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

Corewell Health • Grand Rapids, MI

10h • Onsite

About The Position

This role focuses on providing exceptional hospitality and dynamic customer service in a dual role as a security services officer and patient services representative. You will serve 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, maintaining the safety and well-being of employees, patients, and visitors in highly visible areas. You will enforce safety and security policies, respond to incidents, and assist patients and visitors with various needs.

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 in Public Administration, Business, or Criminal Justice
• Vocational/Technical One year certificate from college or technical school

Responsibilities

• Perform 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).
• Enforce applicable safety and security policies to deter violent behavior and criminal acts.
• Respond to violent or criminal behavior, as necessary.
• Serve 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 promote the use of facility pre-arrival, mobile arrival confirmation, and facility welcome space, self-serve patient registration “check-in” options.
• Help 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.
• Confirm patient demographic and insurance information; assist patients with kiosk/tablet patient registration, explain how patients can pay their visit co-payments and past due balances using the welcome space tablets and kiosks.
• Create and/or document security-related incidents using the standard electronic reporting system, ensuring reports and other required documents are factual, and thoroughly completed in a timely manner.
• Assist 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.
• Manage access control for secured areas.
• Manage verbal / physical conflicts using verbal de-escalation, physical presence, restraint techniques or other appropriate legal use-of-force options.
• Engage 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.
• Complete required ongoing training and education, including department specific requirements.
• Maintain required licensure and certifications.
• Maintain 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).
• Respond 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