Operations Supervisor
Company: AMR
Location: Monticello
Posted on: January 27, 2023
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Job Description:
More Information about this Job
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 Supervisor's 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 HMO's 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 AMR's
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 person's 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 one's 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 Job Description :
WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS
Frequently: See 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: [e.g., 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
Employee must consistently exhibit our guiding principles:
--- 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
EEO Statement
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.
Keywords: AMR, Jackson , Operations Supervisor, Other , Monticello, Mississippi
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