Operations Manager, MCC

Medavie•St. John's, NL

22h•CA$105,000 - CA$115,000•Onsite

About The Position

Join the Medavie Health NL Team. Are you looking for a fulfilling career that makes a meaningful impact on your life, and the lives of others? As the provider of emergency medical services and medical communications operations across Newfoundland and Labrador, Medavie Health NL (MHNL) is proud to offer career opportunities for professionals who share our strong commitment to delivering healthcare to communities throughout Newfoundland and Labrador. If you're a passionate professional seeking a unique and meaningful career, MHNL is your destination. Join our team and achieve your full potential in a supportive and dynamic environment. Reporting to the Manager, Provincial Medical Communications Centre (PMCC), the MCC Operations Manager (OM) is responsible for managing staff and systems within the Medical Communications Centre to ensure efficient, safe, and effective operations that align with organizational and provincial standards. Major operational components of this position include overseeing shift activities, supporting staff performance and development, ensuring operational readiness, and addressing escalated concerns from staff, hospitals, and partner agencies. The OM also manages payroll and staffing needs, validates reporting, and contributes to system-level improvements in collaboration with leadership and clinical partners. Assessing and reporting overall performance, both current and long-term, to meet service objectives is expected. The fundamental management skills required include demonstrated leadership, planning, organizing, directing, and motivating staff. The incumbent will work collaboratively with operations management and other system partners to ensure the overall operational status of the PMCC remains fully functional while meeting or exceeding service expectations. The OM fosters a culture of accountability, patient safety, and teamwork by modeling professionalism, self-awareness, and the same high standards expected of staff.

Requirements

Successful completion of an approved/recognized Advanced Care Paramedic (ACP) or Primary Care Paramedic (PCP) program is required.
Current and ongoing active registration and certification with the Newfoundland and Labrador Paramedicine Regulator (NLPR) is required.
Minimum of five years of prehospital transport experience in a high call volume performance-based EMS system is required.
Emergency Medical Dispatcher (EMD) certification with the International Academy of Emergency Dispatch (IAED) is required.
Computer literacy in a Windows environment is required; strong general computer skills are essential to set foundation for competency in Computer-Aided Dispatch (CAD) and communication center technologies (e.g., telecommunications equipment, audio recorders)
Excellent interpersonal, leadership, communication skills (both oral and written) as well as customer service skills are required.
Demonstrated commitment to professional conduct and ongoing professional development, including participation in quality improvement initiatives within a system-based care model.
Knowledge of the geography as it relates to ambulances operations across the province of NL is expected.
Experience in a leadership or quality management role.
A satisfactory record of work performance and attendance is required.
Possess a valid Class 4 Drivers license with a clear drivers abstract.

Nice To Haves

Completion of a bachelor’s degree in a health-related field is preferred.
Familiarity with Paramedicine and Medical Transport (PMT) ground and air ambulance operations, as well as the associated operational and clinical policies, procedures, and protocols relevant to paramedicine and medical transport, is expected.

Responsibilities

Oversee day-to-day shift operations, ensuring operational readiness in collaboration with Senior Communications Officers (SCOs) (staffing, systems, and resources).
Address escalated operational issues with hospitals, partner agencies, or field staff.
Monitor Stat and Urgent Transfer requests in collaboration with the Clinical Hub and Medical Transport Physician.
Validate and review daily shift reports, ensuring accuracy and follow-up as required.
Partner with leadership and QA/QI to identify and implement service delivery improvements.
Contribute to integration efforts with Field Operations, Critical Care, and Community Paramedic Programs to strengthen system effectiveness.
Supervise and support Senior Communications Officers (SCOs) and Medical Communications Officers (MCOs), ensuring KPIs are met.
Provide mentoring, coaching, and performance feedback to staff; escalate significant issues to QA/QI or senior leadership as appropriate.
Process payroll, overtime, and staff leave/vacation requests while ensuring adequate staffing levels are maintained.
Participate in staff development initiatives, recruitment, and retention strategies to support long-term workforce stability.
Serve as point of contact for escalated concerns from SCOs, Team Leads, hospitals, or partner agencies.
Ensure clear and consistent communication across staff, leadership, and external stakeholders.
Attend operational huddles and monitor system communication tools.
Participate in working groups, committees, and outreach initiatives with system partners as required.
Support organizational goals by contributing to research, reporting, and continuous improvement initiatives.
Employees of MHNL are accountable to our patients and coworkers by participating in and supporting all safety-related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.