Manager, MCMC Operations

Position Type:
Permanent
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Closing date:
2026-06-04
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Medavie Health Services New Brunswick (MHSNB) is the subsidiary of Medavie Health Services responsible for the optimal operation and management of EM/ANB, an integrated organization specializing in the delivery of primary health care services with the goal of facilitating access to quality care so that patients can achieve better health outcomes. MHSNB is fortunate to be able to count on the expertise of its employees who work passionately to build a healthier province.

Our company is currently looking for new team members to support its mission of providing excellence in emergency and community care within our various programs, namely Ambulance New Brunswick, the Extra-Mural Program and NB Health Link. Each advocates for a highly coordinated, quality service offering guided by a goal of continuous improvement across primary health care.

Medavie Health Services is part of Medavie, a health services organization. Together with Medavie Blue Cross, we are committed to providing innovative solutions that will improve the health of all Canadians.

As a not-for-profit organization, Medavie is proud to commit an annual social dividend to the Medavie Health Foundation to support programs and initiatives aimed at addressing some of our country's most pressing physical and mental health care challenges.

As the MCMC Operations Manager, you will be responsible for the overall supervision of the day to day operations of the Communication Centre. Reporting to the Director of MCMC, you will ensure the accurate and efficient processing of emergency, non-emergency calls as well as the coordination for dispatch of land and air ambulance within the province of New Brunswick. This position is shift work 12hr shifts, 4 on 5 off.

In this role, you will be responsible for:

• providing support to the emergency Medical Dispatcher in real-time decision making;
• managing conflict resolution and customer service issues with stakeholders and the public;
• investigating and responding to incident reports;
• preparing various operational reports;
• performing quality assurance activities using the Medical Priority Dispatch System Advanced Quality Assurance Program;
• assisting in the development and implementation of quality assurance initiatives in order to maintain a high quality service;
• assisting with the organization and delivery of stakeholder education packages, as well as assisting with the orientation of new employees;
• leading, supporting and motivating the Communication Centre team using effective communication techniques;
• manage human resources within the scope of the collective agreement and corporate policies and procedures;
• assisting the Senior manager with the operations of the communication center including resources planning, recruiting and training.

As the ideal candidate for this role, you:

• have a minimum of three years of experience in the field of emergency medical services with a minimum of two years of supervisory experience;
• possess and maintain certification as an EMDQ;
• possess and maintain certification as an Emergency Medical Dispatcher through the International Academy of Emergency Dispatch;
• are registered as a primary care paramedic in the province of New Brunswick (would be an asset);
• have proven experience working with a quality management system;
• are committed to providing stellar levels of customer/patient service and have a passion for business growth within MHSNB;
• possess and demonstrate leadership abilities with a proven track record for inspiring and motivating others;
• are skilled in leading and developing those who lead others;
• use a positive and creative approach to problem solving;
• possess outstanding communication, negotiating, and dispute resolution skills;
• have working knowledge of Microsoft suite programs, others will be considered an asset.
• Bilingualism (French and English) i a requirement for this position.

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.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

If you are interested in working with a dynamic team of professionals and possess the necessary qualifications, please apply now.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Health Services New Brunswick is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination and harassment for all employees.