Critical Patient Operations Manager

Why STARS

At STARS, we come to work every day with a purpose…to save lives. Whether you work in the aircraft or at one of our six bases, everyone at STARS plays a vital role in helping to provide critical care, anywhere. Since flying our first mission in 1985, we have never lost sight of what is most important – our VIPS, or Very Important Patients. Each year, we fly over 3,000 missions, providing world class critical medical care whenever and wherever we are needed, and every team member contributes to helping that VIP. We are a lifeline to the community when time and clinical expertise can make all the difference.

We are currently looking for a Critical Patient Operations Manager at our Calgary base in the Emergency Link Centre.

Members of the Emergency Link Centre (ELC) are often referred to as the fifth crew member on the aircraft as they are a critical part of every mission STARS flies. The ELC team works to bring together the right resources at the right time to get life-saving help where they are needed. Be part of a team who works together to be there for our crew, and the community, when time is of the essence.

Key Responsibilities:

• Lead a team of emergency communications specialists in a busy, high-consequence 24/7/365 operations environment
• Ensure staffing levels and schedules are maintained to effectively support service delivery, efficiency, and sustainability of operations while ensuring service agreement requirements are met or exceeded
• Develop and evaluate call centre performance metrics with the goal of finding continuous improvements and efficiencies
• Work with the Director, ELC to set operational goals and objectives and work towards consistently delivering on these
• Maintain operational competency by filling approximately 20% of hours as an operational member of the ELC team; this means, taking live calls and assisting in dispatch of crew and resources as part of a team

Qualifications & Requirements:

• Bachelor's degree in a related field and/or relevant experience
• A minimum of 5 years' operations experience, ideally related to emergency telecommunications, call centre management, or healthcare
• 3-5 years leadership experience, with a minimum of 3 years leading operational teams
• Exceptional interpersonal and leadership skills with a focus on developing and maintaining a high-functioning team
• Commitment to providing outstanding, world class customer service and maintaining high performance standards

Bona Fide Occupational Statement

This role is considered safety-sensitive and as such, employment of the preferred candidate will be conditional upon successful completion of required pre-employment alcohol and drug assessments

What we offer:

At STARS, every day we come to work with a purpose, to save lives. Maybe that's your purpose too.

We provide a strong total reward offering inclusive of a salary tailored to your education and experience, comprehensive organization-paid health and dental benefits, free parking and more. But the real reward is joining a legacy – a legacy of lives saved, of hope in the fact of the unimaginable, and of pride in making a difference.

When you join STARS, you become part of a community that knows we're stronger together. It takes a team to deliver the highest standards of care, and we need you to help us be our best.

Elevate your career. Be part of something bigger. Be part of STARS.

How to Apply/ Deadline to apply:

If you are the person we are looking for and would like to make a difference with your career, please make sure to apply by closing date: May 4, 2025

Want to learn more?

Want to be the crucial link in emergency response? Learn how our Emergency Link Centre team supports critical patients when every second counts. Learn More About Emergency Link Centre (Critical Patient)

By clicking "submit", you provide Shock Trauma Air Rescue Service (STARS) consent to collect, use and disclose your personal information for the purpose of evaluating, establishing and/or managing an employment relationship with you. You acknowledge that your personal information may be transferred outside Canada, and may be accessible to law enforcement and national security authorities outside Canada. If you have questions about this consent, or wish to obtain further details about STARS' privacy practices, please contact our privacy officer at [email protected] or review our privacy policy at https://stars.ca/privacy-policy/ .

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