Ground EMS & Ambulance Operations Supervisor

Carilion Clinic Patient Transportation•Radford, VA

About The Position

Step up and lead with a regional leader as a Supervisor for Emergency services in our communications operations center. Advance your career with an award-winning organization that excels in helping our communities stay healthy and our region grow stronger. Make the most of your management talents at Carilion Clinic, an award-winning healthcare network that includes seven hospitals, multi-specialty physician practices, and affiliations with prestigious academic medical institutions. Based in Roanoke Virginia, we offer compassionate care, medical education and research, and neighborhood outreach programs. Join and guide a team of caring individuals who embrace and reflect our values‐commUNITY, courage, commitment, compassion, and curiosity‐in all that we do. And realize the advantages of professional stability, strong technological resources, and true advancement potential. The Emergency medical services Supervisor provides direct supervision of employees in a fast-paced, rapidly changing emergency medical services environment. Provides excellent service to patients/customers; builds employee engagement and team cohesiveness; communicates respectfully; demonstrates compassion and empathy in response to patient and customer requests/needs. Promotes effective communication and conflict resolution with patients, medical providers, customers, management, and employees. Maintains patient, employee, and customer confidentiality. The Supervisor provides clinical and administrative supervision for ground and air patient transportation in a communications operations center. Works collaboratively across departmental lines to facilitate delivering the right resource to the right patient at the right time. Actively promotes employee engagement, service excellence, and role models the Carilion Clinic values. Provides day to day supervision for their area(s) of responsibility. Monitors work queue, staff performance, and system needs, intervening in real time to resolve issues or concerns. Identifies and resolves customer service issues in a manner that demonstrates a commitment to the CCPT mission, vision, and values. Facilitates resolving complex situations. Provides front-line staffing coverage to ensure operational continuity. Monitors quality improvement reports and actively participates in the review of events. Develops and implements action plans when patterns or trends are observed. Develops the team schedule, manages department timekeeping, and on-boarding new hires. Mentors staff and actively participates in department education and performance improvement initiatives. Provides on the spot coaching and remediation for staff as needed. Ensures daily operations are compliant with internal policies/procedures, Office of EMS regulations, Federal Aviation Administration regulations, and accreditation standards. Works collaboratively on employee engagement. Conducts routine employee meetings to provide feedback on performance and to check in on progress towards personal and operational goals. Documents these meetings in the employee file. In collaboration with the department manager and director, participates in the interview process, and actively contributes to performance appraisals. Coordinates and leads special projects as assigned to support the goals and objectives of CCPT.

Requirements

Education: Associate’s degree or 2 years of equivalent experience required.
Experience: 1 year in Emergency Medical Services or a 911 dispatch or flight operations center required.
Licensure, certification, and/or registration: Communications Center: Virginia EMT required.
Ground/EMS: Virginia Intermediate or Paramedic required.
Maintains licensure.
Must be proficient with keyboarding/typing and the use of software applications including Microsoft Windows.
Must be able to multi-task and work in a fast-paced, rapidly changing environment.
Consistently demonstrates excellent written and verbal communication skills.

Responsibilities

Provides direct supervision of employees in a fast-paced, rapidly changing emergency medical services environment.
Provides excellent service to patients/customers
Builds employee engagement and team cohesiveness
Promotes effective communication and conflict resolution with patients, medical providers, customers, management, and employees.
Maintains patient, employee, and customer confidentiality.
Provides clinical and administrative supervision for ground and air patient transportation in a communications operations center.
Works collaboratively across departmental lines to facilitate delivering the right resource to the right patient at the right time.
Actively promotes employee engagement, service excellence, and role models the Carilion Clinic values.
Provides day to day supervision for their area(s) of responsibility.
Monitors work queue, staff performance, and system needs, intervening in real time to resolve issues or concerns.
Identifies and resolves customer service issues in a manner that demonstrates a commitment to the CCPT mission, vision, and values.
Facilitates resolving complex situations.
Provides front-line staffing coverage to ensure operational continuity.
Monitors quality improvement reports and actively participates in the review of events.
Develops and implements action plans when patterns or trends are observed.
Develops the team schedule, manages department timekeeping, and on-boarding new hires.
Mentors staff and actively participates in department education and performance improvement initiatives.
Provides on the spot coaching and remediation for staff as needed.
Ensures daily operations are compliant with internal policies/procedures, Office of EMS regulations, Federal Aviation Administration regulations, and accreditation standards.
Works collaboratively on employee engagement.
Conducts routine employee meetings to provide feedback on performance and to check in on progress towards personal and operational goals.
Documents these meetings in the employee file.
In collaboration with the department manager and director, participates in the interview process, and actively contributes to performance appraisals.
Coordinates and leads special projects as assigned to support the goals and objectives of CCPT.