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about 1 year ago
Reach Air
Location: California
Job type: Permanent
Sector: IT & Communications
Category: Senior Manager
Company Overview

“REACH won the prestigious "Program of the Year Award" presented by the Association of Air Medical Services for 2015. Our outstanding reputation is due in great part to our notable safety practices and effective customer service program. This award is hailed as one of the air medical transport industry's highest honors and is presented annually to the company whose program clearly exceeds industry standards for safety, patient care, leadership and community service.

Founded in 1987, our mission statement is "In every situation, do what is right for the patient." The company has consistently demonstrated a commitment to patient care and has transported more than 100,000 critically ill and injured patients to date.

With a footprint of over 40 bases across the Western United States, the REACH Air Medical Services family of companies provides superlative emergency medical services transport with a diverse fleet of rotor-wing and fixed-wing aircraft.

Position Summary

The REACH Program Director (PD) provides leads and provides oversight for all assigned bases within REACH Medical Holdings, ensuring that all decisions and actions are in alignment with RMH values, mission, business and community needs. The PD creates a positive, productive environment that fosters a work environment that is customer centric and of the highest quality. The PD provides support and the resources so that they can deliver customer oriented high-quality patient care, in a safe and efficient manner. This will be done through the removal of barriers and persistently seeking system and service delivery improvements. The PD promotes engagement and development of our associates to do what is right for the patient in every situation, while maintaining compliance with all regulations and industry best practices.

This position works under the general guidance and direction of Regional Director of Service Delivery

***PLEASE NOTE: The "Duties and Responsibilities" Section has been edited slightly to comply with the limitations our Applicant Tracking System Length requirement. The complete and unabridged jobs description can be found on the REACH SharePoint Page under MONTHLY BULLETIN => NEW RMH Job Descriptions.

Duties and Responsibilities

Leadership and Management
A.Base Leadership:
•Accountable to working with the Clinical Base Manager, Lead Pilot and Regional Maintenance Manager to ensure the overall integrity of the team and team building as well as provides high-level team leadership and guidance.
•Through the use of KPI’s, constantly monitoring, analyzing and measuring base performance to develop action plans and strategies to ensure the bases service delivery is in line with quality expectations, business development goals, and ultimately ensuring the success of the base.
•Accountable for customer metric monitoring and analysis to ensure market experience and trends are transparent and actionable.
•At the guidance and direction of the Regional Director of Program Operations, will be responsible for the local or base development of Business expectations, Service Delivery, Customer service and support as well as Contiguous Business Development and Strategy
B.Crew Management:
•Provides guidance and input as needed and/or required to the Clinical Base Manager, Assistant Chief Pilot and Regional Maintenance Manager in annual performance evaluations for base staff.
•Supports and manages crew performance management, disciplinary actions for clinical personnel according to established policies including counseling, written reprimands, promotions, demotions, suspensions and terminations.
•Accountable to working with the Clinical Base Manager, Lead Pilot and Regional Maintenance Manager to ensure consistent and equitably execution of established Company policies, recommending appropriate modification, deletion or development of policies such that the mission of the Company is best fulfilled.

Quality Management/Continuous Quality Improvement
•Demonstrates resourcefulness and creativity when seeking new ways to improve performance, processes and services.
Utilizes best practices and Lean Learning principles in daily operations when possible.
•As a member of the Service Delivery Team, participates in the ongoing development, implementation and evaluation of SOP’s.
•As a member of the Service Delivery Team as well as the REACH leadership team, contributes to the development, implementation and evaluation of a quality management program designed to measure and ensure personnel satisfaction, customer satisfaction, cost-effectiveness of the service, and program safety.
•Possesses the ability to compile, analyze, understand, develop reports and disseminate information about base operations, area political EMS issues, and growth opportunities to the Executive Leadership Team.

