SUMMARY DESCRIPTION: OPERATIONS MANAGER
Purpose: To define the responsibilities and authority of the Brougham Ambulance Operations Manager.
The Operations Manager bridges the gap between field staff and upper management. The Operations Manager is responsible for ensuring that the operational needs of Brougham Ambulance are achieved with best practices and fewest resources. The Operations Manager has formal authority (decision-making) over all affairs that affect the designated operations of Brougham Ambulance, System Status Management of all ambulance and communications departments and staff authority (advise, assist, or offer service (Advise) to other positions within the organization. Performs a wide range of difficult to complex administrative activities related to operations and discretionary activities that serve to support effective Brougham Ambulance operations.
The Operations Manager assists the CEO, CFO, General Manager on delegating and formulating objectives, policies, and strategies.
He/she announces guidelines for authorized company plans, programs, and procedures to ensure the effective management of the personnel, activities, and programs and to work toward the attainment of current and future Brougham Ambulance objectives to meet and exceed in company growth.
Responsible for recommendations in budget preparations as it pertains to the designated operations of Brougham Ambulance. The Operations Manager has discretionary authority over all phases of Unit Hour Utilization (UHU) Production for designated operations, responsible for the expert, efficient and professional operations of Brougham Ambulance, system status control functions of designated operations/departments.
He / She must be familiar with local, state, federal laws and regulations applicable to the operations of Brougham Ambulance. He /She maintains contacts with local and state agencies to foster cooperation and good public relations. He / She is responsible for the efficient operations of the designated operations / departments and is to ensure the highest possible quality of care, and safety of the patients being treated and transported by the crews providing patient care and transportation services.
The goal of the Brougham Ambulance Operations Manager is to produce high - quality unit hours at a reasonable cost per unit hour.
“High quality unit hour” may be summarized as a clinically - competent, neat - appearing, well-motivated crew conducting themselves at all times in a safe, friendly, caring, and professional manner, while working with high quality, reliable, clean, and well-maintained equipment under the direction of operations.
The Operations Manager participates in and/or undertakes any special projects as required by the General Manager and/or other designee.
DESCRIPTION OF DUTIES:
OPERATIONS MANAGER
➢ Confers frequently with the Senior management staff, department heads to discuss the activities of the company.
➢ Plans medium and long-range goals and objectives for field operations.
➢ Responsible for selection and placement of operations personnel at the level of Supervisor, field training officer (If Applicable).
➢ Responsible for maintaining good relations with the public and allied agencies as they relate to the field operations divisions.
➢ Assists in contract negotiations and governmental relations affecting the individual operating division.
➢ Ensures that assigned personnel are fully informed of company policies, standard operating procedures, local, state and federal compliance policies and procedures.
➢ Reviews and acts upon, as necessary, all incident, deviation/exception, and other reports within the company.
➢ Keeps current on events affecting Brougham Ambulance: accidents, injuries, breaches of policy, interagency relations, morale, newsworthy events, and superior/poor performance by field and communications (if Applicable) personnel.
➢ Responsible for reviewing performance evaluations of Supervisors and department heads within the designated operations division(s) and providing input into the appraisal process.
➢ Assists the Supervisors and department heads in administering discipline and counseling to achieve a desired result. *May carry out discipline up to and including terminations*
➢ Responsible for a working knowledge of all equipment within the company.
➢ Responsible for adequate staffing of the designated operations division(s).
New hire, and annual employee orientation scheduling.
Adjusting staffing levels to prevent, and reduce overtime, or wasted labor hours, daily evaluate the call volume trends to adjust staffing levels, start, and stop times.
Ensuring staffing levels are adequate to meet the call demand and pre-scheduled call volume.
Customer satisfaction and feedback, I.E., all persons interacting with the operations managers must be satisfied or referred to the general manager.
Ensures staff have and participate in maintaining a safe and positive work environment.
Develops operational plans to meet business objectives highlighted by the general manager.
Seek out and correct all deficiencies.
Conducts incident reporting and develops corrective action plans.
Conducts employee corrective training plans.
Ensure staff activities are compliant with approved policies and procedures.
Report concerns to the general manager.
Responsible for ensuring maintenance compliance of company vehicles and facilities as directed by the fleet manager or delegate.
➢ Attends needed continuing education programs as required and /or as needed.
➢ May act as a liaison for Senior Manager’s by attending meetings with allied agencies.
➢ Maintains close working relationships with representatives of other departments within the company.
➢ Confers frequently with administrative personnel to discuss the activities of the company.
➢ Recommends policy / standard operating procedures to the Administration.
➢ Other reasonable duties relating to this position as determined by the General Manager and/or designee.
KNOWLEDGE, SKILLS, AND ABILITIES:
OPERATIONS MANAGER
1. Knowledge of clinical skills in basic and / or advanced life support.
2. Ability to exercise authority with logic and consistency.
3. Ability to evaluate performance of subordinates objectively and accurately.
4. Knowledge of matters of employee health, safety, and mindful of loss control.
5. Knowledge of local, regional, and state laws, rules, and regulations pertaining to EMS, ambulance operations and Communications
(Dispatch)
6. Ability to delegate effectively.
7. Ability to communicate effectively.
8. Ability to administer discipline and counsel employees effectively to achieve a desired result.
9. Ability to remain calm under pressure.
10. Ability to make quick lifesaving decisions.
11. Ability to gain respect from others rather than demanding it.
12. Ability to minimize stress by identifying problems before they occur and effectively dealing with stressful situations that do occur.
13. Intermediate knowledge of business, management, and fiscal skills and demonstrates ability to implement these skills.
14. Basic computer literacy required.
15. Approves of all changes in status for operations personnel including but not limited to: job status, shift, schedule changes and promotions.
16. Must be trained in typical college format; able to study and learn independently.
17. Able to learn from on-the-job experiences and draw inferences from diverse sources.
18. Able to interpret instructions and understand implications using a broad background of knowledge and experience.
19. Able to draw inferences and set up effective solutions when unexpected problems arise on the job.
20. Able to plan and coordinate logistics in an efficient and cost-effective manner.
21. Able to communicate opinions, observations, and conclusions such that they are understood.
22. Ability to influence groups to both accomplish tasks and fulfill the needs of their members.
23. Knows the key concepts and variables that define the ambulance industry (e.g., critical issues, economic vulnerabilities, measurements, information sources).
24. Knows the strategy, structure, and systems of Brougham Ambulance
25. Intellectual versatility...Recognizing, exploring, and using a broad range of ideas and practices, thinking logically and creatively without undue influence from personal biases.
26. Relationship versatility...Adjusting behavior to establish relationships across a broad range of people and groups.
27. Records and data management skill...Writes good reports and records data in an efficient and easily retrievable form.
28. Able to serve as an effective role model for subordinates.
29. Negotiation skill...Securing win-win agreements while successfully representing a special interest in a decision situation.
30. Objectives preparation skill...Preparing clear statements which describe desired outputs.
31. Participates in implementation and evaluation of Loss Control Program for Brougham Ambulance.
SPECIAL REQUIREMENTS:
OPERATIONS MANAGER
* Associate of Arts (A.A.) and Associate of Science (A.S.) or equivalent experience (5 years senior management experience) and/or any equivalent combination of *education and experience that provides the required knowledge, skills and abilities.
*Strong background in Operational aspects of Ambulance and Emergency Medical Services
*National Registry and/or State certification as EMT, EMT-I, or EMT-Paramedic (preferred). Or 5 years senior management experience.
*Current Advanced Cardiac Life Support certification (ACLS)- (If Applicable).
*Current Basic Cardiac Life Support Certification (BCLS) - (preferred)
*Current Pediatric Advanced Life Support certification (PALS)- (If Applicable)
*Los Angeles City Department of Transportation Permit – LADOT (if Applicable)
*Must be available for recall 24 hours a day for emergency situations. Must be at a designated phone number or able to *be contacted by cell phone. If you plan to be unreachable for 24 hours, must notify the General Manager.
*Must be flexible in work schedule to meet the demands of the company.
*Must attend scheduled and called meetings.
*Must have strong computer skills.
The daily responsibilities of the Operations Manager
Start of Shift
At the start of the shift, review the pre-scheduled transport and current field coverage to ensure efficient staffing
that will meet the daily demand, and to adjust staffing to accommodate additional calls by pre-emptively have a call-in (assign hire) list updated and ready in case of need for additional staffing to cover the needs of our service.
Conduct issued ambulance equipment inventory; tablets, keys, equipment, and supplies needed / required to expedite unit daily ambulance and equipment inspection to expedite in-service procedures.
Interact with staff to source complaints, concerns, deficiencies, and feedback, in order to correct and report said items to the proper manager.
Throughout Day
Plan and coordinate with dispatch any service coverage required.
Review the current day’s call census to identify zero hours, and potential issues to develop and implement corrective action plans such as addressing service availabilities to the Business Development team to attain additional transportation services requests.
Evaluate dispatch assignments to prevent overlapping calls, wasteful call assignments and unit crossing to promote proper unit utilization assignments.
Provide dispatch with oversight and support to ensure efficient resource allocation.
Maintain accountability of field resources, obtain status updates when units are not meeting efficiency standards and expectations or appear to be delayed.
Conduct field and performance evaluations on all field staff members including Business Development team members.
Delegate station and vehicle cleaning duties, coordinate deep cleaning activities as required by local/state and federal levels of compliancy.
Randomly Audit 2 EPCR runs per crew & provide each crew with quality assurance and improvements.
Evaluate New-Hire field trainee’s performances and assist in the process of the new hire to attain all required information for a successful outcome.
End of Shift
No later than 1500 hours, review next days scheduled transports and compared to staffing, adjust staffing to accommodate pre-scheduled and time of service histories to properly staff for service coverage.
Always attempt to greet ambulance crew members whenever possible to address any pertinent information; concerns, issues, complaints, areas requiring improvement, anything to potentially add value and professionalism to the ambulance and communications departments and to address any employee concerns.
Make sure that all Brougham Ambulance stations are properly supplied with all the required supplies and equipment for replacements and/or exchanges when needed.
Secure all entry ways to the station(s) offices prior to the completion of your day.
Job Type: Full-time
Pay: $68,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 12 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Ability to Commute:
- Granada Hills, CA 91344 (Required)
Ability to Relocate:
- Granada Hills, CA 91344: Relocate before starting work (Required)
Work Location: In person