Healthcare Account Manager

At Allied Universal®, we continue to build an inclusive, Be Phenomenal® culture that encourages, supports, and celebrates a diverse workplace. It fuels our innovation and connects us closer to our customers and the communities in which we serve. Allied Universal offers so much more than just a job. We offer careers. We take great pride in our promote-from-within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, 401K, employee assistance programs, company discounts, perks and more for all full-time positions! Start your phenomenal career with Allied Universal® today!Facility/Location: CommonSpirit Health Last Review/Revision Date: December 2020Post Hours: Salaried position. Uniform: Business attire. Responsible To: Client, AUS Director of Operations & General Manager. Armed/Unarmed: Unarmed Description: The Account Manager (AM) is designated as a management level professional with oversight for all security service delivery and related programs for the client. This person acts as the official representative from AUS to the Client and will work to ensure a consistent and superior level of customer service to all client facilities. This person will partner with the client''s management to establish and maintain an innovative, high-quality vision for the security program.This position responds to all incidents as needed, directing security response, providing assistance, protecting personnel and property within reason and securing the incident scene until properly relieved. This position conducts initial investigation of incidents, and is responsible for completing all appropriate reports and forms. This position responds to unusual or emergency situations using the appropriate escalation of force level up to and including armed response by following established protocol(s).In the event of the commission of a crime or disorder, this person is responsible for alerting higher authorities, responding to the incident and providing assistance as needed, protecting personnel and property within reason and securing the incident scene until properly relieved. Scope of Work: This person is responsible for the administration, coordination, planning, development, direction and implementation of the Security Program in accordance with the contract, agreed upon policy and accrediting and regulatory agency requirements. This person will review and act promptly to reports from such agencies, and oversee department policies to conform to appropriate mandates and standards of expectations.Serve as the leader of security personnel for the account, managing the security staff and overseeing the day-to-day program.Serve as the immediate point of contact between AUS and the client. Attend client meetings as agreed upon, to include representation at monthly meetings and daily huddles.Maintain subject matter expertise in applicable security related subject matter.Know, adhere to, and enforce standards as listed in the AUS Security Professional Employee Handbook and the AUS Healthcare Standards and Guidelines Manual.Coordinate the establishment of competencies with the client and validate compliance of all security staff with contractual requirements as well as all applicable national, local and accreditation agency standards.Review site post orders annually and collaborate needed changes with the client.Administer JSA''s and safety programs annually, outlining site-specific hazards for security officers on assigned shifts including vehicle / driving safety as appropriate.Monitor, review and analyze information from materials, events, and the environment to detect or assess security related problems and report and act on each as appropriate for compliance and response.Conduct and report outcomes of annual security program reviews.Provide subject matter expertise in the development of client policies related to security and the security program. Responsible for implementing, monitoring and reporting effectiveness of those policies and procedures.STAFFING: This person is responsible for maintaining appropriate staffing levels to ensure compliance with contractual obligations.Provide 24-/hour response at client site as required including but not limited to emergency response and discipline issuesMaintain appropriate staffing levels through hiring, training, and developing staff; coordinating needed support services to effectively run the account to meet or exceed financial & operational goals and provide quality customer service.Maintain weekly operating schedules and complete payroll for assigned security personnel.Capably utilize WinTeam for scheduling and billing, and to produce reports that require interpretation and action for effective business management. (Budget Income Statement, Scheduling Activity Report, Invoice Aging, Training Summary and Training Detail reports, Overtime Warning, Under Hours, etc...)Coordinate and/or conduct site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meet Allied Universal''s corporate training standards.Develop and maintain a competent staff in both technical and professional skills through performance management (coaching, counseling, disciplining, annual formal performance evaluations, recognition, etc.)Evaluate the competencies of assigned staff members and take corrective action where required. This includes ensuring defined training/processes are in place for all officers to maintain defined levels of performance, appropriate licenses and certifications.Ensures compliance is properly achieved and documented through the creation and maintenance of compliance folders for each assigned security professional. Ensure folders are maintained and available for review by the client and all regulatory and accreditation agencies.CLIENT/STAFF RELATIONS: This person will build, improve and maintain relationships with the client, client staff and employees;Interface with client executives, physicians, client staff, patients, and visitors to obtain feedback and perceptions.Handle any escalated security issues or emergency situations appropriately.Assure that employee grievances are heard and resolved (with help from appropriate support employees, as required) and that personnel records are updated and accurate.Assure communication of policies, announcements and job openings through a consistently updated READ file at each site.Manage uniforms, equipment, supplies and vehicles utilized at the account(s), maintaining appropriate inventories and maintenance checklists. Take a proactive role in communicating with the client and meeting their needs; meet with regularly, identify issues, provide security and technical expertise and solutions. Ensure customer satisfaction.When necessary, ensure employee terminations are conducted in a professional manner and do not impact