Directions to Apply: Select the apply link > on the grey search bar under "Category:" select "Hospitality and Travel"  > click "Search Jobs"  > click "Care Coordination Agent I"

If you cannot find the positng feel free to email us at QCCCManagement@anthc.org 

JOB SUMMARY:  Under normal supervision, assists customer-owners with appointments information, travel, lodging and information about their care at the Alaska Native Medical Center.

REPRESENTATIVE DUTIES
All
Communicates with ANMC providers, case managers and regional healthcare organizations to ensure patient appointments, travel arrangements, lodging, transportation, and other logistical matters are completed.

Handles routine referrals in conjunction with ANMC medical providers; schedules diagnostic studies, clinic appointments. Ensures travel and lodging arrangements for patients for their referred medical care into Anchorage.

Communicates with other departments at ANMC to coordinate as needed. Utilizes a tracking system for clients to maintain an appropriate database of clients requiring follow-up and assures appropriate follow- up of customer-owners.

Oversees and coordinates all travel arrangements for patients and/or their escorts who are referred to ANMC or outside the State of Alaska for medical care.  Reviews all requests against the ANMC Policies and procedures to verify eligibility for travel services. Maintains database of travel services for budgetary and credit card reconciliation on a monthly basis.

Oversees and coordinates all travel arrangements for patients and their escorts (if applicable) referred outside the State of Alaska for medical services. 

May also be required to arrange special travel requirements (oxygen, stretcher, etc.); this involves working closely with the case manager, the service unit and the air carrier to make sure the needs of the patient are being met.

Refers all patients to Family Health Resources for alternate health resource screening.  

Works with ANMC Clinic Case Managers to arrange housing for patients traveling to Anchorage for appointments.  Screens requests for alternate resources and make the necessary referrals. 

Performs simple back ground checks to make sure the customer meets Quyana House eligibility requirements. Greets, registers, and assigns rooms to guests of the Quyana House.  Keeps records of room availability and guests' accounts, manually or using computers.

Performs simple bookkeeping activities, such as balancing accounts. Issues room keys and meal cards.  Reviews policies and procedures with guests during the check in process.  Contacts housekeeping or maintenance staff when guests report problems. 

Answers inquiries pertaining to Quyana House services, ANMC Clinics, and shopping, dining, entertainment, and travel directions.  Communicates guest comments or complaints, referring customers to manager or more senior staff as necessary.  Advises housekeeping staff when rooms have been vacated and are ready for cleaning.

Ensures customer satisfaction; through researching and resolving customer concerns at the lowest level possible.

Coordinates ground transportation for customers.

Assists patients with finding local lodging and ground transportation, if they do not meet eligibility for lodging services through ANMC.

For Medicaid eligible patients and/or escorts, serves as the liaison between the Alaska Native Medical Center and the State of Alaska Medicaid representative to obtain prior authorization for travel and lodging.  Gathers all information requested by the Alaska State Medicaid Representative, by utilizing various computer systems and by communicating with ANMC RN Case Managers.  Provides continuous communication to all parties involved so that all requests can be handled in a timely manner. 

Informs customers about services available and assesses customer needs. Focuses on providing excellent customer service in all aspects of contact with providers, recipients and clients. 

Assists the patient/escort with their lodging needs by contacting local hotels and/or their travel arrangements through the State Travel Office (STO).  May also be required to arrange special travel requirements (oxygen, stretcher, etc.) this involves working closely with the case manager and the STO.

Makes follow-up calls as needed.

Performs a variety of emergency coordination, dispatch, public information and clerical duties in support of the Alaska Native Health Campus.

Answers phone calls (externally & internally) and routes callers to appropriate destinations, assisting callers in determining correct call destination.

Monitors life-safety and security alarms and coordinates and dispatches emergency responses. Determines nature of alarm, dispatches appropriate staff and security using variety of communication systems.  Facilitates daily patient medical air evacuation coordination.

Coordinates physician referral and on-call services. Coordinates ground transportation for medical emergency cases by gathering correct information and coordinating between air carrier and Fire Department. Contacts the municipal police and fire authorities when necessary.

Provides customer services to patients, visitors, and others contacting Campus organization, answering questions about Campus organizations, services available and including clinic hours and locations.

Maintains physician referral and on-call schedules with phone and beeper numbers of all critical staff. Tracks and updates phone and pager listings. Pages on call doctors for consult calls and staff in need of assistance.

Maintains constant awareness and preparedness for all emergencies consistent with ANTHC operations. Provides emergency response coordination by obtaining all pertinent information and establishing priority to complete emergency process.

Senior Care Coordination Agent
Ability to train individuals in Quyana Care Coordination processes and work within a leadership group.

Performs other duties as assigned or required.

Required Skills

KNOWLEDGE and SKILLS 
 

• Knowledge of multi-line phone systems.
• Knowledge of safety, infection and quality control standards.
• Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture(s) and politics.
• Knowledge of measurement, data gathering, reporting, and analysis.
• Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966.
• Knowledge of state, federal, and tribal health care programs.
• Knowledge of state, federal and public/private insurance, including Medicaid/Medicare.
• Knowledge of customer service concepts and practice
• Knowledge of basic medical terminology and clinic systems
• Skill in using a variety of computer applications.
• Skill in assessing and prioritizing multiple tasks and demands.
• Skill in oral and written communication, including communicating technical information.
• Skill in coordinating with many departments and individuals for completion of a single task.
• Skill in establishing and maintaining cooperative working relationships with others.
• Skill in working independently or as a team member, and responding to different priorities
• Skill in interacting with difficult situations in a professional manner.

Senior Care Coordination Agent
Knowledge of Tribal Health Organizations and service units. 
Proficient working knowledge of ANMC Operator Switchboard.
Proficient working knowledge of Alaska Medicaid Rules and Regulations
Proficient working knowledge of ANMC Prior Authorization Process.

Required Experience

MINIMUM EDUCATION QUALIFICATION
Assistant Level
High school diploma or GED equivalent.

Intermediate & Senior Level
Associates Degree in business or related field. Progressively responsible customer service, travel experience, or related work may be substituted on a year-by-year basis for the college education.

MINIMUM EXPERIENCE QUALIFICATION
Assistant Care Coordination Agent
Non-supervisory – Two (2) years of Customer Service experience.  An equivalent combination of relevant education and/or training may be substituted for experience.
Care Coordination Agent
Non-supervisory – Two (2) years of customer service experience or one year working for ANMC Quyana Care Coordination as a Care Coordination Agent I.  An equivalent combination of relevant education and/or training may be substituted for experience.
Senior Care Coordination Agent
Non-supervisory – Three (3) years customer service experience with qualifying operator or 3 years working for ANMC Quyana Care Coordination as a Care Coordination Agent II.

MINIMUM CERTIFICATION QUALIFICATION
N/A

PREFERRED EDUCATION QUALIFICATION
N/A

PREFERRED EXPERIENCE QUALIFICATION  
N/A

PREFERRED CERTIFICATION QUALIFICATION
N/A

ADDITIONAL REQUIREMENTS
Assistant and Care Coordination Agent
Will work weekend shifts and holidays.
Senior Care Coordination Agent
Will need to be able to take call on a rotating schedule.
Will need to be able to work evenings, weekends and holidays.

WORKING CONDITIONS
The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job: 
Must be able to lift approximately 50 pounds.   
ANMC is not a latex free facility; an employee should expect to work in an environment where latex may be present.
May be occasionally exposed to infectious diseases.
May be required to work outside the traditional work schedule. 
This position requires the ability to sit for long periods of time.
Must be able to push patients in wheelchairs.

Job Location

Anchorage, Alaska, United States

Position Type

Full-Time/Regular