EMS Operations Supervisor

Job 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. 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) 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 Working Conditions And Mental/Physical Requirements Frequently: physical agility test, kneeling, stooping, bending, leaning, flexibility, multiple physical activities performed at the same time (carrying multiple equipment while pushing on pram) Constantly: hearing/listening/talking, clear speech, simple touching/dexterity, typing, sitting, flexibility‑upper body, seeing Mental Requirements: Critical thinking skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Guiding Values and Behaviors Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do. One Team - We respect each other and achieve together what no individual can alone. Innovation - We are driven to develop solutions that inspire progress. Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties. Ownership - We are accountable for what we do and take pride in how we do it. Citizenship - We are dedicated to being good stewards in the communities we serve. Reporting Relationships Reports to: Operations Manager Interrelationships: Operations; Operations Management 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. #J-18808-Ljbffr