Lodging Representative I - Patient Logistics

About the role

The Alaska Native Tribal Health Consortium (ANTHC) is seeking a Lodging Representative to support ANTHC Lodging guests. This position operates the front desk, manages room inventory, and ensures timely check-outs. The representative also audits patient medical records, coordinates lodging arrangements, and communicates with various departments to ensure patient needs are met.

Responsibilities

• 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 to include 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.
• Upholds Lodging commitment to hospitality by providing attentive and courteous assistance to all guests and co-workers.
• PRACTICES ACTIVE LISTENING SKILLS BY DEMONSTRATING EMPATHY TO GUESTS.
• 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 with a manager or senior staff any guest concerns or complaints as necessary.
• Collaborates 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 there is no duplication.
• 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.

Qualifications

• 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 ANTHC.
• Lodging Representative III: Two (2) years of hotel service agent experience OR four (4) years of customer-facing experience OR two (2) years working as an ANTHC Lodging Representative.
• Lodging Representative IV: Four (4) years of hotel service agent experience OR (4) years of customer-facing experience AND six (6) months working as an ANTHC Lodging Representative III OR three (3) years working as an ANTHC Lodging Representative.

Skills

• 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 HIPPA 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.

Benefits

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.
• Licenses and certifications reimbursed 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.