Position Title:      Director of Operations and Call Center

Location:             Hayward, CA

Reports To:         President

Manages:             100 Employees

FLSA Status:       Exempt

Pay Range:          $80,000 - $100,000 (DOE) + Eligible Bonus

COMPANY OVERVIEW

Westmed is seeking a qualified candidate to oversee ambulance and call center operations in their Northern California Company.  The company is headquartered in the East Bay City of Hayward, California with satellite operations in Sunnyvale and Richmond.  Westmed was established in 1995 and runs non emergency and Critical Care ambulance services throughout Alameda, Contra Costa, Santa Clara and San Mateo Counties.  The operation has approximately 100 employees, 20 vehicles, and operates 7 days/a week 24 hours/day. 

SUMMARY OF POSITION

With the direction of the President, the Director of Operations is responsible for the day to day operations of field and call center employees.  This position is a senior management position and reports directly to the owner of the company. This is a leadership role that requires a proven leader with the ability to drive leadership and to lead by example. Develop, implement, and execute professional standards; create employee centered programs that develop productivity and a positive work oriented culture.

GENERAL STATEMENT OF DUTIES AND RESPONSIBILITIES:

• Oversee and ensure compliance for interviewing, hiring, orientation, education and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, resolving problems, resignations and terminations of employees for field and call center personnel.
  
• Research, plan, organize, and conduct communication center training as required.  Manage and counsel personnel as required.  Develop job descriptions, employee objectives, and perform supervisory employee performance evaluations.  Manage quality control and ensure dispatcher proficiency.
  
• Manages all day to day activities and personnel assigned to field operation and the Call Center including but not limited to, EMTs’ Paramedics, CCT RN’s, Call Takers, Dispatchers.
  
•  Acts as primary company representative at company and customer related meetings and with allied agencies.
  
• Meet with the President, and other management staff to discuss policies, procedures, and programs that affect the operation.
  
• Attend meetings as required to represent the operation and communications call center, as requested by the President.
  
•  Collaborate with Business Development staff on public relations and marketing issues. 
  
•  Maintain adequate personnel staffing in the field and call center to effectively fulfill contractual and community obligations for patient care in the cities and localities serviced by the company.
  
• Maintain strict confidentiality regarding patient information in accordance with HIPAA regulations, as well as sensitive Company and employee information.
  
• Ensure all standards are met for compliance with all State and County areas; policies and procedures for which the company serves i.e. licensing, certifications, MVR, drug testing, and physicals.
  
•  Ensure Medical Protocols is maintained in office and each Company vehicle.
  
•  Ensures any medication in inventory or on board Company vehicles is current –those with expired dates are discarded and maintain responsible inventory management.
  
• Responsible for the upkeep of Company buildings in compliance with any inspection and preventative maintenance of all vehicles, equipment, and facilities in the company.
  
• Prepare scheduling, payroll, and approve any Paid Time Off of employees in company.
  
• Regulate overtime and provides hours for Payroll each pay period. 
  
• Develop and monitor goals, budgets, and targets of productivity and prepare reports and analysis as required.  Responsible for the fiscal status of both the operation and communications call center.
  
•  Prepares budget recommendations for salaries and equipment within his/her jurisdiction.  Maintain a strict budget within the parameters set for the company. 
  
• Oversees Driver’s Education and appropriate vehicle safety training. 
  
• Record and research all complaints from customers and user agencies.  Manage complaints and notification of incident reports.  Use independent judgment in making recommendations to effectively resolve the complaints and incident reports.
  
• Utilize a wide variety of specialized computer systems.
  
• Compile statistics on Communications Call Center activity.  Utilize this information and data to plan, organize, and implement program changes in the Operation and Communications Call Center as required.
  
• Meets goals and targets to maintain or increase productivity.
  
• Reviews Equipment Failure reports for accuracy and completeness.
  
• Responds on ambulance calls as requested by Supervisor or President in times of staffing shortages or extreme circumstances. 
  
• Perform other duties as assigned by the President.

KNOWLEDGE, SKILL AND ABILITY:

• Knowledge of all federal, state and local laws, regulations and ordinances that pertain to emergency communications and management.
  
• Knowledge and understanding of Personnel Management Practices including knowledge and ability with current labor practices, labor law, and employee relations.
  
• Knowledge of the component parts of the Public Safety System (EMS and Emergency Management) and the ability to relate in a professional manner to the providers of said services.
  
• Knowledge of current technology used in public safety communications, including telephone, radio and data.  Utilizing a wide variety of specialized computer systems.
  
• Working knowledge of all equipment within jurisdiction.
  
• Ability to deal in a professional manner with equipment vendors and technical staff.
  
• Ability to take responsibility for one’s own actions, conduct and decisions.
  
• Ability to prioritize and complete tasks in order to deliver desired outcomes within allotted time frames.
  
• Ability to work independently, identifying the needs of Operations and Call Center and supporting dispatch personnel to ensure those needs are met.
  
• Ability to clearly and objectively understand and implement all variables necessary to obtain defined or desired results.
  
• Demonstrated experience in developing and analyzing financial statements, accounts receivable history and productivity are highly desired.  A history of working with Advanced Life Support and/or Critical Care personnel is a minimum qualification.

MINIMUM QUALIFICATIONS:

The successful candidate should be a current or former California certified or reciprocity-eligible Paramedic or Registered Nurse with experience in employee supervision, training and orientation and:

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   A Bachelor’s degree in a related or business discipline with a minimum of 5 years ambulance or general health care experience with at least 2 years as a supervisor or manager.  Master’s degree preferred.
  
  
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  Must have an excellent driving record.
  
  
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   Must pass a criminal background, credit check, and post job offer breath alcohol and drug test prior to employment.
  
  
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  Minimum of 1 year experience overseeing a call center or dispatch center functions.

EDUCATION/CERTIFICATION:

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  Current or former CA certified or reciprocity eligible Emergency Medical Technician, Paramedic or Registered Nurse
  
  
• Certified ALS or BLS.
  
• Valid CA driver’s license.

Interested applicants please send a cover letter, salary expectations, and resume to pphillips4u@aol.com .  Position will remain open until filled.