Lodging Representative I, II, III, IV

Alaska Native Tribal Health Consortium•Anchorage, AK

About The Position

Under close management supervision, supports guests at ANTHC Lodging facilities and serves as their primary point of contact. Responsibilities include assisting with check-in, confirming lodging arrangements, answering lodging questions, locating Medicaid lodging accommodations, auditing patient medical records for reservation discrepancies, and helping guests navigate the ANTHC campus. The position has four levels, with responsibilities increasing from front-desk and guest support to reservation management, medical-record review, training, shift leadership, and process improvement. All levels operate the front desk, confirm guest arrangements, determine lodging eligibility, coordinate lodging for patients and escorts referred to ANMC, assist guests with questions and concerns, coordinate with healthcare organizations and campus partners, issue meal cards, support safety procedures, and maintain knowledge of current policies and training. Level II adds reservation assignment, room inventory and status management, check-out, urgent requests, room inspections, airport liaison duties, and night audit and reporting. Level III adds property-management-system troubleshooting, review of medical records and appointment information to assess lodging needs, staff training, reporting, Elder check-in assistance, and airport liaison duties. Level IV serves as the primary on-shift lead, supports front-desk representatives, coordinates breaks and coverage, mentors team members, operates ANTHC stations independently, and partners with leadership on metrics and process improvement. The Alaska Native Tribal Health Consortium is a nonprofit Tribal health organization serving Alaska Native and American Indian people in Alaska. It provides medical services, wellness programs, research and prevention, rural provider training, and rural water and sanitation systems construction. ANTHC describes itself as the largest and most comprehensive Tribal health organization in the United States and Alaska’s second-largest health employer, with more than 3,100 employees. ANTHC has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to the P.L. 93-638 Indian Self Determination Act.

Requirements

High school diploma or GED equivalent.
Level I: One year of customer-facing experience, or an equivalent combination of relevant education and/or training.
Level II: Two years of direct hotel front-agent experience or customer-facing experience, or six months with proven proficiency as an ANTHC Lodging Agent; equivalent relevant education and/or training may be substituted year for year.
Level III: Two years of hotel service-agent experience, four years of customer-facing experience, or two years working as an ANTHC Lodging Representative; equivalent relevant education and/or training may be substituted for experience.
Level IV: Four years of hotel service-agent experience or four years of customer-facing experience and six months working as an ANTHC Lodging Representative III, or three years working as an ANTHC Lodging Representative; equivalent relevant education and/or training may be substituted for experience.
Knowledge of the Alaska Tribal Health System, ANTHC, and Alaska Native culture; customer service; the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1996; state, federal, and public/private insurance including Medicare and Medicaid; lodging Medicaid processes; safety, infection, and quality-control standards; basic medical terminology and clinic systems; measurement, data gathering, reporting, and analysis; and Microsoft programs.
Oral and written communication skills; ability to manage multiple priorities and tasks concurrently while meeting deadlines; ability to operate office equipment such as copiers, multi-line telephone systems, and fax machines; and ability to work independently and as a team member.
Conflict-de-escalation skills and ability to learn and operate multiple internal equipment and systems.
Level II: Moderate skill using a personal computer with a variety of applications, and ability to explain and instruct effectively.
Level III/IV: Knowledge of ANMC Lodging operations at all locations and of Reservationist, Maestro, Elder Concierge, Offsite Lodging Representative, Night Audit, taxi services, and request processing; training and collaboration skills.
All levels are required to work weekend shifts and holidays.
Level III/IV are required to take on-call responsibility on a rotating schedule and work evenings, weekends, and holidays.

Nice To Haves

Hotel service-agent experience.
Hospital check-in experience.
Night Audit experience.

Responsibilities

Operate the front desk according to Patient Lodging policies and procedures, providing attentive, courteous, and efficient guest service.
Confirm lodging arrangements before guest arrival and assist with check-in, lodging questions, directions, and campus navigation.
Determine lodging eligibility, including beneficiary, referral, background-check, and residency status.
Identify guests needing additional assistance and coordinate lodging for patients and escorts referred to ANMC.
Perform background checks to determine housing eligibility.
Determine daily Medicaid hotel availability and help guests find accommodations when on-campus lodging is unavailable.
Communicate guest concerns or complaints to a manager or senior staff as needed and use active listening and conflict-de-escalation skills.
Coordinate with ANMC case managers, clinics, inpatient units, Tribal Healthcare Organizations, and regional healthcare organizations on appointments, travel, lodging, transportation, and related logistics.
Issue meal cards with accurate per diem allocations, activation and expiration dates, and no duplication.
Serve as the primary contact for housekeeping or maintenance assistance when guests report problems.
Work with Food and Nutritional Services, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction.
Coordinate daily activities with fellow Representatives and follow safety, training, fire, and life-safety procedures.
At Level II, make and assign reservations, manage room inventory and status, ensure timely guest check-out, and process discharge and urgent requests in SharePoint.
At Level II, maintain Lodging key security, conduct random weekly room inspections, perform Airport Liaison duties, and complete night audit and management reporting tasks.
At Level III, train and troubleshoot the Property Management System and navigate and document in ANMC software applications, including SharePoint, AFHCAN, and Cerner.
At Level III, compare length of stay in Maestro with appointments documented in the EHR; review medical charts for medical necessity; and coordinate with clinics and inpatient units about travel and stay extensions or reductions.
At Level III, prioritize communication with clinic staff, review expected departures and room moves 24 hours in advance, provide concise daily reports, and greet and assist Elders with check-in.
At Level III, train team members in lodging processes and reservationist, Elder Concierge, and Night Audit roles, and support process improvement and development.
At Level III, work at the ANTHC airport kiosk during flight arrivals and assist patients with airport processes, luggage, shuttle services, and check-in at assigned hotels.
At Level IV, act as the primary on-shift lead and first level of support for front-desk representatives; coordinate breaks and lunches to maintain coverage.
At Level IV, mentor team members, help ensure processes are followed, operate ANTHC stations independently, and partner with leadership on lodging metrics and process improvement.
Perform other duties as assigned.

Benefits

Medical insurance through the Federal Employee Health Benefits Program, with more than 20 plans and tiers.
Cost-share dental and vision insurance.
Discounted pet insurance.
403(b) retirement contributions with pre-tax or Roth options.
401(a) ANTHC Retirement Plan matching contributions of up to 5% of eligible pay after one year of employment, based on employee contributions, and possible annual discretionary employer contributions of up to 3%.
Paid time off beginning immediately, accruing up to six hours per pay period, with accruals increasing based on years of service.
Eleven paid holidays.
Paid parental leave or miscarriage/stillbirth leave eligibility after six months of employment.
Basic short- and long-term disability premiums, AD&D insurance, and basic life insurance covered 100% by ANTHC; optional short-term disability buy-up and voluntary life coverage are available.
Healthcare and dependent-care flexible spending accounts.
Ancillary cash benefits for accident, hospital indemnity, and critical illness.
On-site child-care facility with classrooms for early childhood development and preschool.
Employee Assistance Program with grief support, financial counseling, mental and emotional health support, 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.
Discounts for travel, gym memberships, amusement parks, and more.