What are the responsibilities and job description for the Housing Central Reservation Agent II position at Alaska Native Tribal Health Consortium (ANTHC)?
The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction.
ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state.
Our vision: Alaska Native people are the healthiest people in the world.
ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes:
Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.
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.
Other Information
Performs other duties as assigned or required.
KNOWLEDGE And SKILLS
Associates Degree in Hospitality and/or Hotel Management or progressively responsible customer service, hospitality services, or related work may be substituted on a year-by-year basis for the college education.
Minimum Experience Qualification
Non-supervisory – Three (3) years of customer facing experience OR hotel front desk services AND one year working for Housing Central Reservation Agent I/ANMC Patient Housing as a Front Desk Agent I. An equivalent combination of relevant education and/or training may be substituted for experience.
Preferred Experience Qualification
Will work weekend shifts and holidays.
ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state.
Our vision: Alaska Native people are the healthiest people in the world.
ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes:
- Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers.
- Cost-Share Dental and Vision Insurances
- Discounted Pet Insurance
- Retirement Contributions with Pre-Tax or Roth options into a 403(b).
- 401(a) ANTHC Retirement Plan: After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer.
- Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service.
- Eleven Paid Holidays
- Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment
- Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members.
- Flexible Spending Accounts for Healthcare and Dependent Care.
- Ancillary Cash Benefits for accident, hospital indemnity, and critical illness.
- On-Site Child Care Facility with expert-designed classrooms for early child development and preschool.
- Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice.
- Tuition Discounts for you and your eligible dependents at Alaska Pacific University.
- On-Site Training Courses and Professional Development Opportunities.
- License and certification reimbursements and occupational insurance for medical staff.
- Gym Access to Alaska Pacific University includes a salt water pool, rock climbing, workout gym, and steep discounts for outdoor equipment rentals.
- Emergency Travel Assistance
- Education Assistance or Education leave eligibility
- Discount program for travel, gym memberships, amusement parks, and more.
Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.
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.
Other Information
Performs other duties as assigned or required.
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.
Associates Degree in Hospitality and/or Hotel Management or progressively responsible customer service, hospitality services, or related work may be substituted on a year-by-year basis for the college education.
Minimum Experience Qualification
Non-supervisory – Three (3) years of customer facing experience OR hotel front desk services AND one year working for Housing Central Reservation Agent I/ANMC Patient Housing as a Front Desk Agent I. 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.
Will work weekend shifts and holidays.
