Public Safety Customer Service Associate

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 is critical for the selected individual to be successful and provide service that exceeds customer expectations.

In addition, PSAs assist 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 PSA is expected to strive for superior performance by consistently delivering a product or service that is recognized as contributing to the patient and family experience and demonstrates an understanding of patient and family‑centered care.

• Greet and screen all patients, visitors and vendors, answer general questions, provide way finding and arrange wheelchair transport.
• Provide excellent customer service and serve as an ambassador for Memorial Healthcare.
• Monitor the conduct of visitors on campus, including enforcement of parking and tobacco‑free policies.
• Observe and report any suspicious activities and persons to Public Safety Officers.
• Manage conflicts and communicate with diverse groups of people.
• Assist outside vendors with accessing Memorial Healthcare’s Vendormate System.
• Oversee and coordinate all deliveries such as Fed Ex, UPS, flowers, food deliveries, etc.
• Track the use of and sanitize MHC‑provided amigos and wheelchairs.
• Gather, sort and process all Memorial Healthcare’s outgoing mail.
• Assign and add appropriate access levels to temporary badges for employees, contractors and vendors.
• Dispatch lab shuttles to and from the Medical Arts Building.
• Serve as a liaison of keys for consignee services between MHC and outside businesses.
• Distribute new keys to MHC employees as assigned.
• Obtain and properly document the intake/return of patient belongings when patients are discharged.
• Assign parking permits to employees, volunteers and students.
• Communicate with Medical Records Department to facilitate the delivery of patients’ records to the lobby for pick up.
• Sanitize the lobby for visitor safety.
• Verify and record service and therapy animals that enter the hospital.
• Track and record PSA front desk metrics.
• Direct Public Safety Officers and Supervisors to irregularities and emerging situations, as needed.
• Proactively dispatch officers to potential incidents or to address forbidden activities.
• Monitor, document and provide response to alarms, weather radios and reports by phone of suspicious activity, severe weather and/or emergencies.
• Assist in the vetting, tracking and approved access of contractors by supplying, reviewing and assisting with required paperwork and documentation trackers.
• 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.
• Demonstrate knowledge of and support for hospital mission, vision, values, policy statements, operating instructions, confidentiality statements, corporate compliance plan, customer service standards and the code of ethical behavior.
• Other duties as assigned by the Public Safety Supervisor, Manager or Director.

• High School Diploma or GED required. Associate’s degree preferred.
• Must be able to read, write, and follow both written and spoken instructions.
• IAHSS Basic Certification preferred or must be willing and able to obtain within the first 12 months of employment.

• 0‑2 years of prior training and experience in providing excellent customer service, managing guest relations, operating a computer system.
• Previous healthcare security experience a plus although not required.
• On‑the‑job training will be provided.

• Able to travel independently throughout all Memorial Healthcare facilities.
• Small…