Patient Housing Office Agent I

About the role

The Office Agent position at the Alaska Native Tribal Health Consortium (ANTHC) involves interacting with guests staying at Patient Housing facilities such as Quyana House and SpringHill University Lake. The primary responsibilities include assisting with check-in, confirming lodging arrangements, answering general lodging questions, and navigating Medicaid lodging accommodations.

Responsibilities

• Operate the front desk following ANTHC Patient Housing policies and procedures.
• Provide attentive, courteous, and efficient service to all guests prior to and during their stay.
• Complete confirmation calls prior to guest arrival.
• Uphold the ANTHC Patient Housing commitment to hospitality, maintain a friendly, helpful, and courteous attitude, and encourage guests to complete Guest Satisfaction surveys.
• Determine Medicaid hotel availability daily and assist guests in finding a Medicaid hotel when on-campus availability is not available.
• Answer inquiries pertaining to Housing services, shopping, dining, entertainment, and travel directions.
• Communicate guest comments or complaints, referring customers to manager or more senior staff as necessary.
• Communicate with ANMC case managers and regional healthcare organizations to ensure patient appointments, travel arrangements, lodging, and other logistical matters are completed.
• Oversee and coordinate all lodging arrangements for patients and/or their escorts who are referred to ANMC for medical care.
• Perform simple background checks to make sure the customer meets housing eligibility requirements.
• Issue meal cards with accurate per diem allocations, activation dates, expiration dates, and verify card accuracy.
• Communicate consistently with other Agents, Supervisors, and Managers.
• Work closely with Housekeeping, Food & Beverage, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction.
• Coordinate daily activities with fellow Office Agents.
• Understand and enforce all Fire and Life Safety procedures.
• Remain current with all updates to Policies and Procedures.
• Remain current with all training.
• Maintain accurate room status information and communicate same to Patient Housing partners.
• Maintain security of all Patient Housing keys, returning any keys issued at the end of each shift.
• Assist with the development and implementation of Front Desk departmental metrics.
• Operate all aspects of the Patient Housing Front Desk computer system with accuracy.
• Understand and use all available Front Desk computer system reports.

Requirements

Level II and Level III positions require train and trouble shoot Property Management System used at Patient Housing. Level III and Level IV positions require train staff on the Patient Housing processes for Reservationist, Elder Concierge, Housing Central Reservation Agent and Night Audit.

Qualifications

• 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 Patient Housing Medicaid Processes.
• Knowledge of multi-line phone systems.
• 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 operate a personal computer utilizing a variety of applications.
• Ability to operate office equipment, including copiers and fax machines.
• Ability to operate multiple line telephone systems.
• Ability to learn and operate multiple computer systems.
• Ability to work independently or as a team member.
• Ability to deal with distressed customers.
• Ability to perform random room inspections weekly to assist with quality assurance.

Skills

• Oral and written communication skills.
• Managing multiple priorities and tasks concurrently and meeting deadlines.
• Establishing and maintaining cooperative working relationships with others.
• Operating a personal computer utilizing a variety of applications.
• Operating office equipment, including copiers and fax machines.
• Operating multiple line telephone systems.
• Working independently or as a team member, and responding to different priorities.
• Using a variety of computer applications.