Security Consumer Support (SCS) Specialist - 275 Michigan St. Care Center

Corewell Health • Grand Rapids, MI

2d • Onsite

About The Position

This role focuses on providing exceptional hospitality and dynamic customer service in a dual role of security services officer and patient services representative. The specialist acts as a facility welcome space ambassador, supporting the organization's patient registration strategy by promoting self-serve electronic check-in devices while also providing routine and on-demand security services. The ideal candidate will perform best-in-class customer service, ensuring the safety and well-being of employees, patients, and visitors in highly visible areas. This includes enforcing safety and security policies, responding to incidents, and managing conflicts. The specialist will also assist patients and visitors with wayfinding, lost and found items, vehicle assistance, wheelchair transportation, and escorts. Access control for secured areas and managing verbal/physical conflicts using de-escalation techniques are also key responsibilities. Continuous professional development, maintaining required licensure and certifications, and responding to emergencies are essential.

Requirements

• High School Diploma or equivalent
• 2 years of relevant experience
• Customer service, law enforcement or military, or any other related experience
• At least 21 years of age with valid Michigan driver license
• LIC-Driver's License - STATE_MI State of Michigan Upon Hire
• CRT-First Aid - AHA American Heart Association 180 Days Or CRT-Stop the Bleed - American College of Surgeons American College of Surgeons 180 Days
• CRT-Basic Life Support (BLS) - AHA American Heart Association 180 Days Or CRT-Basic Life Support (BLS) - ARC American Red Cross 180 Days

Nice To Haves

• Associate's Degree or equivalent Public Administration, Business, or Criminal Justice
• Vocational/Technical One year certificate from college or technical school

Responsibilities

• Performs best in class customer service while maintaining the safety and well-being of employees, patients and visitors in highly visible facility welcome spaces and patient waiting area(s).
• Enforces applicable safety and security policies to deter violent behavior and criminal acts.
• Responds to violent or criminal behavior, as necessary.
• Serves as a facility welcome space ambassador, triaging patient and visitor questions and concerns, offering accurate information, guidance, and directions, and/or referring individuals to team members who are most qualified to help.
• Assertively, but compassionately promotes the use of facility pre-arrival, mobile arrival confirmation, and facility welcome space, self-serve patient registration “check-in” options.
• Helps patients navigate through their welcome space experience – whether assisting a patient on a self-serve, electronic device or steering a patient to a patient services representative for a traditional patient registration experience.
• Confirms patient demographic and insurance information; assists patients with kiosk/tablet patient registration, explains how patients can pay their visit co-payments and past due balances using the welcome space tablets and kiosks.
• Creates and/or documents security-related incidents using the standard electronic reporting system, ensuring reports and other required documents are factual, and thoroughly completed in a timely manner.
• Assists team members, visitors, and patients with wayfinding directions, managing lost and found items, helping with vehicle assistance requests, wheelchair-patient transportation requests, escorts, and other reasonable assistance requests.
• Manages access control for secured areas.
• Manages verbal / physical conflicts using verbal de-escalation, physical presence, restraint techniques or other appropriate legal use-of-force options.
• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary to deliver satisfactory performance of all assigned responsibilities.
• Completes required ongoing training and education, including department specific requirements.
• Maintains required licensure and certifications.
• Maintains the safety and security of people and resources located within the facility.
• When approved by a security services operational leader, SCS specialists may respond to advance requests for security services “stand-by” assistance when patients with documented and/or identified previous violent behavior are scheduled for appointment(s).
• Responds to emergencies and “in the moment” incidents, as necessary.

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED