Care Coordination Agent

This position is for Mid Shift (Tuesday - Saturday) - 3:00PM - 11:30PM

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.

Summary

Under normal supervision , a ss i s t s c u s t o m e r - o w n e r s w i th a p p o i n t m e n ts information, travel, lodging a n d i n f or m at i ona b o ut t h ei r c a r eatt h e A l a s k aN a t i v eM e d i c al C e n ter.

Responsibilities

Co m m u ni c at e sw i th A N M Cpro v i d e rs , c a s e m a n a g ersa n dr e g i o n a l h e a l thcare or g a n i z a t i o nsto e n s ure p at i e n ta p p o i nt m e n t s ,tra v e lar r a n g e m e n t s , l od g i n g,tra n s p orta t i o n , a n d o t h e r l o g i s t i c al m at t ersare c o m p l et e d.

Han d l es ro u t i n ere f er r a l s i n c o n j u n c t i o nw i th A N M C m e di c a lpr o v i d e rs ; sc h e d u l esd i a g n o s t i c s tu d i e s , cl i n i c app o i nt m e n t s . E n s urestra v el a nd lodging ar r a n g e m e n ts f orpat i e n t s for their referred medical care into Anchorage .

Co m m u ni c at e sw i thot h er d e p art m e n tsat A N MC t oc o ord i n ateasn e e d e d.U t i li z e satra c k i ng s y s t em f or c li e n tsto m a i nt a i nan a p p r o pri a ted a t a b a s e o f c li e ntsre q u i r i n g f o l l o w - upa n das s u r esa p prop r i a t e f o l l o w - upof c u st o m e r- o w n e rs .

O v er s e e s a nd c o ord i n a t esa l ltr a v e lar r a n g e m e n ts f o rp a t i e n tsa n d /or t h e i re sc orts w hoare r e f er r ed t o A NMC or outside the State of Alaska f or m e di c al c are. Re v i e w sa l l r e q u e s tsa g a i n s tt h e A N M C P o li c i esa n dpro c e d u r es to v eri f y e l i g i b i li t y f ortra v el s er vi c e s .M a i nt a i nsd a t a b a s e o ftra v el s e r vi c es f orb u d g e ta r y a n d cr e d i t c ard r e c o n c i l i a t i onona m o n th l yb a s i s .

O v er s e e s a n d c o o r d i n a tesa l ltra v elar r a n g e m e n ts f o rp a t i e n tsa n dth e i re sc orts ( i fa p p li c a b l e) r e f er r ed o u t s i d e t he S ta t eof Al a s k a f or m e di c al s e r vi c e s .

M a y a l s o be r e q u i r edtoar r a n ge s p e c i a ltr a v e l r e q ui r e m e n ts ( o x y g e n, s tretch e r , e t c .);th i s i n v o l v eswor k i ng c l o s e l y w i tht h e c a s e m a n a g e r ,the s er vi c e u n i t a ndt h ea i r c ar r i erto m a k e s ure t hen e e dsofthep a t i e n t are b e i n g m et.

Re f ers a l l p a t i e n tstoFa m i l yH e a l t hRe s o u rc es f ora l ternate h e a l th r e s o u rc e scr e e n i n g .

Works with ANMC Clinic Case Managers to arrange housing for patients traveling to Anchorage for appointments. Screens requests for alternate resources and make the necessary referrals.

Performs simple back ground checks to make sure the customer meets Quyana House eligibility requirements. Greets, registers, and assigns rooms to guests of the Quyana House. Keeps records of room availability and guests' accounts, manually or using computers.

Performs simple bookkeeping activities, such as balancing accounts. Issues room keys and meal cards. Reviews policies and procedures with guests during the check in process. Contacts housekeeping or maintenance staff when guests report problems.

Answers inquiries pertaining to Quyana House services, ANMC Clinics, and shopping, dining, entertainment, and travel directions. Communicates guest comments or complaints, referring customers to manager or more senior staff as necessary. Advises housekeeping staff when rooms have been vacated and are ready for cleaning.

Ensures customer satisfaction; through researching and resolving customer concerns at the lowest level possible.

Coord i n at e s ground tra n s p o r ta t i o n f or c u s to m e r s .

A ss i s ts p a t i e n tsw i th f i n d i ng l o c al l o d g i nga n dgro un d t r a n s p o r t at i o n, if they do not meet eligibility for lodging services through ANMC .

For Medicaid eligible patients and/or escorts, serves as the liaison between the Alaska Native Medical Center and the State of Alaska Medicaid representative to obtain prior authorization for travel and lodging. Gathers all information requested by the Alaska State Medicaid Representative, by utilizing various computer systems and by communicating with ANMC RN Case Managers. Provides continuous communication to all parties involved so that all requests can be handled in a timely manner.

