Operations Supervisor

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Job Description Summary : 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 38,000 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 as well as fire services, integrated healthcare solutions and disaster response.

JOB SUMMARY
The mission and purpose of this position is to ensure the compassionate delivery of high quality care and service in a professional and cost-effective manner through the supervision of field personnel.

Provides direct patient care in accordance with company protocols and/or online medical direction. Assists with the coverage of open shifts as needed in the assigned area.

ESSENTIAL FUNCTIONS/DUTIES
STRATEGIC CHALLENGES

The Operations Supervisor is the first line of support and supervision over the actual delivery of care and transport service for the operating division. The primary responsibility of the Operations Supervisor is to direct and support field personnel to ensure cost effective, professional delivery of service and care to customers/patients. The critical strategic challenges to this position include the following:

Changing customer expectations, including changes in the way care is delivered, potentially expanding services, or loss of services to other agencies (e.g., fire departments) have resulted in unclear or confusing role definitions. This results in changing employee expectations and lowered employee morale
The growth-through-acquisition strategy has impacted all areas of AMR, resulting in the need for integration of processes and culture, which also impacts employee morale. The Operations Supervisor must deal with these morale issues daily
Reorganization of work, which has resulted in role confusion for the Operations Supervisor. Some positions are focused on the supervision and support of reporting employees; other supervisors spend a great deal of time on data collection and reporting, leaving limited time for supporting employees
Very large spans of control and employee shift structures make it extremely difficult for an individual Operations Supervisor to forge a strong relationship with the employees he/she is responsible for. This relationship needs to exist to support employee communications and coaching and development. In some locations, there are no assigned reporting relationships at all, which creates even more difficulty
Changes in technology result in faster, easier methods for communicating, and collecting and analyzing data. The Operations Supervisor must ensure the implementation and proper use of such technology to maximize productivity and effectiveness
The demands of the organization often exceed the time available for Operations Supervisors to do the work

KEY RELATIONSHIPS

Key Internal Customers and Suppliers
The Operations Supervisors primary relationship is with the field crews. He/she works collaboratively with the Paramedics and EMTs to coach and support their success
The Operations Supervisor works closely with the Communications Center to provide direction on procedure and protocol use, ensure processes are followed, and to resolve issues that may arise
The Operations Supervisor works collaboratively with the Operations Director/Manager and senior management to ensure clear understanding of Vision, values, goals and objectives
The Operations Supervisor works with the Field Training Officer to ensure Paramedics and EMTs are receiving required training to optimize performance
The Operations Supervisor provides information and resolves issues with staff functions at the local and regional level regarding human resources, risk management, payroll, and other functions
The Operations Supervisor works closely with other Operations Supervisors to ensure the exchange of information about specific events, activities, and best practices

Key External Customers and Suppliers
The Operations Supervisor often works with patients, family members, and friends
The Operations Supervisor works daily with heads of ancillary emergency agencies, such as fire and police, to ensure integrated efforts
The Operations Supervisor works daily with employees of hospitals, physician groups, nursing homes and other providers to resolve issues and ensure continued operational relationships
The Operations Supervisor has working relationships with the appropriate management of HMOs and other insurers associated with the service area
The Operations Supervisor, in collaboration with higher management, provides information and responds as necessary to the media regarding crisis events involving the division
The Operations Supervisor may be required to maintain effective relationships with vendors of various products and services

KEY COMPETENCIES

Integrity
Inspire Trust: Establish credible, trusting relationships; behave in accord with expressed beliefs and commitments; build trust with others through own authenticity, consistency and follow-through on commitments
Act with Integrity: Demonstrate values-based leadership and sound ethics; show consistency among principles, values and behavior; maintain high standards of integrity and protect confidential information
Professional Maturity: Realistically appraise own strengths and weaknesses; share credit and visibility; maintain and project confidence, even when not supported by others; willing to ask for help from experts on relevant issues
Demonstrate Adaptability: Flexibly respond to multiple demands, shifting priorities, ambiguity, and rapid change; show resilience in the face of constraints, frustrations, or adversity; demonstrate flexibility and an appropriate sense of humor

Respect for People
Build Relationships: Relate to people in an open, friendly and accepting manner; show sincere interest in others and their concerns; initiate and develop relationships with others as a key priority
Listen to Others: Demonstrate attention to and convey understanding of the comments and questions of others; listen well in a group
Foster Open Communication: Create an atmosphere in which timely and high quality information flows smoothly between self and others; encourage the open expression of ideas and opinions; discourage use of the rumor mill
Manage Disagreements: Bring substantive conflicts and disagreements into the open and attempt to resolve them collaboratively; build consensus
Influence Others: Assert own ideas and persuade others; gain support and commitment from others; mobilize people to take action

