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Public Safety Customer Service Associate

3 months ago

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JOB SUMMARY

The Public Safety Associate (PSA) position is the first in a series of classifications within the Public Safety Department. This position is expected to provide a superior level of customer service and positive interaction with guests, patients, community, and staff creating great customer experiences. Representing the standards of behavior that are expected are critical for the selected individual to be successful and provide service that exceeds customer expectations. In addition, PSAs are responsible for assisting Public Safety Officers in providing emergency, public safety, physical security, protection and preparedness services to the organization, under the guidance of the Public Safety Manager. Each Public Safety Associate (PSA) is expected to strive for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience and recognizes and demonstrates understanding of patient and family centered care.

PRIMARY JOB RESPONSIBILITIES
  1. Greet and screen all patients, visitors and vendors along with answering general questions, providing wayfinding and arranging wheelchair transport.
  2. Provide excellent customer service and serve as an Ambassador for Memorial Healthcare.
  3. Monitor the conduct of visitors on campus including the enforcement of parking and tobacco free policies.
  4. Observe and report any suspicious activities and persons to Public Safety Officers.
  5. Manage conflicts and communication with diverse groups of people.
  6. Assist outside vendors with accessing Memorial Healthcare's Vendormate System.
  7. Oversee and coordinate all deliveries such as: Fed Ex, UPS, flowers, food deliveries, etc.
  8. Track the use of and sanitizing of MHC provided amigos and wheelchairs.
  9. Responsible for gathering, sorting and processing all Memorial Healthcare's outgoing mail.
  10. Assign and add appropriate access levels to temporary badges for employees, contractors and vendors.
  11. Dispatch Lab shuttles to and from the Medical Arts Building.
  12. Be the liaison of keys for consignee services between MHC and outside businesses.
  13. Distribute new keys to MHC employees, as assigned.
  14. Obtain and properly document the intake/return of patient belongings when patients are discharged.
  15. Assign parking permits to employees, volunteers and students.
  16. Communicate with Medical Records Department to facilitate the delivery of patient's records to the lobby for pick up.
  17. Sanitize the Lobby for visitor safety.
  18. Verify and record service and therapy animals that enter the hospital.
  19. Track and record PSA front desk metrics.
  20. Direct Public Safety Officers and Supervisors to irregularities and emerging situations, as needed.
  21. Proactively dispatch officers to potential incidents or to address forbidden activities.
  22. Monitor, document and provide response to alarms, weather radios and reports by phone of suspicious activity, severe weather and/or emergencies.
  23. Assist in the vetting, tracking and approved access of contractors by supplying, reviewing and assisting with required paperwork and documentation tracker.
  24. Ensure safe, secure and consistent care to patients, staff and visitors; adhere to all Memorial Healthcare policies, procedures and standards within budgetary specifications including time management, supply management, productivity and quality of service.
  25. Demonstrate knowledge of and support of hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.
  26. Other duties as assigned by the Public Safety, Supervisor, Manager or Director.
JOB SPECIFICATIONS

EDUCATION
  1. High School Diploma or GED required. Associates degree preferred;
  2. Must be able to read, write, and follow both written and spoken instructions.
  3. IAHSS Basic Certification preferred or must be willing and able to obtain within the first 12 months of employment.
EXPERIENCE
  1. 0-2 years of prior training and experience in providing excellent customer service, managing guest relations, operating a computer system.
  2. Previous healthcare security experience a plus although not required;
  3. (On the job training will be provided).
ESSENTIAL PHYSICAL ABILITIES/MOTOR SKILLS
  1. Able to travel independently throughout all Memorial Healthcare facilities.
  2. Small motor skills required for operating modern computer, office, and telephone equipment as utilized by Memorial Healthcare (MHC).
  3. Able to stand for long periods of time.
ESSENTIAL TECHNICAL ABILITIES
  1. Proficiency using modern office, computer and telephone equipmentas used by Memorial Healthcare.
  2. Ability to use modern physical security equipment and systems (access control, radio equipment).
  3. Ability to use Postage machine equipment (On the job training will be provided).
ESSENTIAL MENTAL ABILITIES:
  1. Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
  2. Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.
  3. Comprehends and executes written and verbal instructions.
  4. Displays good judgement and confident ability in handling potentially difficult and/or delicate situations.
  5. Clear, understandable and timely oral and written communications with proficient use of English language. Properly utilizes communication devices.
  6. Able to maintain confidentiality relating to Public Safety information and situations.
ESSENTIAL SENSORY REQUIREMENTS:
  1. Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
  2. Able to see and hear for work-related purposes.
INTERPERSONAL SKILLS:
  1. Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
  2. Required to remain calm when adversity is encountered.
  3. Open, honest, and tactful communication skills.
  4. Ability to work as a team member in all activities.
  5. Positive, cooperative and motivated attitude.