Informs customers about services available and assesses customer needs. Focuses on providing excellent customer service in all aspects of contact with providers, recipients and clients.

Assists the patient/escort with their lodging needs by contacting local hotels and/or their travel arrangements through the State Travel Office (STO). May also be required to arrange special travel requirements (oxygen, stretcher, etc.) this involves working closely with the case manager and the STO.

M a k es f o ll o w - up c a ll sasn e e d e d .

P er f o r m s a v ari e t yof e m e r g e n c y c o o r d i n at i o n , d i s p a t c h,p u b li c i n f or m at i ona n d cl ericald u t i es i n s u p p o r t oft h e A l a s k aN a t i v eHe a l thCa m p u s .

A n s w ers p h o ne c a ll s (externally & internally)a n d r o ut e s c a l l erstoa p pr o pri a t ed e s t i n a t i o n s ,a ss i s t i n g c a ll ers i n d et e r m i n i ng c or r e c t c a l ld e s t i n a t i o n .

M o n i tors li f e -s a f e t y a nd s e c uri t y a l ar m sa n d c o o r d i n at e sa n dd i s p atch e se m ergen c y r e s p o n s e s . Det e r m i n e sn a tu r eof a l ar m , di s p a t c h e sa p pr o pr i ate s ta f fa n dse c uri t yu s i ng v ar i e t yof c o mm u ni c at i o n s y s t e m s. Fa c il i ta t esd a i l y p at i e n t m e di c ala i re v a c u a t i o n c o o r d i n a t i o n .

Coor d i n at e s ph y s i c i an r e f er r ala n d o n -c a l l s er vi c e s . Coor d i n a t esgrou n dtra n s p ortat i on f or m e di c ale m ergen c y c a s es b y g at h e r i ng c or r e c t i n f o r m at i ona n d c o o r d i n at i ng b e t w e en a i r c ar r i era n d F i r eD e p a r t m e n t.Con t a c ts the m u ni c i p a lp o li c ea n d f i r ea u th o ri t i eswh e n n e c e ss a r y.

P r o v i d es c u s to m er s er vi c estop a t i e nts, v i s i t or s ,a n dot h ers c o n t a c t i n g Ca m p u sorga n i z at i o n ,a n s w e r i n g q u e s t i o n s a b o utCa m p u sorga ni z at i o n s , s er v i c es a v a il a b l ea n d i n c l u d i n gc l i n i c h o ur sa n d l o c at i o n s .

M a i nt a i ns p h y s i c i a n r e f er r ala n d o n -c a l l sc h e d u l esw i t hp h o n ea n db e e p e rn u m b e r sofa l l cr i t i c al s ta f f . T r a c k sa n du p d a tes p h o n ea n dp a g e r li s t i n g s . P a g eson c a l ld o c tors f or c o n s u l t c a ll sa n d s ta f f i nn e edof a ss i s ta n c e.

M a i nt a i ns c o n s ta n t a w ar e n es sa n d p r e p are d n e s s f ora l le m ergenc i es c o n s i s t e ntw i th A N T HC o p e r a t i o n s . P r o v i d ese m ergen c y r e s p o n s e c o o r d i n at i on b y o bt a i n i ng a l l p ert i n e nt i n f o r m at i on a n de s ta b li s h i n gpri o ri t y to c o m p l etee m ergen c yp r o c e ss .

Other Information

Performs other duties as assigned or required.

KNOWLEDGE And SKILLS

• Knowledge of multi-line phone systems.
• Knowledge of safety, infection and quality control standards.
• Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture(s) and politics.
• Knowledge of measurement, data gathering, reporting, and analysis.
• Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966.
• Knowledge of state, federal, and tribal health care programs.
• Knowledge of state, federal and public/private insurance, including Medicaid/Medicare.
• Knowledge of customer service concepts and practice.
• Knowledge of basic medical terminology and clinic systems.
• Skill in using a variety of computer applications.
• Skill in assessing and prioritizing multiple tasks and demands.
• Skill in oral and written communication, including communicating technical information.
• Skill in coordinating with many departments and individuals for completion of a single task.
• Skill in establishing and maintaining cooperative working relationships with others.
• Skill in working independently or as a team member, and responding to different priorities
• Skill in interacting with difficult situations in a professional manner.

MINIMUM EDUCATION QUALIFICATION

High school diploma or GED equivalent.

Minimum Experience Qualification

Non-supervisory – Two (2) years of Customer Service experience. An equivalent combination of relevant education and/or training may be substituted for experience.

Additional Requirements

Will work weekend shifts and holidays.