communicate these goals and objectives to the appropriate employees.
• Manage the recruitment, retention, development, and formal recognition of employees.
• Provide direction, clarity of expectations and coaching to supervision.
• Manage employee performance by setting and communicating standards, measuring results, and providing feedback.
• Act as a resource to employees in resolving problems and increasing effectiveness.
• Ensure consistent and fair treatment of employees.
• Lead by example regarding GMR Vision and Guiding Principles.
• Monitor and ensure compliance with OSHA, EEO, and other applicable local, state, and federal laws governing business and employee relations.
• Modify jobs or roles of supervisor and field employees to increase job satisfaction and employee development.
• Actively develop, train and promote the use of work teams for process improvement.
• Ensure effective, timely and cost-efficient contract administration.
• Volunteer in community activities to increase the image of Lifeguard Ambulance Service and GMR.
• Share information with others in the region, other GMR operating companies, and Corporate, to increase the use of best practices.
• Monitor and make appropriate modifications in processes to manage success measures.
• Implement changes to integrate operational initiatives associated with organizational strategy.
• Establish plans and implement specific actions to assist in the quick, effective integration of new companies into the GMR family.
• Ensure effective risk management (e.g., workers' compensation, safety) through proactive education and training programs.
• Manage inventory (including the fleet of vehicles) in a cost-effective manner.
• Administer the capital budget to ensure effective use of available resources.
• Adhere to all company policies and procedures.
• Adherence to and compliance with information systems security is everyone's responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.
• Mentor employees, conduct performance evaluations, counsel and provide disciplinary actions to assigned personnel, and works to facilitate individual and team development that drives positive results.
• Demonstrates ability to be an independent decision-maker.
• Respond to 911 emergency calls 24/7 as needed in times of system overload.
• Build and maintain good relationships with other emergency response providers.
• Effective oral, written, and interpersonal communications
• Effective internal and external customer service experience
• Perform other duties as assigned by Director of Operations or Regional Director of Operations.

QUALIFICATIONS & Experience:

• Reside in Lamar County, Mississippi or relocate to Lamar County, Mississippi within three (3) months after position appointment.
• Demonstrated leadership experience in EMS.
• Demonstrated ability to effectively communicate through oral, written, and interpersonal communications.
• Effective internal and external customer service experience.
• Valid State Driver License
• Demonstrated mastery of productivity measures.

• Demonstrated history of leading teams to measurable results
• Demonstrate proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams), analyzing data to find trends and management of social media.
• Demonstrated experience in change management.
• Demonstrated experience reducing turnover as a leader.
• Possess a valid NREMT-Paramedic certification upon position appointment.
• Possess a valid Mississippi State Paramedic License upon position appointment.
• Possess a valid Mississippi State EMS-Driver License upon position appointment.
• Bachelor's degree in business, Healthcare or other appropriate field of study is preferred.

Credentials/Licenses:

• Possess a valid NREMT-Paramedic certification upon position appointment.
• Possess a valid Mississippi State Paramedic License upon position appointment.
• Possess a valid Mississippi State EMS-Driver License upon position appointment.
• Advanced Cardiac Life Support Certification (ACLS)
• Pediatric Advanced Life Support Certification (PALS)
• Basic Life Support Certification (CPR)

WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS

* This position may require driving an emergency vehicle throughout shifts of varying durations (up to 24 hours), use of stretchers, ventilators and other medical equipment; walking on uneven or slippery ground depending on the location in which the transport occurs; exposure to red lights and sirens on ambulance and other emergency responder vehicles; exposure to various weather conditions, day and evening shifts; potential exposure to dust, gas, fumes or chemicals (e.g. idling ambulances, responding to vehicle accidents); working at heights and/or in confined spaces (depending on the call); and potential for exposure to blood-borne pathogens, known and unknown medical conditions (protective materials are provided and precautions are required).

Physical Demands:
* Hearing: Must be able to hear and understand information provided by patients, family or bystanders; must be able to hear breath sounds and accurately determine auscultated blood pressures; must be able to differentiate separate conversations in active, distracting environments; must be able to hear and understand radio traffic when responding with lights and sirens.
* Speech: Must be able to speak and enunciate clearly and at a level audible to others in loud conditions, must be able to speak clearly in stressful situations, must be able to verbally communicate with patients, families and other emergency personnel.
* Vision: Requires ability to identify and distinguish colors, clear vision at 20 inches or less (close vision) and clear vision at 20 feet or more (distant vision), peripheral and depth vision, as well as ability to adjust focus.

Mental Requirements:
* Must be able to analyze many variables and choose the most effective course of action for responding to calls, treatment and transportation of patients, and interaction with family members, facility personnel, and others. Must be able to handle novel and diverse work problems on a daily basis, including high pressure trauma scenes. Personal maturity and sound judgment are important attributes. Must be able to relate, communicate and interact with people at all levels within the Company and at customer facilities, as well as with people of diverse backgrounds, age levels ranging from infant to senior, disparate levels of comprehension, and potentially dealing with confused and agitated patients or family members. Requires ability to analyze, evaluate, compare, and compile information, and the ability to coordinate, communicate, and instruct.
* Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
* Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as, percentages, ratios, and proportions to practical situations.
* Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.