Patient Housing Office Agent I

The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction.

ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state.

Our vision: Alaska Native people are the healthiest people in the world.

ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes:

• Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers.

• Cost-Share Dental and Vision Insurances

• Discounted Pet Insurance

• Retirement Contributions with Pre-Tax or Roth options into a 403(b).

• 401(a) ANTHC Retirement Plan: After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer.

• Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service.

• Eleven Paid Holidays

• Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment

• Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members.

• Flexible Spending Accounts for Healthcare and Dependent Care.

• Ancillary Cash Benefits for accident, hospital indemnity, and critical illness.

• On-Site Child Care Facility with expert-designed classrooms for early child development and preschool.

• Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice.

• Tuition Discounts for you and your eligible dependents at Alaska Pacific University.

• On-Site Training Courses and Professional Development Opportunities.

• License and certification reimbursements and occupational insurance for medical staff.

• Gym Access to Alaska Pacific University includes a salt water pool, rock climbing, workout gym, and steep discounts for outdoor equipment rentals.

• Emergency Travel Assistance

• Education Assistance or Education leave eligibility

• Discount program for travel, gym memberships, amusement parks, and more.

Visit us online at or contact Recruitment directly at ***email_hidden***.

Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.

Under close supervision, the Office Agent will be the contact for guests staying at Patient Housing, Quyana House and SpringHill University Lake during their stay and will assist with check-in, conformation of lodging arrangements, general lodging questions and assistance in locating Medicaid lodging accommodations as well as navigating the ANTHC campus. Evaluate patient medical records while working with the different clinical departments located on the ANMC campus to find and determine discrepancies with existing housing reservations. Works directly with Patient Housing Management to ensure housing services are efficiently being utilize.

ALL

A bility to operate the front desk following ANTHC Patient Housing policies and procedures. Responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay. Completes confirmation calls prior to guest arrival.

U pholds the ANTHC Patient Housing commitment to hospitality, be attentive, have a friendly, helpful and courteous attitude to all guests and co-workers. Empathetically listen to and understanding guest concerns. Encourage guests to complete Guest Satisfaction surveys.

D etermine Medicaid hotel availability daily and assist guests in finding a Medicaid hotel when there is no availability on campus.

A nswers inquiries pertaining to Housing services, and shopping, dining, entertainment, and travel directions. Communicates guest comments or complaints, referring customers to manager or more senior staff as necessary.

C ommunicates with ANMC case managers and regional healthcare organizations to ensure patient appointments, travel arrangements, lodging, transportation, and other logistical matters are completed.

O versees and coordinates all lodging arrangements for patients and/or their escorts who are referred to ANMC for medical care. Performs simple background checks to make sure the customer meets housing eligibility requirements.

I ssue meal cards with accurate per diem allocations, accurate activation date, expiration date and verifying cards are not duplicated and meal plan is correct.

C ommunicate consistently with other Agents, Supervisors, and Managers. Work closely with Housekeeping, Food & Beverage, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction. Coordinate daily activities with fellow Office Agents.

U nderstand and enforce all Fire and Life Safety procedures. Remain current with all updates to Policies and Procedures. Remain current with all training.

M aintain accurate room status information and communicate same to Patient Housing partners. Maintain security of all Patient Housing keys, returning any keys issued at the end of each shift.

A ssist with the development and implementation of Front Desk departmental metrics. Operate all aspects of the Patient Housing Front Desk computer system with accuracy. Understand and use all available Front Desk computer system reports.

T he Reservationist will be the primary agent making and assigning reservations, closely following the ANTHC Patient Housing policies and procedures. Assigns rooms to all arriving guests. Must be able to multitask on the phone and computer programs.

M anage hotel room inventory utilizing queuing system, property management system and Excel spreadsheets. Ensuring all guests have been checked out in a timely manner to meet Patient Housing standards.

O perate the ANTHC station at SpringHill Suites University Lake following the ANTHC Patient Housing policies and procedures. Must be able to work independently.

P rocess all discharge/urgent requests in SharePoint as they are submitted. Ensure customer satisfaction; through researching and resolving customer concerns.

I ssue room keys and meal cards. Contacts housekeeping or maintenance staff when guests report problems.

P rocess all discharge/urgent requests in SharePoint as they are submitted.

C ompare length of stay through Maestro with EHR documented appointments. Review medical chart to determine medical necessity (diagnosis, have they had surgery, are the appointments clinic scheduled or self-scheduled). Determine if the housing requests were made appropriately and coordinate/communicate with clinics and inpatient units to determine if travel can be made or if stays need to be extended/reduced. Critically important to communicate/negotiate with clinic staff to reschedule appointments to facilitate patient stays.

R eview expected departures and room moves 24 hours in advance to ensure reservation accuracy and improve guest satisfaction. Provide concise reports daily to Patient Housing Management via Outlook. This will assist you in tracking your successes.

W ill be the primary team to greet the airport shuttle and assist Elders with check-in process.

T he Night Auditor must be able to work independently.

D aily duties include; reconcile bucket, review rate amounts for accurate billing, obtain accurate room counts for Night Audit updates, No Show all reservations of guest that have not arrived, run Night Audit, run multiple reports for Patient Housing Management staff and email out Night Audit template to Stand up group and Patient Housing Management.

W ill review all Medicaid before being sending to Finance for final processing.

L EVEL II

T rain and trouble shoot Property Management System used at Patient Housing.

B e able to determine housing eligibility to include: beneficiary status, referral status, background check, and residency status.

N avigating and documenting within all ANMC software applications to include but not limited to SharePoint, AFHCAN, and Cerner.

D isplay knowledge and advocate for Patient Housing Rules and Regulations.

R econciliation and invoicing for Medicaid or non-Medicaid Travel.

L EVEL III

D uties of Level II.

T rain staff on the Patient Housing processes for Reservationist, Elder Concierge, Housing Central Reservation Agent and Night Audit.

A ssist in ensuring Patient Housing staff are following processes and work within a leadership group with any process improvement and development.

P erform the duties of an Airport Liaison.

W ork from the ANTHC airport kiosk location during arrival times.

A ssist arriving patients in navigating the airport processes, including luggage handling, shuttle services, and initiating the housing check-in process.

I dentify patients who require additional assistance and provide support accordingly.

F acilitate seamless travel arrangements for patients arriving at the airport for healthcare services at ANTHC, while also ensuring a smooth check-in process at the assigned hotel for these patients.

L EVEL IV

D uties of all levels.

P rimary lead when on shift, first level of support and communication for front desk staff. Coordinates breaks and lunches to ensure coverage is sufficient.

C onduct random room inspections weekly to assist with quality assurance.

P erforms other duties as assigned or required.

KNOWLEDGE and SKILLS

K nowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture.

K nowledge of customer service concepts and practice.

K nowledge of the Privacy Act of 1974 and HIPPA Privacy Rule Act of 1996.

K nowledge of state, federal and public/private insurance including Medicare/Medicaid.

K nowledge of Patient Housing Medicaid Processes.

K nowledge of multi-line phone systems.

K nowledge of safety, infection and quality control standards.

K nowledge of basic medical terminology and clinic systems.

K nowledge of measurement, data gathering, reporting, and analysis.

K nowledge of Microsoft programs.

S kill in oral and written communication.

S kill in managing multiple priorities and tasks concurrently and meeting deadlines.

S kill in establishing and maintaining cooperative working relationships with others.

S kill in operating a personal computer utilizing a variety of applications.

S kill in operating office equipment, including copiers and fax machines.

S kill in operating multiple line telephone systems.

S kill in working independently or as a team member.

S kill in dealing with distressed customers.

S kill in learning and operating multiple computer systems.

S kill in working independently or as a team member, and responding to different priorities.

S kill in using a variety of computer applications.

L evel III/IV

K nowledge of Tribal Health Organizations and service units.

K nowledge of ANMC Patient Housing, SpringHill Suites University Lake and Quyana House operations.

R eservationist, Maestro, Elder Concierge, Housing Central Reservation Agent, Night Audit, taxi services and request processing.

A bility to train individuals in Patient Housing Operations processes and work within a leadership group.

M INIMUM EDUCATION QUALIFICATION

L evel I

H igh school diploma or GED equivalent.

L evel II / III / IV

A ssociates Degree in Hospitality and/or Hotel Management, or progressively responsible customer service, hospitality services, or related work may be substituted on a year-by-year basis for the college education.

M INIMUM EXPERIENCE QUALIFICATION

P atient Housing Office Agent I– One (1) year of hotel experience AND one (1) year of customer service experience. An equivalent combination of relevant education and/or training may be substituted for experience.

P atient Housing Office Agent II– Two (2) years of hotel experience AND two (2) years of customer service experience OR one (1) year working as a Patient Housing Office Agent I. An equivalent combination of relevant education and/or training may be substituted for experience.

P atient Housing Office Agent III– Two (2) years of hotel experience AND three (3) years customer service experience OR two (2) years working as a Patient Housing Office Agent II. An equivalent combination of relevant education and/or training may be substituted for experience.

P atient Housing Office Agent IV– Four (4) years hotel hospitality experience AND three (3) years of customer service experience or three (3) years working as a Patient Housing as an Office Agent III. An equivalent combination of relevant education and/or training may be substituted for experience.

M INIMUM CERTIFICATION QUALIFICATION

N /A

P REFERRED EDUCATION QUALIFICATION

N /A

P REFERRED EXPERIENCE QUALIFICATION

F our (4) years of front desk/hotel experience or 1 year of front desk/hotel supervisory experience and or Hospital check in experience.

N ight Audit experience.

P REFERRED CERTIFICATION QUALIFICATION

N /A

A DDITIONAL REQUIREMENTS

A ll

W ill work weekend shifts and holidays.

L evel III/IV

W ill need to be able to take on call on a rotating schedule.

W ill need to be able to work evenings, weekends and holidays.