Operations Supervisor
US-MS-Purvis
Paramedic Careers
Req #: 43215
Type: Regular Full-Time
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Responsibilities: 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
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