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.

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

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

• 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