Communications Center Operations Manager

About this role

Company Description

CareFlite 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. CareFlite 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.

Job Description

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 CareFlite's mission, values, confidentiality standards, and commitment to exceptional customer service.

Key Responsibilities

• 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.
• Partici...