HEALTH CENTER ADMINISTRATIVE MANAGER

Under the direction of the Family and Community Health Director, the Health Center Administrative Manager oversees a myriad of customer-related interfaces that impact all of the Milwaukee Health Department (MHD), including the Central Intake phone system, Community Education and Event Requests (CERs), and targeted administrative needs of the MHD health centers and programs.

Supervision

·       Supervise branch support staff, including Community Health Administrative Specialists and Clinic Office Coordinators.

·       Conduct evaluations of the administrative and clinic office team.

·       Provide a comprehensive orientation for new staff and assure ongoing training and development for the team.

·       Schedule, facilitate, and document monthly supervision sessions and team meetings with staff.

Central Intake Management

·       Oversee quality phone line management of MHD’s Central Intake, used for referrals and service information.

·       Provide training and monitoring related to customer service protocols and expectations.

·       In collaboration with MHD leadership identify, plan, and implement quality improvement measures.

·       Coordinate the updating of phone trees in MHD to assure for clear, succinct, customer-friendly telephonic navigation to the department’s services.

·       Coordinate coverage needs across health center support staff, Central Intake staff, and greeters.

·       Support the Electronic Health Record (EHR) roll out, particularly as it connects to Central Intake and Registration.

·       Coordinate with Family and Community Health Branch leadership whose services are connected to Central Intake for the purposes of providing and receiving updates; navigate any system and technology changes and address questions related to Central Intake operations.

Building Management

·       Oversee the Clinic Office Coordinator team across health centers who are responsible for supporting building operations and maintenance.

·       Provide updates and communications to the leadership team regarding safety concerns; triage emergency building needs with executive leadership and Public Works partners.

·       Provide recommendations on improving the efficacy of inter-programmatic operations, including best usage of health center space.

·       Facilitate clinic leadership meetings to foster collaboration, information sharing, and provision of pertinent updates, ensuring seamless building operations.

·       Participate in Safety Committee work to assist in the implementation of building safety drills, protocols, and emergency procedures.

·       Coordinate the onsite contracted interpreter team at Southside Health Center.

·       Act as the overarching point of contact for DPW, Security, Cleaning, and other vendors involved in building maintenance and safety.

Community Education and Event Coordination

·       Develop and implement tracking systems for CERs to ensure that staff are responding to the requestors and vendors.

·       Work with the MHD Communications team to update and maintain the website.

·       Support large scale MHD community events coordination and awareness across the department; formulate and inform the department-wide calendar of community events.

Procurement Support

·       Coordinate with the Finance and Administration team to ensure inventory maintenance across health centers.

·       Manage support staff with City procurement cards (Procard) who purchase supplies and make travel arrangements for Community Health programs.

·       Act as point for centralized purchasing accounts (e.g., Amazon, Walmart) for Family and Community Health Branch programs.

·       Support invoice approval and processing.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

The Health Center Administrative Manager must be willing and able to do the following:

·       Report to any of the City of Milwaukee clinic locations as assigned. Assignments may be made on short notice to provide staff coverage during unexpected absences or emergency situations.

·       Respond to emergency or broad impact events, which may include working evening and weekend hours.

·       Carry an MHD cell phone during work hours.

·       Travel outside the City of Milwaukee, occasionally overnight, for training purposes or for participation in meetings representing the City.

·       Perform light physical work, including the ability to walk, reach, and exert up to 25 pounds of force occasionally to lift and move objects.

The pre-employment testing and medical requirements for this position include the following:

·       COVID-19 Vaccine Confirmation

·       TB Test; annually throughout employment

·       Hepatitis B Vaccine

·       MMR Vaccine

·       Varicella Vaccine

1.    Bachelor’s degree in business administration, communications, or a closely related field from an accredited college or university.

2.    Four years of professional experience in customer service, event coordination, project management, building management, or a comparable role related to the essential functions listed above, including one year of supervisory experience.

3.    Valid driver's license at time of application, throughout the selection process, and throughout employment; availability of a properly insured automobile for use on the job at time of appointment and throughout employment. (Private Auto Allowance may be paid pursuant to Section 350-183 of the Milwaukee Code.)

Equivalent combination of education and experience may be considered.

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

·       Experience in call center management, clinic management, or community organizing.

·       Ability to provide interpretation in Spanish, Hmong, or another language.

Technical

·       Knowledge of call center management best practices.

·       Knowledge of building operations and general maintenance best practices.

·       Knowledge of public safety principles.

·       Knowledge of event coordination and community outreach principles.

·       Business acumen; knowledge of financial concepts and procurement and inventory processes.

·       Knowledge of project management principles to initiate new projects and continuously improve processes.

·       Proficiency using standard database, spreadsheet, word processing, and presentation software.

·       Ability to learn and use enterprise software for functions such as contact management, project management, and procurement.

·       Ability to read and interpret journals, reports, regulations, policies, and procedures.

Supervisory

·       Ability to assign duties, set clear performance standards, provide guidance, monitor work in progress, and make hiring recommendations.

·       Ability to effectively train staff on new processes or technologies.

·       Ability to foster an environment of inclusion wherein all employees are treated respectfully, are valued for their strengths, and feel that they can safely express themselves.

Communication and Interpersonal

·       Customer orientation and skills; dedication to delivering appropriate services.

·       Verbal communication skills to convey thoughts clearly, concisely, and with cultural proficiency.

·       Ability to speak effectively before various groups.

·       Written communication skills to compose clear correspondence, reports, narratives, and policies.

·       Ability to build and maintain positive working relationships with a multicultural, multidisciplinary staff, representatives of other agencies, and the public.

·       Conflict management knowledge and skills.

·       Ability to work cooperatively and fairly with people whose backgrounds may differ from one’s own.

Critical Thinking, Planning, and Professionalism

·       Ability to take initiative and work independently.

·       Planning, organizational, and time management skills to prioritize responsibilities and meet deadlines.

·       Ability to adapt to changes in the work environment.

·       Analytical and problem-solving skills.

·       Decision-making skills and sound judgment.

·       Crisis management skills and the ability to remain calm under pressure.

·       Honesty, integrity, and ability to maintain confidentiality.

·       Commitment to professional development and staying apprised of best practices in public health.

·       Commitment to the promotion of health and the prevention of disease.

The current salary range (Pay Range 1HX) is $82,677-$105,223 annually, and the resident incentive salary for City of Milwaukee residents is $85,158-$108,380 annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.

The City of Milwaukee provides a comprehensive benefit program that includes the following:

· Wisconsin Retirement System (WRS) Defined Benefit Pension Plan

· 457 Deferred Compensation Plan

· Health and Dental Insurance

· Paid Parental Leave

· Comprehensive Wellness Program

· Onsite Clinic Services

· Onsite Employee Assistance Program

· Alternative Work Schedules

· Long Term Disability Insurance

· Group Life Insurance

· Tuition Benefits

· Paid Vacation

· 12 Paid Holidays

· Paid Sick Leave and other paid leaves

· Flexible Spending Arrangement

· Commuter Value Pass

For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.

THE SELECTION PROCESS will be job related and will consist of one or more of the following: an evaluation of education, experience and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE – The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

·       APPLICATIONS and further information may be accessed by visiting www.jobapscloud.com/MIL.

·       Applications and transcripts should be submitted no later than the deadline listed above.

·       If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.

·       The Department of Employee Relations is in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

EEO Code = 104

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.