If you cannot find the posting feel free to email us at pthousingmgmt@anthc.org 

 

Summary:

Under normal supervision, the Housing Central Reservation Agent will be the primary contact for guest’s confirmation of lodging arrangements, general lodging questions and assistance in locating Medicaid lodging accommodations.

 

Responsibilities:

Oversees and coordinates all lodging arrangements for patients and/or their escorts who are referred to ANMC for medical care. Reviews all requests against the ANMC Patient Housing Policies and procedures to verify eligibility for lodging services. Must be able to multitask on the phone, computer programs and emails.

Performs simple back ground checks to make sure the customer meets housing eligibility requirements.

Determine Medicaid Hotel availability daily and assist guests in finding a Medicaid hotel when there is no availability on campus.

Answers inquiries pertaining to Housing services, and shopping, dining, entertainment, and travel directions. Communicates guest comments or complaints, referring customers to manager or more senior staff as necessary.

Ensures customer satisfaction; through researching and resolving customer concerns.

Issues room keys and meal cards. Contacts housekeeping or maintenance staff when guests report problems.

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

Informs guests about services available and assesses customer needs. Focuses on providing excellent customer service in all aspects of contact.

Process all discharge/urgent requests in SharePoint as they are submitted.

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.

Performs other duties as assigned or required.

 

Other information:

KNOWLEDGE and SKILLS

·         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 Alaska Tribal Health System, ANTHC, and Alaska Native culture(s) and politics.

·         Knowledge of customer service concepts and practice.

·         Knowledge of the Privacy Act of 1974 and HIPPA Privacy Rule Act of 1966.

·         Knowledge of Patient Housing Medicaid Processes.

·         Skill in using a variety of computer applications.

·         Skill in oral and written communication.

·         Skill in managing multiple priorities and tasks concurrently and meeting deadlines.

·         Skill in establishing and maintaining cooperative working relationships with others.

·         Skill in operating a personal computer utilizing a variety of applications.

·         Skill in operating office equipment, including copiers and fax machines.

·         Skill in operating multiple line telephone systems.

·         Skill in working independently or as a team member, and responding to different priorities.

·         Skill in working with distressed customers.

·         Skill in coordinating with many departments and individuals for completion of a single task.

·         Skill in interacting with difficult situations in a professional manner.

MINIMUM EDUCATION QUALIFICATION

High school diploma or GED equivalent.

MINIMUM EXPERIENCE QUALIFICATION

Non-supervisory – Two (2) years of Customer Service experience. An equivalent combination of relevant education and/or training may be substituted for experience.

PREFERRED EXPERIENCE QUALIFICATION

·         Four (4) years of front desk/hotel experience or 1 year of front desk/hotel supervisory experience.

·         Night Audit experience. 

ADDITIONAL REQUIREMENTS

Will work weekend shifts and holidays.