Position Type:
Permanent

Closing date:
2026-09-08

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 of this position 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 demonstrated leadership, planning, organizing, directing, and motivating staff. The incumbent will work collaboratively with operations management and other system partners to ensure the overall operational status of 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 the same 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, communication skills (both 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, as well as the associated operational and clinical policies, procedures, and protocols relevant to paramedicine and medical transport, is expected.
• Knowledge of the geography as it relates to ambulances operations across the province of NL 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 Drivers license with a clear drivers abstract.

Salary Range

• $105,000 to $115,000 annually.

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently-without AI assistance-to ensure a fair and equitable process.

Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected].