Communications Center Operations Manager

Communications Center Operations Manager

• Full-time

Care Flite is a 501(c)(3) nonprofit ambulance service sponsored by Baylor Scott & White Health, JPS Health Network, Methodist Health System, Parkland Health, and Texas Health Resources. Care Flite provides critical medical transport services by helicopter and ground ambulance, as well as non-medical transport services.

We are committed to delivering exceptional patient care, advancing clinical excellence, and supporting the communities we serve through innovative and compassionate service.

The Communications Center Operations Manager leads the overall performance, safety, and success of the Communications Center. This position provides operational leadership for personnel, staffing, payroll, technology platforms, quality assurance initiatives, performance metrics, and regulatory compliance. The Operations Manager coaches supervisors and team members, analyzes operational performance, and participates in the Manager-on-Call rotation while upholding Care Flite's mission, values, confidentiality standards, and commitment to exceptional customer service.

• Lead the daily operations of the Communications Center to ensure safe, efficient, and professional service delivery.
• Supervise Communications Shift Supervisors, Online Systems Supervisors, and Administrative personnel.
• Monitor staffing levels and coordinate schedules to ensure adequate coverage and compliance with operational requirements.
• Prepare and manage employee work schedules in response to service demands.
• Process and oversee biweekly payroll activities.
• Analyze monthly Key Performance Indicators (KPIs), External Air Reports, and operational data to identify trends and improvement opportunities.
• Develop and implement operational improvements that enhance efficiency, service quality, and cost-effectiveness.
• Conduct employee performance evaluations and provide coaching, mentoring, and professional development support.
• Participate in and lead departmental meetings, projects, and operational initiatives as assigned by the Communications Director.
• Assist in maintaining ACE Accreditation standards, including quality assurance activities and random call reviews.
• Partner with the Communications QA/Training Manager and CTO Training Team to develop continuing education programs and EMD training curriculum.
• Support onboarding, deployment, and ongoing training initiatives for Communications personnel.
• Respond to operational incidents, conduct debriefings, and assist with corrective action planning when necessary.
• Maintain Communications Center policies, procedures, and Standard Operating Procedures (SOPs).
• Manage vendor relationships and serve as the primary liaison for technical communication services and equipment support.
• Collaborate with Information Technology teams to manage communication-related devices and systems.
• Utilize and troubleshoot Harris Radio Systems, UAS, BEON, CAD systems, phone systems, and related communication technologies.
• Ensure strict confidentiality of patient, employee, operational, and proprietary information.
• Provide ongoing leadership, support, and guidance to all Communications Center personnel.
• Participate in the Manager-on-Call rotation and assist with staffing needs as operational requirements dictate.

• Hours may vary based on operational needs, meetings, projects, and staffing requirements.
• Must be able to report on time for scheduled shifts and meetings.
• Periodic evening, weekend, and after-hours responsibilities may be required.

• Participate in the weekly Manager-on-Call rotation approximately once per month.
• May be required to assist with open shifts based on minimum staffing requirements.
• Work is performed primarily within a…