Operations Manager
About Us
Hospital to Home LLC (H2H) serves as the Commonwealth of Virginia’s premier medical transportation provider. Our services include ambulatory, wheelchair, and stretcher transportation, as well as Basic Life Support, Advanced Life Support, and Critical Care Transports. H2H provides both emergency medical services and non-emergency medical transportation, with a commitment to safe, compassionate, and reliable patient care across all levels of service.
About the Role
You will serve as an Operations Manager as part of the H2H Operations team, supporting both our Emergency Medical Services (EMS) and Non-Emergency Medical Transportation (NEMT) operations. The Operations Manager assists the General Manager or Regional Director in managing the day-to-day operations during their assigned shift.
In this role, you will assist H2H leadership in ensuring that all field and support personnel, vehicles, equipment, and operational resources are utilized in an efficient, effective, and compliant manner. The Operations Manager will provide oversight across H2H’s various levels of service, including ambulatory, wheelchair, stretcher, BLS, ALS, and Critical Care operations, as applicable to their assigned division.
The Operations Manager will help enforce company policies and standard operating procedures, ensure compliance with applicable regulations and H2H standards, address operational concerns, and provide education, coaching, or discipline as necessary. This position serves as a key operational resource for field crews, dispatch personnel, leadership, healthcare facilities, and other partners.
Minimum Qualifications
- Be at least 21 years of age.
- Be proficient in reading, writing, and speaking the English language.
- Hold a valid driver’s license for at least 3 years.
- Must have completed the probationary period with the agency if an internal candidate.
- Have an acceptable motor vehicle record in compliance with company policy.
- Hold current certifications in CPR.
- Maintain any additional certifications or credentials required for the duties and responsibilities assigned to the position.
- Not have been convicted or found guilty of any crime, offense, or regulatory violation, or participated in other prohibited conduct identified in state EMS regulations as found in 12VAC5-31-910.
Essential Duties and Responsibilities
- Manages field crews across H2H’s EMS and NEMT operations, including assigning and reviewing transports and responses, maintaining H2H standards, problem solving, employee counseling, and discipline.
- Assists the General Manager or Regional Director with the day-to-day management and oversight of assigned operations.
- Resolves issues and inquiries from staff regarding work assignments, transports, emergency responses, vehicles, equipment, supplies, and other operational concerns.
- Provides guidance and oversight to dispatch personnel regarding work assignments, emergency responses, transports, vehicle availability, service capabilities, and effective utilization of operational resources.
- Monitors and supports the appropriate utilization of EMS and NEMT resources based on patient needs, service capabilities, staffing, and operational demands.
- Rides with crews on department apparatus and observes staff performance during actual responses and transports.
- Responds to calls for service to assist crews, provide operational support, address facility concerns, and/or meet with facility staff as requested or needed.
- Provides operational support during emergency responses, high-acuity transports, complex medical transports, and other situations requiring management intervention.
- Enforces H2H’s standard operating procedures and documents any deviations from SOP.
- Assists in maintaining equipment and technology required for field operations.
- Assists in maintaining adequate stock of required supplies to ensure operational readiness across EMS and NEMT operations.
- Assists in ensuring vehicles are properly cleaned, stocked, inspected, and maintained in compliance with H2H standards, applicable regulations, and OEMS requirements.
- Operates vehicles in accordance with applicable regulations and H2H standards.
- Inspects and tests vehicles to ensure operational readiness and completes necessary inspection documentation.
- Maintains clear and concise communication with employees, leadership, dispatch personnel, hospital staff, facility staff, patients, and other medical personnel utilizing two-way radios, phones, email, and other approved communication systems.
- Performs inspections and investigations and prepares reports regarding observations, incidents, complaints, vehicle issues, employee concerns, and other operational matters.
- Assists in the investigation and follow-up of patient care, employee, vehicle, safety, and operational incidents.
- Assists in training and onboarding new personnel across EMS and NEMT operations.
- Identifies staff training, development, performance, and disciplinary needs.
- Assists in the development and implementation of performance improvement plans.
- Provides coaching and education to field personnel to promote safe operations, appropriate patient care, regulatory compliance, and adherence to H2H standards.
- Works collaboratively with Clinical, Training, Dispatch, Fleet, Human Resources, and Operations leadership to address operational needs and improve overall performance.
- Assists the General Manager or Regional Director in maintaining adequate staffing and operational coverage during assigned shifts.
- Helps identify operational trends, recurring issues, and opportunities for process improvement.
- Represents H2H professionally when interacting with patients, families, healthcare facilities, hospital personnel, public safety agencies, and other community partners.
- Performs other tasks and responsibilities as assigned by H2H leadership.
Conditions of Employment
Candidates selected for employment are subject to a fingerprint-based background screening, as required by the Virginia Office of EMS. Candidates who refuse to be fingerprinted will be denied employment with H2H Emergency Services.
Equal Opportunity Employer
Hospital to Home LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race or national origin, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability status, or genetic information.
