Under the direction of the Chief Executive Officer, the AmCare Director of Operations is responsible for the day-to-day operations of all AmCare sites and staff to include the Operations Supervisor and all field employees; EMTs, AEMTs, and Paramedics. The Director will ensure employees have all the tools to be successful assets to the Company. The Director of Operations, will either directly or indirectly, be responsible for all crew appearance, crew readiness, crew discipline, crew driving behavior, and crew scheduling, crew moral, and office cleanliness and readiness. The Director of Operations requires them to be strong in interpersonal communications, ability to be a mentor, and supervisor to the employees.

The Director will collaborate with the Customer Solutions Center, Accounts Receivable, and Accounts Payable Departments to ensure the needs and operational goals of AmCare are met.

Customer Solutions Center

• Understanding of dispatching best practices and contractual obligations.
• Monitor and correct calls for discrepancies in company, addresses, level of service, zone, and sub-zones fields; reporting errors to the CSC management team. 
• Monitor CAD grid for call volume and appropriate hierarchy and vehicle assignments. Correct any discrepancy and report errors to the CSC management team.

Accounts Receivable Department

• Review paperwork daily for each completed transport.
• QA/QR of all ePCRs as needed.
• Confirm CMS/Billing levels for accuracy and make necessary corrections.
• Serve as a point of contact for local facilities.
• General banking responsibilities.
• Communicate with AR department regarding insurance and/or patient information received in office.
• Accurately QA/QI all calls including assignment of profit centers.

Accounts Payable Department

• Review & Approval of all Invoices.

The Director will have an open line of communications with the CEO and will be required to complete and follow through on tasks in a timely basis to ensure the fleet is operationally ready at all times and that employees are given the tools to exceptionally complete their job duties while exceeding their customer’s needs. When this is not the case, and/or when deficiencies are found, they will enact a plan of action to rectify the issue as soon as possible and ensure that the plan has been effectively communicated to all stakeholders.

ROLE AND RESPONSIBILITIES

• Provide leadership and guidance to team members through communicating company initiatives, addressing, and resolving concerns, and providing all tools and resources needed to complete assignments in an efficient manner.
• Motivate, mentor and coach your team to ensure customer service, safety, and compliance standards are met. Effectively address issues or concerns promptly and use critical thinking skills to remove barriers or obstacles to achieving company goals.
• Maintain a clean, safe, and functional office environment that ensures accountability and organization of equipment and supplies. Ensure that buildings, office spaces, narcotics/drugs, equipment, and vehicles are secure, and procedures are followed to maintain their security.
• Oversees crew members compliance with re-licensure, manages the company NREMT and VECTOR 
• Address gaps in scheduling immediately and work with the entire management team to use any and all available resources to resolve schedule gaps. Managers and supervisors should be prepared to fill open shifts or gaps in coverage if needed.
• Assist in the development and implementation of standard operating practices, policies, and procedures.
• Investigating and reviewing all complaints. 
• Lead in the hiring, promotion, transfer, discipline or discharge of department employees in accordance with Company Policy and Procedures.
• Record, research all complaints, and forward to the appropriate party for resolution.
• Serve as a Liaison with local facilities, St Albans Dispatch Center, Local law enforcement agencies and fire department, and other services.
• Serve as a liaison with local governments, participate in contract negotiations.
• Maintain social media pages and public relations
• Ensure strong leadership presence at EMS District Meetings
• Make sure that there are no issues that remain open for more than 24 hours without a plan of action.
• Providing additional operational EMS coverage as needed in times of high demand or low coverage.
• Be available for immediate call back in times of extreme weather or local disaster.
• Other duties as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Maintain a current VT EMT Basic Card or Higher.
• Possess a current AHA CPR Card.
• Certified EVOC Instructor (preferred)
• Will be at Least 21 years of Age.
• Possess a current driver’s license.
• Have an acceptable driving record as determined by the company’s insurance carrier.
• Maintain the ability to drive company vehicles. 
• Ability to pass lift test of ~150 – 200 lbs.
• Pass a pre-employment drug screen, and all subsequent random or for cause drug screening.
• Will be available for recall in times of crisis.
• Ability to work a rotating schedule with open availability. 

PREFERRED SKILLS

• Leadership and management experience. 
• Medical Billing and Dispatch experience a plus.