Operations Supervisor

Patriot Ambulance Service Inc.; Lansing (MI); On-site; USD 70,000 - 95,000; Full time

Job summary

Patriot Ambulance Service Inc. is seeking an Operations Supervisor in Michigan to oversee service operations, staffing, and staffing plans in a fast-paced environment.

You will lead Supervisors, staff, and support teams, ensuring adherence to policies and high-quality patient care. The role requires strong leadership, excellent communication, and the ability to coach staff effectively while managing crisis situations and driving continuous improvement through data and reporting.

Qualifications

• Must hold an active EMT or Paramedic license in Michigan.
• Minimum of 5 years of experience in a management or leadership role.
• Must possess a valid Michigan driver's license with approved driving status.
• Background check must be clear of a felony conviction.
• Must be able to generate reports, analyze data, and make decisions based on available information.
• Excellent public speaking and communication skills.
• Ability to coach staff in a constructive and positive manner.

Responsibilities

• Oversee and lead service operations, ensuring quality service, flow and staffing.
• Direct supervision of Supervisors and staff; coordinate daily operational activities per Policies and Procedures.
• Manage staffing for current and upcoming shifts; adjust staffing plans as needed.
• Provide on-the-spot leadership, coaching and performance management.
• Communicate with internal staff and external facilities and stakeholders.
• Investigate complaints, injuries, and policy violations in collaboration with leadership.
• Prepare reports, analyze data, and identify trends to inform improvements.
• Lead special projects and data analysis to support operational decisions.
• Collaborate with HR in hiring, investigations, payroll, and policy development.
• Represent the company in meetings and relay developments to staff.
• Ensure staff safety, adherence to dress code, and professional appearance.

Skills

Leadership

Communication

Coaching

Decision making

Critical thinking

Public speaking

Education

Active EMT or Paramedic license in Michigan

Job description

Position Summary

Responsible for the oversight, supervision, and overall leadership of the service operations to ensure the delivery of quality service, flow, and staffing. Assumes a front-line leadership role over staff including, but not limited to, Supervisors, staff and teams, and support staff. Coordinates and monitors daily operational activities of the service in accordance with the established and approved Policies and Procedures. The Operations Supervisor works in a high-stress, fast-paced environment and must be able to think clearly, quickly, logically, and objectively in crisis situations.

POSITION:

Operations Supervisor

POSITION STATUS

Full-Time, Hourly.

Position Summary

Responsible for the oversight, supervision, and overall leadership of the service operations to ensure the delivery of quality service, flow, and staffing. Assumes a front-line leadership role over staff including, but not limited to, Supervisors, staff and teams, and support staff. Coordinates and monitors daily operational activities of the service in accordance with the established and approved Policies and Procedures. The Operations Supervisor works in a high-stress, fast-paced environment and must be able to think clearly, quickly, logically, and objectively in crisis situations.

Duties & Responsibilities

• Responsible for all staff members, in collaboration with appropriate Leadership Team members.
• Provides direct oversight of, effectively communicates with, and provides direction and guidance to all Supervisors.
• Maintains "big picture" view of operational activities and patient care across the service.
• Manages and is the decision maker related to staffing for current shift and upcoming shifts, service activities, deployment, and updates the staffing plan accordingly.
• Provides "in-the-moment" leadership, coaching, and performance management to staff, to support optimal outcomes.
• Communicates effectively and tactfully with all staff and management both internally and externally with contracted facilities, external agencies, and other key stakeholders.
• Investigates all types of complaints, issues, work-related injuries, and possible protocol or policy violations, as appropriate, in collaboration with the respective department manager or Leadership Team member.
• Develops, prepares, and submits various reports as directed or requested. Collects and analyzes report data for trends, issues, or variances and provides recommendations based on the analysis.
• Researches, develops, prepares, and/or operationalizes special projects, such as surveys, statistical reports, or studies, as directed or requested. Collects and analyzes data for trends, issues, or variances and provides recommendations based on the analyses.
• Provides guidance and assistance to staff in the performance of their duties and recommends and assists with training for employees with less than acceptable performance.
• Assumes initial operational control in situations and/or unusual incidents involving clients, staff, or vehicles and communicates outcomes to the Leadership Team.
• Represents the Company at meetings, as required or requested, and relays information to Leadership Team and/or staff of new developments and trends.
• Supports or provides patient care as needed, based on prioritization of needs.
• Promotes and is responsible for achieving a satisfactory work environment and maintaining good working relationships among company-wide staff, as well as contracted facilities, external agencies, and other key stakeholders.
• Displays a courteous and professional attitude.
• Maintains a neat, clean, and professional appearance per company Dress Code Policy.
• Ensures staff assigned to shift report on time, properly attired and fit for duty.
• Ensures staff are ready at their job station or vehicle and available in a timely manner.
• Routinely monitors and inspects the condition of all equipment, stations, and personnel to ensure adherence to company's Policies and Procedures.
• Assists the Fleet Safety and Supply Chain department by coordinating, scheduling, and directing the repair of all company equipment, including vehicles, to ensure that staff has the appropriate equipment and resources to ensure no disruption in service.
• Represent Company at meetings, as required or requested, and relay information to management and staff.
• Collaborates with Human Resources in the hiring process, investigations, payroll, and other functions.
• Leads by example through strict adherence of company policies and procedures.
• Represents the integrity, philosophy, and company values, including company policies and procedures, in a positive manner both internally and externally.
• Assists with the development of company policies and procedures.
• Collaborates with Supervisors, Field Training Officers, Field Training Coordinator, Central Scheduling, and Education staff and assists in the administration of continuing education, in-service training, and Field Training Program.
• Ensures that staff and vehicle drivers adhere to the safe and effective operation of all company vehicles and equipment following safety standards and company policies and procedures.
• Provides guidance, assistance, and leadership to all staff in the performance of their duties, provides coaching to staff and recommends discipline to Human Resources for those employees in violation of company policies and procedures.
• Creates and maintains records and files of employees, incidents, and operational requirements.
• Ensures that all employees are aware and in compliance of applicable company policies and procedures and ensure that all daily employee responsibilities are completed timely.
• Maintains 'On-Call' responsibility as assigned or as needed.
• Performs all other duties as needed or directed.

Qualifications

• Valid State of Michigan Driver's license and approved driving status based on acceptable Motor Vehicle Record and insurance requirements.
• Background check must be clear of a felony conviction.
• Must hold an active EMT or Paramedic license in the State of Michigan
• Minimum of 5 years of experience in a management or leadership role. (Preferred)
• Must possess basic operational knowledge of computers and software applications. Must be able to effectively generate reports, analyze and interpret data, and make decisions based on the available information.
• Must be able to communicate effectively with excellent public speaking skills.
• Must possess the ability to objectively and effectively provide coaching, counseling, or remediation to staff in a constructive and positive manner.
• Excellent critical thinking, organizational, interpersonal relationship, and verbal and written communication skills.
• Ability to objectively and accurately evaluate performance of subordinates.
• Must be able to provide leadership to staff, prioritize, and think clearly and quickly.
• Must possess strong skills in conflict resolution and rational decision-making.