Lodging Representative I

About the Organization

The Alaska Native Tribal Health Consortium (ANTHC) is a non-profit Tribal health organization dedicated to meeting 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 served and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, including 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 over 3,100 employees offering health services across the state. Our vision is for Alaska Native people to be the healthiest people in the world.

Benefits

• 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 eligible pay, based on employee contributions. 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 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 covered 100% by ANTHC. Additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for employees and 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 employees and eligible dependents at Alaska Pacific University.
• On-Site Training Courses and Professional Development Opportunities.
• License and certification reimbursements and occupational insurance for medical staff.
• Emergency Travel Assistance.
• Education Assistance or Education leave eligibility.
• Discount program for travel, gym memberships, amusement parks, and more.

About the Role

Under close management supervision, the Lodging Representative supports ANTHC Lodging guests as the primary contact. Responsibilities include assisting with check-in, confirming lodging arrangements, answering general lodging questions, and locating Medicaid lodging accommodations. The role also involves auditing patient medical records to mitigate discrepancies with existing reservations and helping guests navigate the ANTHC campus.

Responsibilities

All Lodging Representatives

• Operates the front desk following Patient Lodging policies and procedures.
• Completes confirmation calls before guest arrival and provides attentive, courteous, and efficient service to all guests before and during their stay.
• Determines lodging eligibility, including beneficiary status, referral status, background check, and residency status.
• Identifies patients who require additional assistance and support.
• Oversees and coordinates lodging arrangements for patients and/or their escorts referred to ANMC for medical care.
• Performs background checks to ensure housing eligibility.
• Provides attentive and courteous assistance to all guests and co-workers, practicing active listening and demonstrating empathy.
• Determines Medicaid hotel availability daily and assists guests in finding accommodations when there is no availability on campus.
• Answers inquiries about lodging services, shopping, dining, entertainment, and travel directions.
• Communicates guest concerns or complaints to a manager or senior staff as necessary.
• Coordinates with Tribal Healthcare Organizations by communicating with ANMC case managers and regional healthcare organizations to ensure patient appointments, travel arrangements, lodging, transportation, and other logistical matters are completed.
• Issues meal cards with accurate per diem allocations, activation, and expiration dates, and verifies no duplication.
• Serves as the primary contact for housekeeping assistance or maintenance staff when guests report problems.
• Works closely with Food and Nutritional Services, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction.
• Coordinates daily activities with fellow Representatives.
• Ensures Safety and Training understanding and enforces all Fire and Life Safety procedures.
• Stays current with all updates to Policies, Procedures, and training.
• Performs other duties as assigned.

Lodging Representative II

• Primary agent for making and assigning reservations following the department’s policies and procedures.
• Manages room inventory using a queuing system, property management system, and Excel spreadsheets.
• Ensures timely check-out of guests.
• Processes all discharge/urgent requests in SharePoint as they are submitted.
• Ensures customer satisfaction by researching and promptly resolving concerns.
• Maintains accurate room status information and communicates with appropriate departments.
• Maintains security of all Lodging keys, returning them at the end of each shift.
• Conducts random weekly room inspections to ensure quality assurance.
• Performs the duties of an Airport Liaison, facilitating seamless travel arrangements and ensuring a smooth check-in process at the assigned hotel for arriving patients.
• Night Audit and Reporting: Reconciles bucket, reviews rate amounts for accurate billing, obtains accurate room counts for Night Audit updates, handles Show reservations, runs Night Audit, and generates reports for Management.

Lodging Representative III

• Trains and troubleshoots the Property Management System.
• Navigates and documents within all ANMC software applications, including SharePoint, AFHCAN, and Cerner.
• Displays knowledge and advocates for the Department’s Lodging Rules and Regulations.
• Compares the length of stay through Maestro with EHR-documented appointments.
• Reviews the medical chart to determine medical necessity (diagnosis, surgery status, scheduled or self-scheduled appointments).
• Determines if lodging requests were made appropriately and coordinates with clinics and inpatient units to adjust stays as needed.
• Prioritizes communication with clinic staff regarding scheduled appointments to facilitate patient lodging.
• Reviews expected departures and room moves 24 hours in advance to ensure reservation accuracy and improve guest satisfaction.
• Provides management with daily and concise reports to ensure accurate transaction tracking.
• Primary team member to greet and assist Elders with the check-in process.
• Trains team members on Lodging processes and various Reservationist roles, Elder Concierge, and Night Audit.
• Ensures team members follow department processes and works within a leadership group for process improvement and development.
• Performs the duties of an Airport Liaison, assisting arriving patients at the ANTHC airport kiosk with luggage handling, shuttle services, and initiating the check-in process.

Lodging Representative IV

• Primary lead when on shift and first level of support and communication for front desk representatives.
• Coordinates breaks and lunches to ensure sufficient coverage.
• Mentors team members in various roles and assists the team in following processes.
• Partners with Leadership on process improvement and development.
• Operates the ANTHC station at all locations independently, following the department’s policies and procedures.
• Supports the development of lodging metrics and partners with Leadership in process or improvement implementation.

Requirements

Knowledge, Skills, and Abilities (All Levels)

• Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture.
• Knowledge of customer service concepts and practice.
• Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1996.
• Knowledge of state, federal, and public/private insurance, including Medicare/Medicaid.
• Knowledge of Lodging Medicaid Processes.
• Knowledge of safety, infection, and quality control standards.
• Knowledge of basic medical terminology and clinic systems.
• Knowledge of measurement, data gathering, reporting, and analysis.
• Knowledge of Microsoft programs.
• Skill in oral and written communication.
• Skill in managing multiple priorities and tasks concurrently while meeting deadlines.
• Skill in operating office equipment, including copiers, multiple-line telephone systems, and fax machines.
• Skill in working independently and as a team member while accomplishing all assigned tasks.
• Skill in conflict de-escalation.
• Skill in learning and operating multiple internal equipment and systems.

Lodging Representative II

• Moderate skill in operating a personal computer utilizing a variety of applications.
• Ability to explain and instruct effectively.

Lodging Representative III/IV

• Knowledge of ANMC Lodging operations at all locations.
• Knowledge of Reservationist, Maestro, Elder Concierge, Offsite Lodging Representative, Night Audit, taxi services, and request processing.
• Skill in training and collaboration with leadership.

Qualifications

Minimum Education Qualification

• All: High school diploma or equivalent.
• Lodging Representative III/IV: Associate’s degree in hospitality OR a combination of related experience and education may be substituted on a year-by-year basis.

Minimum Experience Qualification

• Lodging Representative I: One (1) year of customer-facing experience or an equivalent combination of relevant education and/or training.
• Lodging Representative II: Two (2) years of direct Hotel Front Agent experience OR Customer-facing role. OR six (6) months with proven proficiency as a Lodging Agent at