Customer Service
•Accountable for external customer relations to include in-region business development, communication and contract management.
•Responsible for ensuring internal systems and processes exist to support both internal and external customer goals via customer mapping
•Responsible for external “customer listening” to understand and gain insight to the customer experience, needs and wants.
•In collaboration with Senior Leadership, Regional Director of Service Delivery and Marketing maintains government relations, oversees base marketing and public relation needs within base region.

Fiscal Management/Marketing
•Through solid measurement and metrics, Participates in preparation and execution of the annual base operating, patient transport, financial plans and capital budgets.
•Responsible for timely and continuous variance analysis and corrections.
•Responsible for approval of all accounts payable invoices related to clinical base operation.

•In collaboration with the Clinical Base Manager, represents the company at public and professional meetings, specifically responsible for those meetings within that base’s service area.
•Takes AOC (ADMINISTRATIVE ON CALL) on a scheduled basis, possible weekends/holidays.
•Other Duties as assigned


•Bachelor's degree or equivalent knowledge and experience preferred.
•Previous experience as a registered professional nurse, paramedic or respiratory care practitioner is highly desirable.
•One (1) year management or supervisory experience.
•Ability to design, execute and measure an effective business and marketing plan.
•Excellent verbal and written communication skills.
•Team building skills.
•Intermediate computer skills including MSWord, Excel and PowerPoint.

•Excellent public relations, interpersonal, and customer service skills.
•Ability to communicate professionally, effectively and clearly.
•Remains cognizant of local EMS county protocols and requirements.
•Maintains ongoing knowledge of and communicate the importance of SOP’s.
•Ability to empower, organize and motivate a team.
•Remain aware and understand the political environment both internally and externally.
•Ability to work within a strong team environment.
•Valid driver’s license

Additional Qualifications

Value Based Competencies:
Crew/Customer/Patient Focused
•Anticipates and strives to understand the unique needs of each crewmember, patient and/or external customer.
•Tailors each interaction to the specific needs of the person and/or situation.
•Responds quickly, safely and efficiently to problems that arise while providing service and/or leadership.

•Demonstrates consistent, clear and courteous communication.
•Is receptive, responsive and realistic.
•Among teammates is supportive, open and vulnerable.
•Provides timely, constructive feedback that contributes to others' development (each member must demonstrate a commitment to help each other succeed).

•Takes responsibility for individual and team actions, decisions and results.
•Measures progress against agreed upon plans and stated goals.
•Promotes to team success.
•Performs work with high quality and excellence.
•Dependable and delivers on established timelines.
Continuous Improvement
•Demonstrates resourcefulness and creativity when seeking new ways to improve performance, processes and services
•Seeks out and utilizes best practices

Working Conditions and Physical Environment

Physical Requirements:
•Involves moderate amount of sitting, speaking and listening; frequently using hands to key to input data and information.
•Requires close and distance visual capabilities.
•Capable of lifting 40 pounds floor to bench height.
•Coordinate multiple tasks simultaneously.

Environmental Conditions: Entails exposure to the following environmental conditions:
•Constant exposure to moderate business office noise levels such as office machines, conversations, foot traffic
•Some (less than 1/3rd) exposure to loud aircraft noise, moving mechanical parts, fumes, toxic chemicals, airborne particles, risk of electrical shock.
•Traveling by air or ground may be required.

Work Place Conditions: The Program Director is physically based at a “crew quarters” but will also perform work away from the base, at home and in customer facilities as required. Periodic business travel by automobile and aircraft will be required.

Work Schedule: This position is an exempt, salary position and hours and shifts may vary based on operational need.

Reporting Relationship: Direct reporting relationship with the Regional Director of Service Delivery.

Company Offerings

REACH offers competitive benefits including medical, dental, vision, short- and long-term disability, life insurance, as well as a 401(k) plan. We also offer a flexible paid-time-off program and voluntary supplemental life insurance packages.

Important Information

REACH Air Medical Services is an equal opportunity/affirmative action employer. All qualified candidates will receive consideration for the position applied for without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, military/veteran status, or other non-merit factors. We welcome and encourage applications from minorities, women, protected veterans, and individuals with disabilities (including disabled veterans

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