Operations Manager

Job Description Summary

Under the direction of the Executive Director of Emergency Medical Services and Emergency Preparedness , or the designee, the Operations Manager has 24-hour accountability for workforce management, clinical quality, regulatory compliance, and program development spanning the paramedic service line and the MIH statewide program. The Operations Manager has authority to make decisions across patient care, human resources, and financial management, ensuring operational excellence and alignment with organizational strategy.

Job Description

Essential Functions

1 - Provides operational oversight of the statewide MIH program, including transport operations, daily operations, staffing deployment, ensuring service delivery quality, crew safety and regulatory compliance.

2 – Manages day-to-day operations support including scheduling, staffing, call volume management and response performance.  This includes support of MIH nursing colleagues in the coordination and delivery of integrated care programs.

3 – Ensures all staff – including hospital employees, contracted ambulance services, and contracted fire departments maintain current certifications and credentials.  This includes coordination of mandated training, continuing education and skills maintenance programs in collaboration with EMS education staff.

4 - Oversees data integrity and system maintenance across workforce management (Workday), electronic Health records (EPIC) and learning management (HealthStream) platforms. 

5 – Oversees fleet readiness, equipment maintenance, and preventive maintenance scheduling in coordination with Fleet Operations staff. This includes capital planning for fleet, equipment and program infrastructure in coordination with the Executive Director.

6 – Acts as Incident Command at major incidents, mass casualty events, and large-scale planned events; oversees ICS planning and implementation. Assists in planning and evaluating Emergency Preparedness for the EMS system.

7 – Monitors MIH program performance metrics including encounter volume, acuity mix, alternative destination utilization, and value-based care outcomes.

8- Coordinates with clinical and administrative leadership on MIH program development, including behavioral health transport and community paramedicine initiatives.

9 – Maintains and develops external partnerships supporting MIH operations, including health plan, community health, and provider network relationships.

10 - Participates in various special projects as requested, utilizing subject matter expertise to assist in project development.

11 - Responsible for responding to requests for ALS intervention and for providing emergency medical care in the pre-hospital environment according to Paramedic Protocols and Policies approved by SSHS and the ALS system Medical Director.

12 – Manages recruitment, onboarding, scheduling and retention for the paramedic and MIH colleagues.

13 – Conducts timely performance appraisals, identifies staff strengths, development needs, and performance concerns, providing coaching, and corrective action as appropriate. 

14 – Supports Certificate of Approval compliance and regulatory reporting obligations with the Massachusetts Office of Emergency Medical Services (OEMS) under 105 CMR 173.000.

15 – Manages operational budgets for EMS/MIH cost centers; monitors expenditures and identifies opportunities for cost efficiency.

CLINICAL QUALITY & REGULATORY COMPLIANCE

• Oversees clinical quality assurance and performance improvement activities across the paramedic service line and MIH, in collaboration with the EMS Medical Director and Quality/Education staff.
• Monitors key performance indicators including ITF capture rate (target ≥85%), outsourced volume, 911 operations performance, MIH encounter outcomes, and behavioral health transport metrics.
• Ensures compliance with Massachusetts OEMS regulations (105 CMR 170.000 and 173.000), OSHA requirements, and applicable accreditation standards.
• Ensures maintenance of all required service licensure, including vehicle permits, service licenses, and program-level Certificates of Approval, in compliance with Massachusetts OEMS requirements.
• Supports workplace violence prevention initiatives including staff safety protocols, AVADE training coordination, and pre-transfer safety huddle implementation.
• Participates in state and regional EMS committee meetings, representing SSH EMS and MIH programs.

1 – TECHNOLOGY AND CONTINOUS LEARNING

• Maintains current knowledge of EMS and MIH best practices, emerging technologies, and regulatory developments.
• Champions adoption of technology solutions that improve operational efficiency, clinical quality, and staff experience.
• Actively participates in leadership development and organizational learning initiatives.

Required additional Knowledge, and Abilities

• Demonstrated leadership ability and managerial competency across clinical and administrative functions.
• Working knowledge of Massachusetts EMS/MIH regulatory framework (105 CMR 170.000 and 173.000) and OEMS operational requirements.
• Proficiency with EMS data systems, workforce management platforms, and electronic health records.
• Strong analytical skills with ability to interpret operational and clinical performance data and translate findings into action.
• Effective written and verbal communication skills; ability to communicate across clinical, administrative, and executive audiences.
• Ability to plan, organize, direct, and motivate others in a fast-paced, 24/7 operational environment.
• Problem-solving and conflict resolution skills; sound judgment under pressure.
• Communicates and works effectively across disciplines. Maintains confidentiality in all aspects of role.

PHYSICAL REQUIREMENTS

General Activity - Frequent Standing/Walking Required, Frequent Driving Required

Motion - Frequent Activity Required-pushing, pulling, lifting, bending

Motor Skills - Use of hands required, Use of feet required

Weight/Force - Light lifting required (<25lbs)

Body Fluid Exposure - Yes

Patient Contact

Does this position have Patient contact? Yes

                Age of Patient(s) - (check all that apply)

                                Neonates 1 - 30 days; Adolescents 13 - 18 yrs

                                Infants 30 days - 1 year; Children 1- 12 years; Adults 19 - 70 years; Geriatrics 70+ years

JOB REQUIREMENTS

Minimum Education - Preferred

Bachelor's degree in any field preferred. Relevant experience in EMS or MIH operations leadership is the primary qualifying factor; a minimum of seven (7) years of progressive experience in a related operational leadership role may substitute in full for a degree

Minimum Work Experience

• Minimum five (5) years of full-time experience as a provider of pre-hospital emergency care at the paramedic level required.
• Minimum two (2) years of supervisory or management experience in EMS operations or mobile integrated health preferred.
• Experience managing multi-service-line operations preferred.

Required Licenses / Registrations

VDL - Valid Drivers License (Class D or above)

Required Certifications -

EMT- P - Emergency Medical Technician-Paramedic (Massachusetts OEMS)

Required Classes/Skills -

BLS EMT B/I/P - Basic Life Support for EMT B/I/P
ACLS - Advanced Cardi

ac Life Support
PALS - Pediatric Advanced Life Support