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Positions Location: Lansing, MI
General Purpose of Job:
The main responsibilities are providing pristine customer service to clients as the voice and face of Sparrow Security’s mission and brand, working seamlessly in conjunction with other Security caregivers to provide our clientele with the best experience possible. Responsible for visitor management, supporting parking operations, greeting visitors, patients and other clients and support the objective to maintain a safe, secure and orderly environment.
Essential Duties:
This job description is intended to cover the minimum essential duties assigned on a regular basis. Caregivers may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
- Maintains safe and secure environment for, and provide assistance to, Caregivers, patients, physicians, volunteers and guests of Sparrow Health System
- Provides a positive first impression of Sparrow Hospital to patients and visitors by extending a cordial welcome and assisting with needs. Greet patients, visitors and caregivers while patrolling the main hospital lobby and the professional building.
- Provides directions and wayfinding assistance to patients and visitors.
- Answers questions and refers patients and visitors to appropriate resources.
- Maintains current knowledge of Hospital Visitation Policies and ensures the policies are adhered to by patients, visitors, and caregivers.
- Ensures that proper identification is received when checking visitors into the hospital visitor management system.
- Verify that caregivers entering the hospital have the proper identification visible.
- Verifies inpatient and outpatient appointments utilizing daily scheduling report.
- Verifies patient room numbers for visitors.
- Verifies patients are in house and can have gifts (flowers, personal items) pending infection and diagnosis status, log items and deliver to unit.
- Adhere to all Patient Privacy/Security flags as designated in the Electronic Medical Record.
- Maintain current knowledge of all Sparrow properties and related security technologies to ensure proper response to calls for service.
- Recognize potential violent/disruptive behaviour and assist with intervention as needed. Contacts Security with any suspicious behavior.
- Provides parking validation for those who meet validation protocol.
- Monitor the intercoms/incoming calls from Parking Gates and assist guests and patients with parking needs by answering questions or by remotely raising the parking gate.
- Troubleshoot issues with parking gates and/or pay stations.
- Report all gate/parking issues to Parking Coordinator and/or Public Safety
- Assist with enforcement of parking guidelines.
- Responds to safety hazards according to facility procedures to include: water on floor, objects inadvertently blocking doors, electrical cords removed or taped, and misplaced furniture.
- Immediately report any accidents to Leader on duty.
- As required, conduct Visitor and Caregiver screening as recommended by Sparrow Hospital, which may include taking temperature, asking screening questions and providing appropriate personal protective equipment.
| General Requirements |
• Demonstrates knowledge and maintains and respects patient right to privacy by following the HIPAA Privacy and Security policies and procedures. • Adheres to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence). • Role model behaviors that value the diversity of our caregivers, patients and customers and supports creating an environment that is inclusive, welcoming and respectful. • Communicates with patients, families and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank). • Works in a safe manner and promptly reports any hazards identified in the work environment or related to assigned responsibilities. • Adheres to policies and procedures designed to avoid, prevent and reduce the spread of communicable diseases. |
| Work Experience |
• Minimum 1 year frontline customer services experience and/or 1 year security experience • Previous security and/or lobby entrance screening. Preferred. |
| Education |
• Minimum High School Diploma |
| Specialized Knowledge and Skills |
• Strong communication skills, basic computer knowledge of Microsoft Office and other software, with strong typing skills. • Demonstrated skill in unarmed self-defense and control techniques, as well as crisis prevention and intervention techniques. (NCI training at a minimum) • Demonstrated competency and/or ability to learn various computerized security technology and software programs. • Knowledge of good body mechanics and in good physical condition. • Demonstrated ability to work well under pressure. • Excellent communication and public relations skills (written and oral). • Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job. |
University of Michigan Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
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