Mgr Ambulance Trans/Clin Op Plainwell in Plainwell, Michigan at Beacon Health System

The Manager, Ambulance Transport and Clinical Operations is responsible for the direct operational management of ambulance and clinical transport services, with a primary focus on day-to-day execution, workforce leadership, fleet and equipment readiness, service reliability, and regulatory compliance. Reporting to the Director of Transport Operations and EMS, this role translates strategic direction into operational plans, staffing models, and performance outcomes.

The Manager maintains accountability for frontline performance and operational readiness, ensuring ambulance transport services are delivered safely, efficiently, and in alignment with clinical standards, organizational priorities, and regional EMS system expectations. This role serves as the primary operational EMS liaison, supporting coordination with external agencies while escalating system-level or strategic matters to the Director as appropriate.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Operational Management and Execution

• Manages daily ambulance and clinical transport operations, ensuring safe, timely, and efficient service delivery across assigned service areas.
• Executes operational plans and standards established by departmental and organizational leadership, with accountability for shift-level performance, coverage reliability, and service responsiveness.
• Monitors operational performance metrics related to service levels, productivity, staffing effectiveness, quality, and throughput, initiating corrective action within defined authority.
• Identifies operational risks, performance gaps, and process breakdowns, escalating systemic or recurring issues to the Director with recommended solutions.
• Provides operational leadership during high-volume periods, service disruptions, weather events, and staffing challenges, ensuring continuity of service.

Personnel and Workforce Leadership

• Directly supervises EMTs, Paramedics, Shift Leaders, and other assigned staff, including recruitment, onboarding, orientation, scheduling, coaching, performance management, and corrective action.
• Ensures staffing plans and schedules align with established productivity targets and coverage expectations.
• Develops frontline leaders through consistent feedback, coaching, and accountability to standards.
• Supports workforce engagement, retention, and professional development within assigned teams.

Fleet, Equipment, and Logistical Oversight

• Manages the operational readiness of fleet and equipment, ensuring ambulances and medical equipment are available, functional, and deployment-ready.
• Coordinates fleet maintenance, vehicle availability, and downtime mitigation in alignment with established fleet management plans.
• Ensures compliance with equipment stocking standards, safety requirements, and operational check processes.
• Identifies equipment or fleet needs and collaborates with leadership and support departments on procurement and replacement planning.

Clinical Quality, Safety, and Compliance

• Ensures ambulance transport operations comply with clinical protocols, safety standards, accreditation requirements, and applicable regulations.
• Supports clinical quality initiatives, case review, and performance improvement activities in collaboration with the Medical Director, Clinical Educator, and quality teams.
• Reinforces adherence to clinical standards and operational policies through frontline supervision and accountability.

EMS and External Agency Liaison (Operational Focus)

• Serves as the primary operational point of contact for local and regional EMS agencies, fire departments, dispatch centers, and public safety partners.
• Coordinates day-to-day operational issues, service expectations, and communication pathways with external EMS partners.
• Participates in EMS meetings, workgroups, or committees as assigned, representing operational perspectives and frontline realities.
• Escalates system-level, contractual, or strategic EMS issues to the Director for resolution.

Financial and Administrative Accountability

• Manages operational performance within approved budgets, staffing models, and productivity targets.
• Monitors labor utilization, overtime trends, and resource use, taking corrective action within scope.
• Provides operational data, reports, and recommendations to leadership to support planning and decision-making.
• Completes assigned projects and administrative responsibilities in support of departmental goals.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Completing other job-related assignments and special projects as directed.

Leadership Competencies

• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• Bachelor’s degree in healthcare administration, business, EMS, nursing, or a related field preferred; associate degree or equivalent experience may be considered.
• Minimum of five years of experience in EMS, ambulance transport, or clinical transport operations.
• Prior frontline leadership or supervisory experience in a transport or EMS environment strongly preferred.

Licensure / Certification / Registration

• Required: Valid driver’s license and role-appropriate licensure or certification in good standing.
• Preferred: BLS Provider, ACLS, PALS, NRP, Emergency Vehicle Operator certification, EMT, Paramedic, Registered Nurse, or other relevant clinical transport credentials.

Knowledge & Skills

• Strong operational knowledge of ambulance transport services, staffing models, fleet and equipment readiness, and deployment execution.
• Working knowledge of EMS systems, interagency coordination, and regulatory requirements.
• Ability to interpret operational data and apply it to day-to-day performance improvement.
• Demonstrated ability to lead teams in a fast-paced, high-acuity operational environment.

Working Conditions

• Primarily office-based with regular field presence and interaction with ambulance crews, EMS partners, and operational leaders. Travel between service locations required.

Physical Demands

• Ability to meet physical and cognitive demands required for effective operational leadership, including response to urgent operational situations as needed.