Lodging Representative II - 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.
• 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.
• Ability to explain and instruct effectively.
• Ability to manage multiple priorities and tasks concurrently while meeting deadlines.
• Ability to operate office equipment, including copiers, multiple-line telephone systems, and fax machines.
• Ability to work independently and as a team member while accomplishing all assigned tasks.
• Ability to learn and operate multiple internal equipment and systems.

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.