Manager of Guest Experience - PL Patient Lodging

About the role

The Manager of Guest Experience oversees activities that support safe, respectful, and coordinated experiences for patients and escorts using ANTHC travel and lodging services. This role builds and manages systems to collect and respond to feedback; coordinates culturally relevant activities across all lodging sites; and partners with operational leaders to resolve service issues and improve processes.

Responsibilities

• Develops and manages a patient-experience program for travel and lodging, including complaint intake, triage, documentation, follow-up, and close-out.
• Ensures timely, accurate, and trauma-informed responses.
• Implements and maintains standardized tools for collecting feedback (phone, in-person, paper, text, and electronic surveys) across all Patient Lodging locations.
• Reviews trends in complaints, compliments, incident reports, and survey data; prepares regular summary reports and dashboards for division leadership and organizational committees.
• Works with TMO, Lodging, designing and monitoring corrective action plans that address recurring issues with access, safety, communication, and respect.
• Captures and maintains confidential records related to patient feedback, in accordance with HIPAA, ANTHC policy, and regulatory requirements.
• Coordinates Alaska Native-centered cultural and wellness activities in Patient Lodging and external hotels, including but not limited to craft circles, language or storytelling events, and community resource fairs.
• Partners with Cultural and Traditional Healing programs, Behavioral Health, and other stakeholders to ensure activities and communications are culturally safe and aligned with ANTHC policies.
• Oversees development and maintenance of procedures, scripts, and training materials for front-line staff on service recovery, de-escalation, and trauma-informed communication.
• Supervises assigned staff, including activity coordinators and experience specialists.
• Establishes work plans, evaluates performance, provides coaching, and supports professional development.
• Collaborates with IT, Quality, and Data/Analytics to ensure accurate data capture for patient-experience metrics related to travel and lodging, and to integrate this information into enterprise dashboards.
• Affords assistance in preparing and monitoring program budgets related to patient-experience activities, including supplies, contracts, and events.
• Maintains confidentiality of records and files related to patient feedback, in accordance with HIPAA, ANTHC policy, and regulatory requirements.
• Performs other duties as assigned.

Qualifications

• Minimum Education Qualification: Bachelor’s degree in hospitality management, business administration, health administration, or a related field; a combination of education and progressively responsible lodging or healthcare experience may substitute for the degree.
• Minimum Experience Qualification: Three (3) years of experience in healthcare, hospitality, public health, or related program management, including experience working directly with clients, patients, or community members. Two (2) years of supervisory or lead experience preferred.
• Preferred Education Qualification: None
• Preferred Experience Qualification: Experience working with Alaska Native people or in rural/Tribal health settings preferred.
• Additional Requirements: May be required to work outside the traditional work schedule. May be called out to work off-shift in emergency situations. According to the needs of the organization, some incumbents in this job class may be required to obtain specific credentials.