Job Title: Director of Operations
Reports To: Regional Director
Department: Administration Location
FLSA Status: Exempt
SUMMARY: With the guidance of the Regional Director the Director of Operations provides leadership and direction to field and communications staff to fulfill the American Medical Response mission and "total patient care" concept; promotes a positive climate for employee relations through teamwork and peer driven excellence; reinforces constructive and professional relationships with hospitals, and other members of the EMS team and ensures contract compliance with the local EMS agency. The Director of Operations must work to meet the business objectives of the organization by ensuring internal and external customer satisfaction and positive community relations, retaining profitable market share and driving non-acquisition growth.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide day-to-day leadership and direction of all assigned business functions, such as operations, financial performance, resource procurement and deployment, communications, clinical services, quality improvement and others when appropriate.
- Work in concert with Regional Director and other leadership, as appropriate, to develop clearly-defined goals, objectives and plans related to the operational performance of the organization.
- Evaluate on-going operational performance criteria in real time and oversee execution of initiatives designed to ensure operations are on-track with established goals and objectives; must be highly adept at analyzing data and crafting solutions rapidly.
- Ensure operational and medical compliance with response times, local/state/federal regulations and all applicable patient care protocols.
- Establish and maintain an on-going interface with key stakeholders and industry principals – including but not limited to the medical director and his staff, and officials at first responder agencies and receiving hospitals – to enhance the company and stakeholders’ standing in the community and industry.
- Respond promptly and effectively to any queries generated by the Office of the Medical Director or other key stakeholders; conduct or oversee thorough investigations of any customer complaints, service queries, personnel matters or other issues.
- Provide clear leadership, direction and information for staff; engage managers and others in fulfilling our organizational and their own professional goals.
- Represent the organization at public events, meetings and other such events.
- Collaborate with human resources staff on hiring, termination and other personnel matters.
- Perform all the above functions in accordance with established financial and operational plans and goals pertaining to cost effectiveness and efficient management.
- Know and follow Information Systems security policies and procedures
- Attend Information Systems security training, when offered
- Report information systems security problems
- 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. Champion affirmative action efforts in all aspects of employment, including but not limited to staffing, training, promotion, etc. Responsible for compliance with and enforcement of company/department policies and procedures.
- A bachelor’s degree in business administration, management, related field, or equivalent experience as determined by superior.
- Advanced degree in related field of study preferred (i.e. Business, Management, Human Relations, EMS, Administration) preferred.
- Completion of a course of study in basic and advanced prehospital care and transportation preferred.
- At least three years EMS operations management or equivalent experience as determined by the superior.
- At least three years of providing prehospital care and transportation preferred.
Knowledge & Skills:
- Documented administrative skills, including management principles and interpersonal abilities.
- Documented organizational abilities.
- Able to produce a business plan for new projects.
- Knowledgeable in areas of federal reimbursement as it applies to the ambulance industry, i.e., Medicare and Medicaid.
- Must possess excellent organizational skills with attention to detail, ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Must possess advanced math skills.
- Must possess strong computer skills, including ability to complete advanced functions in Microsoft Work, Excel and various reporting and data analysis programs.
- Able to monitor a large group of employees.
- Must demonstrate strong analytical, numerical and reasoning abilities.
- Must possess excellent communications skills, written and verbal.
- Must be available 24 hours for calls (company to provide communications devises).
- Required to maintain and operate a vehicle to perform essential job functions.
Frequently: Analyzing, decision making.
Constantly: Simple reading and writing, high math and writing skills, clerical, memorization, perception/computation, problem solving, simple math skills, judgement, reasoning.
Frequently: Intense tasks, busy environment.
Constantly: High pressure.
Occasionally: Facsimile, keyboard, stapler, copier, calculator.
Frequently: Computer, telephone, smart phone/cell phone, iPad,
Occasionally: Extended day. Outside in various weather conditions.
Constantly: Works alone, with and around others, face-to-face and verbal contact, inside.
EOE Including Veterans and Disabled