Careers At The Crisis Center

Since 1972, the Crisis Center of Tampa Bay has been committed to bringing help, hope and healing to people facing serious life challenges. What we do and how we do it has changed dramatically over the years—and it will continue to evolve—but there is one thing that has never changed: the extraordinary dedication of Crisis Center volunteers, donors, and staff.

TransCare Operations Manager

Department: BLS
Location: Tampa, FL

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Operations Manager is responsible for the leadership and management of the ambulance operation, including BLS, Baker Act and Interfacility transports. This position reports to the Director of TransCare Operations.

Strategic/Transformational Duties and Responsibilities

  • Effectively manage all aspects of TransCare, the Crisis Center’s medical transportation division.
  • Establish financial, operational and safety goals in line with the mission of the Crisis Center of Tampa Bay.
  • Identify opportunities and make recommendations to enhance performance, staff development, operational process and efficiency, leading to empowered/engaged employees, superior customer service and increased overall performance of TransCare.
  • Develop and implement marketing strategies and actions to support business goals, and to enhance TransCare’s value to the Crisis Center of Tampa Bay and the community.
  • Involves staff and other stakeholders in the performance quality improvement (PQI) process, and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

  • Accountable for monitoring, analyzing and reporting on operational metrics and key performance indicators related to BLS, Baker Act, Paratransit, and Interfacility ambulance and van transport performance, contract compliance and customer service.
  • Responsible for the implementation of policies, procedures and practices regarding all areas of ambulance operations, including assisting in the implementation of such policies, to ensure quality patient care and customer service.
  • Responsible for the implementation of policies, procedures and practices regarding all areas of the Community Paramedicine program(s), including assisting in the implementation of such policies, to ensure quality patient care, stakeholder relationships and customer service.
  • Working with the Director of Organizational Development and Quality Assurance and Training Coordinator, responsible for the management of quality assurance processes of ambulance operations, dispatch, customer service and documentation and interacting at all levels, both internally and externally, for continuous improvement.
  • Operates within the budget limits for the current fiscal year; closely monitors expenses and proactively adjusts expenses to revenue.
  • Coordinates daily activities related to dispatch and scheduling to ensure the efficient response to customer need.
  • Responsible for the oversight of documentation processes to ensure accurate and complete information for billing.
  • Responsible for the oversight of external and internal incident investigations, reporting and management of claims, complaints, incidents, injuries, accidents, etc. in conjunction with the Field Operations Supervisor and a Human Resources representative.
  • Responsible for ensuring that assigned operation and personnel are in compliance with all local, state, and federal laws (i.e. local, state and county regulations, licensing, HIPAA, and OSHA).
  • Maintains current state and county certifications and attends Continuing Education (CE) courses, company and departmental meetings, including representing TransCare at Leadership Council.
  • Supports and implements the philosophies, objectives, policies, procedures and practices of TransCare and the Crisis Center of Tampa Bay.
  • Establishes and maintains positive working relationships with all levels of staff, vendors and stakeholders.
  • Assumes duties of the Field Operations Supervisor, Communications Supervisor and other operational positions as needed or required.
  • Performs other duties as may be required to meet the objectives of the department or CCTB.

Supervisor Responsibilities

Directly supervises the Field Operations Supervisors, Communication Supervisor, and Scheduling Coordinator. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems. Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners. 

Required Competencies

  • Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
  • Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
  • Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively
  • Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast paced environment. Is reliable, dependable and results-oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
  • Problem Solving - Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
  • Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
  • Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishes a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
  • Self-Management - Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapts one’s style to changing situations; Is comfortable working in a fast paced environment, and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

  • High school degree required. Bachelor’s degree from an accredited college or university or equivalent combination of education and directly-related experience, preferred.
  • Progressive leadership experience, including five (5) years’ supervisory experience.
  • Possess ICS 100, 200 and 700, Baker Act certifications and EVOC training, or obtain within one year of hire date.
  • Florida EMT certification required; Florida Paramedic certification preferred.
  • Microsoft Office experience is required; incumbent must demonstrate computer skills and ability to multi-task. Experience with Computer Aided Dispatch software and electronic Patient Care Reporting is preferred.

Knowledge, Skills and Abilities

  • This position serves on the Crisis Center of Tampa Bay’s Performance Quality Improvement Committee. Members of this committee need to have an understanding of (or ability to learn) the strategic implications and outcomes of services; appreciate the significance of stakeholders and providing the best possible service; have the ability to review data received across the organization; have the ability to brainstorm opportunities for improvement and change; and foster positive communication inside and outside of the team regarding the progress and outcomes.
  • Knowledge of Florida chapter 394, 395, 401 and 64E-2 Florida Administrative Code and recertification requirements.
  • Knowledge of the Baker Act standards as it applies to transportation of patients.
  • Knowledge of and compliance with HIPPA regulations.
  • Knowledge of trauma transport protocol.
  • Knowledge and compliance of Crisis Center policies and procedures, with the ability to explain through communication with staff.
  • Demonstrates the ability to communicate professionally with clients, customers, public service personnel, and internal team members including Board Members and Senior Management.
  • Demonstrates interpersonal, coaching and listening skills with the ability to communicate positively within all levels of the organization.
  • Thrives in a dynamic, fast-paced environment and able to work on various projects simultaneously, requiring strong organizational and time management skills.
  • Ability to remain objective, discrete and exercise common sense at all times.

Physical Demands/Working Conditions

Physical Requirement: Must occasionally lift and/or carry a minimum of 125 pounds. Employee must be at to see, sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, handle, feel and reach with hands and arms. This position performs duties of average difficulty requiring reasonable initiative and independent judgment under general supervision.

Working Conditions: Duties are performed primarily in an office setting. Occasional work providing direct patient care is expected at various hours of the day/night. The noise level is low.

Travel: Infrequent local travel.

Hours: M-F 8:00am – 5:00pm; TransCare is open 365 days a year 24-hours a day. This position may require after hours/weekend calls from staff, and may require holiday, evening and/or weekend work, including times of disaster.

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