Operations Manager

We invite you to join a team of highly skilled emergency medical professionals and leaders! Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.

With more than 33,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation, integrated healthcare solutions and disaster response.

The purpose of this position is to manage the day-to-day operations and to meet the values, guiding principles, operating and strategic goals of GMR. 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, she/he must support the GMR values through demonstrated actions.

• 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.
• Participate in the resolution of issues with members of community and political groups and other agencies.
• Keep current on industry trends that have potential impact on the division.
• Plan, control and monitor operating budgets for assigned areas of responsibilities.

• Participate in marketing activities and business development to increase revenues and decrease costs.
• Prepare and analyze financial and other data reports. 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 GMR policies and procedures.
• Ensure continuous quality improvement through clinical, aviation and maintenance 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.
• Participate in the resolution of labor disputes
• Ensure consistent and fair treatment of employees.
• Role model appropriate behaviors with regard to 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 the division 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.
• Moderate travel to assigned areas of responsibility
• 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 work 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
• Perform other duties as assigned

Experience:

• Minimum: Five (5) years experience in EMS and/or in a Health System(s)
• Preferred: Three (3) years management experience Education:
• Preferred: Bachelor's degree in Business, Healthcare or other appropriate field of study Skills:
• Effective oral, written, and interpersonal communications
• Effective internal and external customer service Credentials/Licenses:
• Preferred: Current National Registry and or State EMT/Paramedic License
• Preferred: Current Nursing License

Working Conditions:

• This position requires operating on aircraft and/or driving an emergency vehicle throughout shifts of varying durations, walking on uneven or slippery ground; exposure to various weather conditions, day and evening shifts; potential exposure to dust, gas, fumes or chemicals; working at heights and/or in confined spaces; and potential for exposure to blood-borne pathogens, known and unknown medical conditions (protective materials are provided and precautions are required).
  • This position is not intended to regularly perform these functions

Physical Demands:

• Hearing: Must be able to hear and understand information provided by GMR staff, Emergency personnel, hospital representative and others.; must be able to differentiate separate conversations; must be able to hear and understand radio traffic.
• Speech: Must be able to speak and communicate clearly and at a level audible to others, must be able to speak clearly, must be able to verbally communicate with GMR staff, Emergency personnel, hospital representative and others.
• 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 flight requests, treatment and transportation of patients, and interaction with GMR staff, Emergency personnel, hospital representative and others.
• Must be able to handle novel and diverse work problems on a daily basis. Personal maturity and sound judgment are important attributes.