Operations Manager, MCC

Medavie; Saint John; On-site; CAD 80,000 - 100,000; Full time

Job summary

An integrated health services organization is seeking an Operations Manager to oversee the Medical Communications Centre. This role includes managing staff, ensuring operational efficiency, and collaborating with various stakeholders. The ideal candidate has extensive transport experience, leadership capabilities, and a commitment to quality improvement in healthcare. This position provides a unique opportunity to make a meaningful impact on healthcare delivery in the community.

Benefits

Health benefits

Professional development opportunities

Supportive work environment

Qualifications

• 5+ years of prehospital transport experience in a high call volume EMS system.
• Active registration with the Newfoundland and Labrador Paramedicine Regulator.
• Emergency Medical Dispatcher certification required.

Responsibilities

• Oversee day-to-day shift operations ensuring readiness.
• Address escalated issues with hospitals and partner agencies.
• Manage payroll, staffing and staff development initiatives.

Skills

Interpersonal Communication

Leadership

Operational Management

Problem Solving

Team Development

Education

Advanced Care Paramedic (ACP) or Primary Care Paramedic (PCP) program

Bachelor’s degree in a health-related field

Tools

Computer-Aided Dispatch (CAD)

Telecommunications Equipment

Job description

Overview

Position Type: Permanent

Joining Medavie Health NL Team. If you’re looking for a fulfilling career that makes a meaningful impact on your life and the lives of others, MHNL offers career opportunities for professionals who share our strong commitment to delivering healthcare to communities throughout Newfoundland and Labrador. 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 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 leadership, planning, organizing, directing, and motivating staff. The incumbent will work collaboratively with operations management and other system partners to ensure 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 high standards expected of staff.

Duties and Responsibilities

Clinical & Operations

• 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.

Human Resources

• 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.

Administrative & External

• 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.

Professional Qualifications and Competencies

• 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.
• Completion of a bachelor’s degree in a health-related field is preferred.
• 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, and communication skills (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.
• Familiarity with Paramedicine and Medical Transport (PMT) ground and air ambulance operations and related operational and clinical policies, procedures, and protocols relevant to paramedicine and medical transport is expected.
• Knowledge of geography as it relates to ambulance operations across Newfoundland and Labrador 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 Driver’s license with a clear driver’s abstract.

About MHNL

MHNL is the selected proponent to design, manage, and operate a single integrated road and air ambulance service in Newfoundland and Labrador. We are an incorporated, wholly owned NL-based subsidiary of Medavie Health Services (MHS), the largest contracted provider of emergency management services in Canada and a national leader in primary health care solutions including mobile integrated health and community paramedicine programs.

Together with Medavie Blue Cross, MHS is part of Medavie, a national health solutions partner and innovative leader in benefits management, health management, and healthcare delivery. Backed by our team of over 8,200 dedicated professionals, we exist to improve the wellbeing of Canadians so that every life can be lived to the fullest.

We are one of Canada’s Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, and certified Rainbow Registered as an organization that champions diversity, equity and inclusion. We foster a culture of caring where people are celebrated beyond their roles and valued for who they are and what they contribute.

If you share our mission of improving the wellbeing of Canadians, join our team.

What it’s like to work with us

We are more than just a workplace; we are a people-focused, visionary organization dedicated to fostering well-being and making a meaningful impact on the lives of our employees and the communities we serve. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We offer opportunities for personal and professional growth, meaningful experiences, and supportive leadership. At Medavie, you’ll find more than just a job; you’ll find a pathway to a full and rewarding career.

We welcome diversity

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to ensuring recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

We put safety first

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 focused on patient safety and a safe workplace.

Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process please email.