Security Ambassador - Hennepin County Medical Center

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.  

Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

SUMMARY:
We are currently seeking a Security Ambassadorto join our Security department. This full-time position will work rotating days, evenings, and nights. 

Purpose of this position: Using excellent customer service skills and security awareness, works independently and as a team to welcome and assist patients, families and visitors entering the medical center.  Provides accurate and timely information in person or over the phone to patients and family/visitors, and staff.  Requires considerable knowledge, experience, judgment, and ability to problem solve and communicate effectively with patients and visitors. Helps create an atmosphere in the medical center that is efficient, calm, caring and supportive of the Centered Around You are guiding principles for patient- family-centered care. Incorporates security operations principles into their role of providing engaged service to patients, families, and staff.  Provides oversight of the lobby, entry, and other areas assigned to ensure proper identification of visitors, and a clean, safe, and secure environment is maintained.

RESPONSIBILITIES:

• Provides accurate and timely information in person or over the phone to patients, families, visitors, and staff
• In a professional and courteous manner, accurately intakes and documents all patient/visitor requests upon demand
• Collaborates with volunteer services and hospital ambassadors to support expanded coverage of the welcome desks to ensure HHS provides a warm greeting, expert guidance and accurate information to patients and families
• Coordinates and partners with other departments facility-wide to facilitate patient and visitor needs as necessary (i.e., clinical departments, security, interpreter services, transportation
• Accesses the electronic health record for current information on the location of patients in the hospital, appointment lists, as well as other electronic reference materials
• Responds to inquiries of customers from incoming calls and correspondence to answer questions and/or resolve problems
• Performs routine office tasks necessary for the operation and presentation of the welcome desks as instructed by the supervisor
• Functions as a hospital resource for patient/visitor questions concerning HCMC services
• Maintains up-to-date and accurate resources (internal/external) applicable to patient information
• Promotes a safe welcoming environment for all patients, families, and staff
• Vigilantly monitors the immediate area for opportunities to promote a safe and secure environment
• Proactively identifies immediate assistance for all potential or imminent security and medical emergencies occurring in their work areas
• Vigilantly monitors and tours assigned lobby and/or entry areas for service and other opportunities to intervene and/ refer or report depending on circumstances
• Provides access-control functions by registering and signing in visitors to campus
• Keep a daily log of all activities performed on the required form
• Writes a detailed incident report on all incidents that occur during his/her shift in accordance with security standards
• Promptly report any potential security issues or other incidents to Security
• Invite service comments and concerns, responding immediately to customer dissatisfaction with a sincere apology, an offer to remedy the situation with service recovery, and a referral to the Patient Representatives if necessary
• Protect the confidentiality of any information
• Conducts traffic control in all kinds of weather environments
• Parking Office duties as assigned
• Information Desk duties as assigned
• Conducts access control and badging procedures at various workstations
• Performs other related duties assigned and/or requested

QUALIFICATIONS

Minimum Qualifications:

• High school diploma or GED
• Two (2) years of security, door screening, or related experiences or completion of an approved criminal justice, business or technical school program in a relevant area
• At least one year of experience working in diverse communities in healthcare, social services, non-profits, or volunteering

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Three (3) years of clerical experience including one year or more of experience appropriate to customer service and/or healthcare or human services in a diverse setting
• Previous experience (one year or more) working in a health care setting with significant visitor/patient interaction. i.e. (Interpreter, Security, Info Desk)
• Currently enrolled in POST eligible criminal justice or related degree program
• Security operations, risk assessment, behavioral detection training
• Bilingual fluency in English/Spanish or English/Somali or other languages including ASL

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.  

Please Note:  Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.