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Medavie

Operations Manager, MCC

St. John's, NL, Canada
NL Head Office MHNL St. John's (NL), Canada

Pay: $105,000 to $115,000 annually.
Job type: Full-time
Apply by: Oct 5, 2026
Posting language: English
Posted: Sep 28, 2026

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Original job description

Position Type:

Permanent

Closing date:

2026-10-05

Full careers. Full lives.

Join the Medavie Health NL Team

Are you looking for a fulfilling career that makes a meaningful impact on your life, and the lives of others? As the provider of emergency medical services and medical communications operations across Newfoundland and Labrador, Medavie Health NL (MHNL) is proud to offer career opportunities for professionals who share our strong commitment to delivering healthcare to communities throughout Newfoundland and Labrador.

If you're a passionate professional seeking a unique and meaningful career, MHNL is your destination. Join our team and achieve your full potential in a supportive and dynamic environment.

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 ACP or PCP program, or equivalent education and experience in medical communications, EMS, health care, or a related field, is required.

Current and ongoing registration, certification, or professional designation in the applicant’s respective field, where applicable, is required.

A minimum of three years of progressive experience in a high-volume EMS, Medical Communications Centre, emergency communications, or related operational environment is required.

Emergency Medical Dispatcher (EMD) certification with the International Academy of Emergency Dispatch (IAED) is required.
Current Emergency Medical Dispatcher (EMD) certification through the International Academy of Emergency Dispatch (IAED) is required.
Demonstrated leadership experience in Medical Communications, EMS, health care, emergency communications, dispatch, quality management, or a related operational environment is required.
Strong knowledge of Medical Communications Centre operations, ambulance dispatch, patient transport, ground and air ambulance operations, and applicable clinical and operational policies is required.
Knowledge of Newfoundland and Labrador geography as it relates to ambulance operations is required.
Strong computer skills and demonstrated ability to work with CAD, telecommunications, electronic documentation, and other Medical Communications technologies are required.
Excellent interpersonal, leadership, communication, and decision-making skills, with a demonstrated commitment to professional conduct, continuous learning, and quality improvement, are required.
A satisfactory record of work performance and attendance is required.
Possession of a valid Class 4 driver’s licence and clear driver’s abstract is required.
A bachelor’s degree in a health-related, leadership, communications, emergency management, or related field is preferred.

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.

Who we are

MHNL is the selected proponent to design, manage and operate a single, integrated road and air ambulance service in Newfoundland and Labrador. We are an incorporated, wholly owned NL-based subsidiary of Medavie Health Services (MHS), the largest contracted provider of emergency management services in Canada and a national leader in primary health care solutions, including mobile integrated health and community paramedicine programs.

Together with Medavie Blue Cross, MHS is part of Medavie, a national health solutions partner and innovative leader in benefits management, health management, and healthcare delivery. Backed by our team of over 8,200 dedicated professionals, we exist to improve the wellbeing of Canadians so that every life can be lived to the fullest.

We’re one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and certified Rainbow Registered as an organization that champions diversity, equity and inclusion. We foster a culture of caring where people are celebrated beyond their roles and valued for who they are and what they contribute.

If you share our mission of improving the wellbeing of Canadians, join our team.

What it’s like to work with us

We are more than just a workplace – we are a people-focused, visionary organization dedicated to fostering well-being and making a meaningful impact on the lives of our employees and the Communities we serve.

We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits by offering opportunities for personal and professional growth, meaningful experiences, and supportive leadership. At Medavie, you’ll find more than just a job - you’ll find a pathway to a full and rewarding career.

We welcome diversity

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

We put safety first

Employees of MHNL are accountable to our patients and coworkers by participating in and supporting all safety-related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: humanresources@medaviehs.com.

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More about this job

Responsibilities

Manage Medical Communications Centre staff, systems, and daily shift operations to maintain safe, effective service and operational readiness. Oversee staff performance, staffing and payroll, escalated concerns, reporting, and continuous improvement in collaboration with clinical, operational, and external partners.

Requirements

Requires completion of an approved ACP or PCP program, or equivalent relevant education and experience; current professional registration or certification where applicable; current IAED Emergency Medical Dispatcher certification; and at least three years of progressive experience in EMS, medical communications, emergency communications, or a related operational setting. Candidates must also have demonstrated leadership, knowledge of ambulance and medical communications operations and Newfoundland and Labrador geography, strong technology and communication skills, and a valid Class 4 driver's licence; a relevant bachelor's degree is preferred.

Skills

EMS Operations
Leadership
Staff Supervision
Coaching and Mentoring
Staffing and Workforce Planning
Payroll Administration
Operational Readiness
Emergency Dispatch
Performance Monitoring
Quality Improvement
Stakeholder Communication
Decision-Making
CAD and Telecommunications Systems
Electronic Documentation

Visa sponsorship

Not detected in the job text

Keywords

Medical Communications Centre
EMS
Emergency Medical Dispatcher
IAED Certification
ACP
PCP
Ambulance Dispatch
Patient Transport
Ground Ambulance
Air Ambulance
Critical Care
Community Paramedicine
Clinical Hub
Medical Transport Physician
CAD
Telecommunications
Electronic Documentation
Operational Readiness
Shift Operations
Staffing
Payroll
Performance Management
KPIs
Quality Assurance
Quality Improvement
Continuous Improvement
Newfoundland and Labrador Geography
Class 4 Driver's Licence

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