Customer Focus
Focus on Customer Needs: Anticipate and work to understand customer needs; take action to meet customer needs; continually search for ways to increase customer satisfaction
Know the EMS Industry: Know what it takes to be successful in the EMS industry; have a thorough knowledge of EMS practices, customers, and the competitive environment
Maintain EMS Technical Competence: Possess up-to-date knowledge in the profession and industry; access and use technical experts when appropriate; stay competent on clinical skills and current on procedures and protocols; author and communicate necessary updates and revisions to policies/procedures/protocols
Analyze Issues: Gather relevant information systematically; consider a broad range of issues or factors; grasp complexities and perceive relationships among problems or issues; seek input from others; use accurate logic in analyses
Use Sound Judgment: Make timely and sound decisions; make decisions under conditions of uncertainty and crises; utilize AMRs Vision and Guiding Principles for decision-making
Innovate: Generate new ideas; go beyond the status quo; recognize the need for new or modified approaches; bring perspectives and approaches together; combining them in creative ways

Diversity
Value Diversity: Show and foster respect and appreciation for each person whatever that persons background, race, age, gender, disability, values, lifestyle, perspectives, or interests; seek to understand the views of others; see differences in people as opportunities for learning about and approaching things differently
Coach and Develop: Accurately assess strengths and development needs of employees; give timely, specific feedback and helpful coaching; provide challenging assignments and opportunities for development
Develop Oneself: Learn from experience; actively pursues learning and self-development; seek feedback and welcomes unsolicited feedback; modify behavior in light of feedback

Accountability
Establish Plans: Develop short- and long-range plans that are appropriately comprehensive, realistic, and effective in meeting goals; integrate planning efforts across work units
Manage Execution: Assign responsibilities; delegate to and empower others; remove obstacles; allow for and contribute needed resources; coordinate work efforts when necessary; monitor progress

Teamwork
Foster Teamwork: Build effective teams committed to organizational goals; foster collaboration among team members and among teams; use teams to address relevant issues by involving them and valuing their contributions
Leverage Networks: Identify and cultivate relationships with key stakeholders representing a broad range of functions and levels; build strong external networks with people in the industry and profession
Display Organizational Savvy: Develop effective give-and-take relationships with others; understand the agendas and perspectives of others; recognize and effectively balance the interests and needs of ones own group with those of the broader organization
Motivate Others: Encourage and empower others to achieve; adapt approach to motivate individuals; create enthusiasm, a feeling of investment, and a desire to excel

KEY RESPONSIBILITIES

Ensure continuous quality improvement through clinical management and protocol compliance
Investigate accidents and major incidents to gather information, resolve issues, and communicate findings
Coordinate operations during times of disaster
Gather information from customers regarding issues and problems, document complaints, and work with others for resolution to ensure customer satisfaction
Provide appropriate resources to debrief care-giving personnel (CCTs, Paramedics and EMTs) after particularly critical incidents (Critical Incident Stress Debriefing)
Schedule crews to staff units, including re-scheduling for employees on sick leave, and ensure crews are on the street at the beginning of their shifts
Function as a crew Paramedic or EMT as required
Manage the storage, distribution and collection of narcotics
Provide support and assistance to the field personnel to help them achieve maximum performance
Provide daily direction and clarity of expectations to field personnel
Collect information, conduct meetings and resolve issues with regard to employee problems, issues and concerns
Coach employees to perform at their highest levels and provide performance feedback
Assist employees in career planning
Provide support to crews by acquiring needed resources
Participate in the resolution of union or non-union grievances and administer the disciplinary process
Communicate division and AMR information to field employees clearly, gather information from the field regarding company issues, and report and help resolve field-management issues
Partner with human resources to ensure the availability of employee counseling as necessary
Identify needs and support continuous improvement in employee development through training.
Participate in orientation of new employees
Administer company policies and procedures, as well as employment law in a consistent manner
Interact daily with fire, police, hospital, physician group, nursing homes and other service providers regarding the integration and delivery of services and to manage the AMR image with facilities
Participate in community service to enhance the image of the company
Identify customer processes that lead to enhancements of service
Supervise the daily operations of the field
Collect paperwork and generate reports for management
Assist crews in stocking trucks/units
Ensure unit readiness by managing the fleet and materials
Screen trip tickets
Reinforce importance of complete, accurate, and timely completion of run reports

Perform other duties as assigned

SUCCESS MEASURES:

Employee Performance
Employee Satisfaction (survey results) and Morale
Employee Performance and Productivity
Employee Development (bench strength)
Teamwork (smooth operation flow)
Employee Empowerment
Retention Rate/Turnover

Operational
Investigation Results (resolution)
Incident Resolution
Safety Compliance
Quality of Clinical Care
Regulatory Compliance
Chute Time, Turnaround Time
Chart Audits
Customer Complaints
Response Time Performance and Compliance
Ethical Behavior

QUALIFICATIONS
Experience:
EMS Field Experience
Past supervisory experience
Field Training officer experience or Instructor experience
Experience as a SSC or EMD

Education:
High School Diploma or equivalent (GED)
Associate of Arts or Bachelor of Science or Arts in Business, Healthcare or Appropriate Field of Study

Skills:
Ability to employ discretion and confidentiality

Credentials/Licenses:
Current Paramedics or EMT certification/all other required certifications
Driving policy in compliance with AMR policy regarding insurability

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.