Security Consumer Support Specialist

Corewell Health; Grand Rapids (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

On-demand pay (Payactiv)

Discounts directory and deals

Retirement options

Job summary

Corewell Health seeks a Security Consumer Support Specialist in Grand Rapids to blend frontline customer service with professional security duties. You will welcome patients and visitors, assist with registration and MyChart navigation, and perform de-escalation, incident response, and other security tasks throughout the facility.

The role emphasizes calm communication, dependable judgment, and a strong focus on patient experience within a busy healthcare setting.

Qualifications

• High School Diploma or equivalent required.
• Must be at least 20 years old with a valid Michigan driver license.
• State of Michigan driver's license upon hire.
• First Aid certification (AHA) required.
• Preferred: Associate's degree or equivalent in Public Administration, Business, or Criminal Justice.
• Preferred: Vocational/technical certificate from college or technical school.
• Preferred: 2 years of relevant experience in customer service, law enforcement, or military.

Responsibilities

• Provide best-in-class customer service with highly visible waiting room coordination.
• Support patient self-service registration and kiosk check-in.
• Document incident reports accurately and promptly.
• Assist with directions, lost and found, vehicle assistance, escorts, and other requests.
• Provide access control for secured areas.
• De-escalate conflicts using verbal methods and appropriate force when necessary.
• Pursue ongoing professional development and maintain required training and licensure.

Skills

Customer service

Communication

De-escalation

Education

High School Diploma or equivalent

Driver's license (MI)

First Aid certification (AHA)

Associate's degree or equivalent

Vocational/Technical certificate

2 years of relevant experience

Job description

Job Summary

The Security Consumer Support Specialist serves a dual role as both a customer service ambassador and a security professional. This position welcomes and assists patients, visitors, and guests while promoting a safe, secure, and positive healthcare experience. The specialist provides frontline patient support by assisting with registration, self-service check-in technology, and MyChart navigation, while also performing security-related duties including de-escalation, incident response, facility monitoring, and maintaining a visible security presence throughout the organization.

As a fully trained security officer, the Security Consumer Support Specialist helps ensure the safety and security of patients, visitors, team members, and assets. In addition, this role serves as a key point of contact for patients entering the facility, providing compassionate customer service, answering questions, guiding individuals to appropriate resources, and supporting a seamless arrival experience. The ideal candidate possesses strong communication skills, excellent customer service abilities, sound judgment, and the ability to remain calm and professional in dynamic situations.

Essential Functions

• Performs best in class customer service, while maintain highly visible waiting room coordination to deter violations of hospital policies and criminal acts
• Acts as agent to support and encourage self-service model of patient registration
• Documents information on incident reports and other required documents in a thorough, factual and timely manner
• Assists team members, visitors, and patients with directions, lost and found items, vehicle assistance, escorts, and other requests for assistance
• Provides access control for secured areas
• Communicates, collaborates with, and provides appropriate information to patients, visitors, and members of the health care team
• Manages verbal / physical conflicts using verbal de-escalation, physical presence, restraint techniques or other appropriate legal force options
• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities
• Completes required ongoing training and education, including department specific requirements. Maintains required licensure and certifications
• Serves as a concierge - greets and communicates with patients or visitors, including hospitality assistance and collecting payments and co-payments
• Performs patient registration and check-in: confirms patient demographic and insurance information; assists patients with kiosk registration

Qualifications

Required

• High School Diploma or equivalent experience
• At least 20 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

Preferred

• Associate's Degree or equivalent Public Administration, Business, or Criminal Justice
• Vocational/Technical One year certificate from college or technical school
• 2 years of relevant experience customer service, law enforcement or military, or any other related

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• 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
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Care Center Beltline - 2750 East Beltline NE - Grand Rapids

Department Name

Security Consumer Support CHW - Grand Rapids Hosp

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

10 a.m. to 6 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.