Patient Office Agent

The Alaska Native Tribal Health Consortium (ANTHC) is a nonprofit tribal health organization that serves Alaska Native and American Indian people in Alaska.

Under close supervision, the Office Agent serves as the primary contact for guests staying at Patient Housing, Quyana House, and Spring Hill University Lake. The role requires assisting with check‑in, confirming lodging arrangements, answering general lodging questions, locating Medicaid lodging accommodations, and navigating the ANTHC campus. The Office Agent evaluates patient medical records, works with clinical departments, and collaborates with Patient Housing Management to ensure efficient housing services.

• Operate the front desk following ANTHC Patient Housing policies and procedures.
• Provide attentive, courteous, and efficient service to all guests before, during, and after their stay.
• Complete confirmation calls prior to guest arrival.
• Determine daily Medicaid hotel availability and assist guests in finding Medicaid hotels when campus availability is insufficient.
• Answer inquiries related to housing services, dining, entertainment, and travel directions.
• Communicate guest comments or complaints, referring them to managers or senior staff as necessary.
• Coordinate with ANMC case managers and regional healthcare organizations to ensure patient appointments, travel arrangements, lodging, transportation, and other logistical matters are finalized.
• Oversee and coordinate all lodging arrangements for patients and escorts referred by ANMC for medical care.
• Perform simple background checks to verify housing eligibility.
• Issue meal cards with accurate per diem allocations, activation and expiration dates, and verify correct meal plans.
• Maintain communication with other agents, supervisors, and managers to improve guest service and satisfaction.
• Work closely with Housekeeping, Food & Beverage, Security, Ronald McDonald House, and other partners.
• Enforce all fire and life safety procedures and remain current on policy updates and training.
• Maintain accurate room status information and secure patient housing keys, returning them at shift end.
• Assist in developing and implementing front desk departmental metrics.
• Operate the Patient Housing front desk computer system with accuracy and utilize available reports.
• Specific duties for Reservationist, Elder Concierge, and Night Auditor roles as described in the job posting.

• Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture.
• Customer service concepts and practices.
• Privacy Act of 1974 and HIPAA Privacy Rule Act of 1996.
• State, federal, and private insurance including Medicare/Medicaid.
• Patient Housing Medicaid processes.
• Multi‑line phone systems.
• Safety, infection, and quality control standards.
• Basic medical terminology and clinic systems.
• Measurement, data gathering, reporting, and analysis.
• Microsoft programs and other computer applications.
• Oral and written communication.
• Managing multiple priorities and meeting deadlines.
• Cooperative working relationships and team collaboration.
• Operating a personal computer with various applications.
• Operating office equipment and multi‑line telephone systems.
• Handling distressed customers.

• Education:
  
  Level I requires a high school diploma or GED;
  Levels II–IV require an Associate’s Degree in Hospitality and/or Hotel Management, or equivalent experience and education substituted on a year‑by‑year basis.
• Experience:
  
  Level I – One year of hotel experience and one year of customer service experience (or equivalent combination of education/training). Level II – Two years of hotel experience and two years of customer service experience, or one year as a Patient Housing Office Agent I. Level III – Two years of hotel experience and three years of customer service experience, or two years as a Patient Housing Office Agent II.
  
  Level IV – Four years of hotel hospitality experience and three years of customer service experience, or three years as a Patient Housing Office Agent III.
• Preferred Experience:
  
  Four years of front desk/hotel experience or one year of front desk/hotel supervisory experience, and/or Hospital check‑in experience;
  Night Auditor experience.
• Additional Requirements:
  
  Work weekend shifts and holidays;
  Levels III–IV may be required to take on‑call on a rotating schedule and work evenings, weekends, and holidays.

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.