Under close supervision, the Front Office Agent will be the primary contact for guests staying at Patient Housing during their stay and will assist with check-in as well as navigating the ANTHC campus. The following duties are intended to provide a representative summary of the major duties and responsibilities and ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties. REPRESENTATIVE DUTIES Operate the front desk following the ANTHC Patient Housing policies and procedures. Greet every guest who approaches the Front Desk with a cheerful Hello and Welcome before the guest speaks. Must be able to work independently. Process requests in SharePoint. Completes confirmation calls prior to guest arrival. Upholds the ANTHC Patient Housing commitment to hospitality, be attentive, have a friendly, helpful and courteous attitude to all guests and co-workers. Empathetically listen to and understanding guest concerns. Encourage guests to complete Guest Satisfaction surveys. Maintain a professional appearance and attitude putting guest satisfaction first. Maintain a clean and pressed uniform including nametag and badge. Communicate consistently with other Agents, Supervisors, and Managers. Work closely with Housekeeping, Food & Beverage, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction. Coordinate daily activities with fellow Front Office Agents. Understand and enforce all Fire and Life Safety procedures. Remain current with all updates to Policies and Procedures. Remain current with all training. Maintain accurate room status information and communicate same to Patient Housing partners. Maintain security of all Patient Housing keys, returning any keys issued at the end of each shift. Assist with the development and implementation of Front Office departmental metrics. Operate all aspects of the Patient Housing Front Office computer system with accuracy. Understand and use all available Front Office computer system reports. Issue meal cards with accurate per diem allocations, accurate activation date, expiration date and verifying cards are not duplicated and meal plan is correct. Shuttle Agent: Assist guests in determining housing location before getting off the shuttle. Obtain surveys, assist with luggage, and locate correct Airlines for departures. Reservationist Specific: The Reservationist will be the primary agent making and assigning reservations, closely following the ANTHC Patient Housing policies and procedures. Assigns rooms to all arriving guests. Must be able to multitask on the phone and computer programs. Coordinates with Shuttle Agent, prints registration print in preparation for guest arrival. Determine Medicaid Hotel availability daily and assist guests in finding a Medicaid hotel when there is no availability on campus. Assist in the reconciliation of billing for on campus housing. Process all discharge/urgent requests in SharePoint as they are submitted. Night Auditor Specific: The Night Auditor must be able to work independently. Daily duties include; reconcile bucket, review rate amounts for accurate billing, obtain accurate room counts for Night Audit updates, No Show all reservations of guest that have not arrived, run Night Audit, run multiple reports for Patient Housing Management staff and email out Night Audit template to Stand up group and Patient Housing Management. Will review all Medicaid before being sending to Finance for final processing. Level III Ability to train individuals in Patient Housing processes and work within a leadership group. Performs other duties as assigned or required.

Required Skills

 Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture.  Knowledge of customer service concepts and practice  Knowledge of the Privacy Act of 1974 and HIPPA Privacy Rule Act of 1966.  Knowledge of state, federal and public/private insurance including Medicare/Medicaid  Knowledge of Patient Housing Medicaid Processes  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.  Skill in dealing with distressed customers. Level III  Proficient working knowledge of ANMC Patient Housing and Quyana House operations, Maestro, Reservationist, Night Audit processing taxi services and request processing  Knowledge of Alaska Medicaid Rules and Regulations.

Required Experience

MINIMUM EDUCATION QUALIFICATION Level I PATIENT HOUSING FRONT OFFICE AGENT JOB LEVELS Page 3 of 4 High school diploma or GED equivalent. Level II & III 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 Level I Non-supervisory – Two (2) years of Customer Service experience. An equivalent combination of relevant education and/or training may be substituted for experience. Level II Non-supervisory – Two (2) years of customer facing experience OR hotel front desk services AND one year working for ANMC Patient Housing as a Front Desk Agent I. An equivalent combination of relevant education and/or training may be substituted for experience. Level III Non-supervisory – Three (3) years customer service experience with qualifying hotel hospitality experience or 3 years working for ANMC Patient Housing as a Front Desk Agent II. MINIMUM CERTIFICATION QUALIFICATION N/A PREFERRED EDUCATION QUALIFICATION N/A PREFERRED EXPERIENCE QUALIFICATION  Four (4) years of front desk/hotel experience or 1 year of front desk/hotel supervisory experience.  Night Audit experience PREFERRED CERTIFICATION QUALIFICATION N/A ADDITIONAL REQUIREMENTS All • Will work weekend shifts and holidays. Level III • Will need to be able to take on 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 required to work outside the traditional work schedule.  May be called out to work off-shift in emergency situations. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

 Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture.  Knowledge of customer service concepts and practice  Knowledge of the Privacy Act of 1974 and HIPPA Privacy Rule Act of 1966.  Knowledge of state, federal and public/private insurance including Medicare/Medicaid  Knowledge of Patient Housing Medicaid Processes  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.  Skill in dealing with distressed customers. Level III  Proficient working knowledge of ANMC Patient Housing and Quyana House operations, Maestro, Reservationist, Night Audit processing taxi services and request processing  Knowledge of Alaska Medicaid Rules and Regulations.