Transport Operations Manager

Job Description

Job Description

Job Title: Transport Operations Manager

Reports To: Director of Operations or designee

Department: Operations

Location: Las Vegas, NV

FLSA Status: To Be Determined

Schedule: Full-Time with Availability Based on Operational Needs

Position Summary:

The Transport Operations Manager provides day-to-day leadership and administrative oversight for ambulance and non-emergency transport operations. The manager maintains appropriate staffing, supports safe and compliant field operations, develops employees, reviews operational and clinical documentation, responds to significant incidents, and coordinates the availability and repair of assigned vehicles. The position works closely with dispatch, field personnel, education, billing, fleet, and executive leadership to maintain dependable service and address operational concerns.

Essential Duties and Responsibilities:

• Ensures transport shifts are staffed with appropriately licensed, credentialed, and qualified personnel based on operational needs, service level, and applicable staffing requirements.
• Monitors current and anticipated staffing levels, identifies coverage gaps, and works with employees, dispatch, and leadership to obtain coverage or adjust deployment when necessary.
• Reviews and approves or denies employee requests for paid time off based on staffing needs, company policy, available leave balances, and operational continuity.
• Supports schedule development, shift assignments, special coverage needs, and other staffing changes affecting transport operations.
• Maintains appropriate confidentiality when handling schedules, attendance matters, performance concerns, and employee information.
• Trains and orients new employees on transport operations, field expectations, company policies and procedures, documentation requirements, communications, vehicle procedures, and customer-service standards.
• Develops and presents a monthly company training session of approximately two hours for staff members and ensures the required course materials are submitted for continuing medical education credit.
• Provides ongoing coaching, education, and corrective direction to field personnel when performance or compliance concerns are identified.
• Monitors employee performance and ensures expectations are communicated clearly, consistently, and professionally.
• Assigns attendance points and initiates or recommends corrective action in accordance with company policy and established approval processes.
• Promotes a professional workplace culture focused on patient safety, accountability, teamwork, respectful communication, and dependable service.
• Reviews electronic patient care reports and related operational documentation for completeness, accuracy, timeliness, medical necessity, appropriate treatment within the provider's scope of practice, and compliance with established documentation and billing standards.
• Returns incomplete or deficient reports for correction and provides education or coaching when recurring documentation concerns are identified.
• Escalates clinical concerns outside the manager's licensure, authority, or expertise to the appropriate clinical leader or Medical Director.
• Collaborates with billing and leadership to address documentation deficiencies, missing records, claim-support concerns, and trends that may affect reimbursement or compliance.
• Participates in quality-improvement activities and uses operational data, incident trends, complaints, and documentation findings to recommend corrective actions.
• Responds to operational incidents on an as-needed basis and assumes an appropriate leadership or support role until the incident is stabilized or transferred to the proper authority.
• Conducts timely, objective investigations following company vehicle crashes, patient or customer complaints, safety events, policy concerns, and other reportable incidents.
• Collects and preserves relevant information, including employee statements, patient care records, CAD information, photographs, video, telematics, vehicle records, and witness accounts.
• Documents investigative findings, identifies contributing factors, and submits recommendations for education, corrective action, process improvement, or further review.
• Makes required internal notifications and assists leadership with regulatory, insurance, client, or law-enforcement reporting when directed.
• Coordinates vehicle repair and maintenance needs with the Fleet Manager, approved repair facilities, vendors, and operational leadership.
• Tracks vehicle availability and repair status, communicates out-of-service conditions, and helps prioritize repairs based on operational needs and safety.
• Ensures reported vehicle, equipment, supply, and facility concerns are documented and routed to the appropriate person for correction.
• Supports vehicle and equipment readiness inspections and follows up on deficiencies that may affect safety, compliance, or service availability.
• Serves as a point of contact for field employees and dispatch regarding routine transport operational questions, concerns, and escalations.
• Helps ensure operations comply with company policies, clinical protocols, licensing and permitting requirements, payer documentation standards, contractual obligations, and applicable laws and regulations.
• Maintains awareness of transport volume, unit status, response performance, service delays, and operational risks, and communicates significant concerns to leadership.
• Participates in management meetings, policy implementation, employee evaluations, operational planning, and assigned improvement initiatives.
• Maintains professional relationships with patients, facilities, clients, regulators, vendors, and partner agencies.

Non-Essential Duties and Responsibilities:

• Performs other duties as assigned that are consistent with the responsibilities and operational needs of the position.
• Must be flexible in work schedule and demands of the company.
• Must attend employee and management meetings as directed.

Minimum Qualifications:

• Current SNHD Advanced Emergency Medical Technician license or certification, or the ability to obtain and maintain required Nevada credentials before appointment.
• At least two years of experience as a field EMS provider.
• Current driver license and an insurable driving record that meets company requirements.
• Current CPR credential and any additional certifications required for the employee's clinical level or company assignment.
• Certified Ambulance Documentation Specialist (CADS) certification or ability to obtain within 30 days of employment.
• Working knowledge of EMS operations, patient care documentation, field safety, and professional conduct expectations.
• Ability to review documentation objectively, protect confidential information, and apply policies consistently.
• Ability to communicate effectively in writing and verbally with employees, patients, customers, facilities, and leadership.
• Ability to organize competing priorities, make sound decisions under pressure, and respond to operational needs outside normal business hours when required.
• Proficiency with common business software and the ability to learn scheduling, CAD, ePCR, timekeeping, and fleet-management systems used by the company.

Preferred Qualifications:

• Current Nevada Paramedic license or certification.
• Current EMS Instructor II endorsement.
• Previous supervisory, field-training, quality-assurance, or operations-management experience in EMS or medical transportation.
• Experience investigating vehicle crashes, customer complaints, or employee performance concerns.
• Experience reviewing ePCR documentation for clinical quality, medical necessity, compliance, or billing support.
• Field training officer, critical care, or other relevant advanced credentials.

Knowledge and Skills:

Effective oral and written communication skills. Strong leadership, operational judgment, reasoning, organization, attention to detail, confidentiality, conflict-resolution, and employee-coaching skills.

Work Environment:

• This role includes a combination of office-based administrative work and field-based operational oversight.
• The employee may be exposed to conditions commonly encountered in EMS operations, may be required to respond after normal business hours, and must meet the physical and credentialing requirements of any assigned clinical or field function.

Management Authority:

Within delegated authority and company policy, the Transport Operations Manager may make routine staffing decisions, approve or deny PTO, assign attendance points, direct field personnel, remove unsafe vehicles or equipment from service, require correction of deficient documentation, and initiate incident review. Actions outside delegated authority remain subject to company leadership approval.