client operations.Minimum Qualifications:Must be at least 21 years of ageEducation and Experience:Meet Allied Universal Security Services hiring qualificationsExtensive experience in security or law enforcement or equivalent required. Experience in security in a healthcare facility preferred. A minimum of 4 years'' experience in security at a supervisory capacity is required. Military or law enforcement background is preferredApplicants with at least four (4) years military service (honorable conditions only) will weigh in the favor of applicants with similar experience.Working knowledge of local, state and federal requirements for a contracted security force in a healthcare environment.Working knowledge of applicable accreditation standards and regulations impacting security programs in a healthcare environment to include: CMS, TJC, HIPAA, EMTALA, OSHA, and NFPA.Ability to analyze problems, determine root causes, and identify and determine results oriented solutions.Outstanding interpersonal and communications skills (verbal and written), to effectively communicate with patients, patient families, staff members and executives; drafting policy and documenting investigations of incidents; and training staff members.Experience in hiring, developing, motivating and retaining quality staff.Previous payroll, billing and scheduling experience.Ability to handle typical and crisis situations efficiently and effectively.Ability to employ less lethal weapons to protect yourself and others.Demonstrated ability to safely and responsibly carry, store, and maintain less lethal weapons, and other assigned equipment.Demonstrated ability to participate in and pass less lethal weapon training and qualification courses without petency Requirements: Account Managers will be required to pass initial and annual competency evaluations consisting of the following topics:Health Insurance Portability and Accountability Act (HIPAA)Bloodborne Pathogen/Infection ControlEmergency Medical Treatment and Active Labor Act (EMTALA)De-escalation Use of ForceClinical Restraint UsageUse of Handcuffs and less than lethal force optionsClient required coursesSecurity Incident Response ProceduresCPR/Basic First Aid (required every two years) Additional Training Requirements: Must successfully complete the following training courses. An * denotes annual requirements.Healthcare EssentialsCertified Healthcare Security ProfessionalCertified Healthcare Security SupervisorCertified Healthcare Security ManagerClient Orientation and Security Incident Response ProceduresSecurity Department OrientationVehicle & Golf Cart Driving EDGE Course and Practical ApplicationBackground Check Requirements: Must be able to pass a criminal background check to meet Allied Universal standardsMust be able to pass a motor vehicle check with not more than three (3) moving violations within the past yearNurse Aide Abuse RegistryHealth Screen Requirements: The following health screens must be completed prior to being assigned to a post. An * denotes annual requirements.TB Screen *Hepatitis B series vaccine or signed declination statementN-95 Fit Test *Flu Shot *12 panel drug screenVaricellaMMRLicense and Credential Requirements:License to operate a motor vehicle in the state of Kentucky with less than 3 moving violations within a year.Ability to work in a team-oriented environment and work independently.Ability to maintain satisfactory attendance and punctuality standards.Neat and professional appearance in accordance with set standards.Ability to provide quality customer service with a friendly and professional demeanor.Ability to make decisions and handle situations effectively.Minimum Physical Requirements:With or without reasonable accommodation, the physical and mental requirements of this job may include the following: seeing, hearing, speaking, and writing clearly; occasional reaching with hands and arms, stooping, kneeling, crouching and crawling. Frequent sitting, standing and walking, which may be required for long periods of time, and may involve climbing stairs and walking up inclines and on uneven terrain; frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds. In addition:Must be able to identify the following colors: green, blue, white, and blackMust maintain a level of physical and emotional health to cope with periods of high stress and working hours that may extend beyond the standard work week. Cognitive abilities must be unimpaired to deal with the intellectual demands of the position. Ability to use PPE and adaptive equipment where work requires protective equipment and close visual and auditory attention to detail.Movement around the building will be necessary to monitor personnel, the condition of facilities and equipment, and response to emergent situations and events. Moderate physical effort required to physically restrain patients, respond to emergencies on upper floors without the use of an elevator, assist in patient evacuations, and respond to other emergency and non-emergency situations.Working Conditions: On a regular basis this position will be required to:Routinely change work areas on client property via foot or vehicle during all environmental teract with patients, employees, visitors, physicians, and the general public during normal and emotionally charged situations.Work both independently and in team situations.Defuse potentially violent situations with verbal or physical skills.Assist in restraining patients in support of clinical needs.Work multiple tasks simultaneously.Conduct group training/in-services on short notice.Work with material which may be hazardous.Must have ability to cope well under emergency and stressful situations while making sound decisions and recommendations to physicians, nursing and professional staff relative to issues involving safety and security. Unavoidable Hazards:Unavoidable hazards of the position are the regular exposure to patients and visitors with potentially infectious diseases, blood and body fluids. Other hazards include the potential for exposure to smoke, hazardous chemicals, inclement weather and driving conditions, sharp instruments, verbal abuse, and physical violence.Allied Universal® provides unparalleled service, systems and solutions to people and businesses within our local communities, and is North America''s leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability/Sexual Orientation/Gender Identity Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.Allied Universal® provides unparalleled service, systems and solutions to people and businesses within our local communities, and is North America''s leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability/Sexual Orientation/Gender Identity Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.

Created: 2021-11-29