Epic Practice Support Assistant

NYU Langone Health • New York, NY

2d • Hybrid

About The Position

NYU Grossman School of Medicine, a top-ranked medical school and an integral part of NYU Langone Health, is seeking an Epic Practice Support Assistant. This role supports faculty group practices by registering and scheduling patients in the EPIC system, organizing schedules, triaging patient reports, answering phones, documenting insurance information, and facilitating administrative needs. The position also assists with Epic implementations at new sites, including appointment migration and at-the-elbow support, and may contribute to projects promoting best practices and NYU Langone policies. The ideal candidate will embody empathy, rapport, courtesy, and professionalism, serving as a brand ambassador for NYU Langone Health.

Requirements

• High school or equivalent required.
• Experience and competency with varied computer hardware and software, including practice management systems, word processing, spreadsheet, database, scheduling, communications.
• Knowledge of insurance companies, office visit and procedure policies to complete pre-authorization requirements.
• Ability to compose and edit logical, detailed, comprehensive, and grammatically correct correspondence.
• Ability to effectively communicate with a wide variety of personnel including patients, families, physicians, and staff.
• Knowledge of medical terminology.
• Ability to handle matters of a highly confidential and sensitive nature.
• Ability to recognize and identify problems, recognize implications, and propose alternative solutions.
• Skill in prioritizing assignments to complete work in a timely manner.
• Skill in working independently and in following through on assignments with minimal direction.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• Associates degree preferred.
• AAS or similar degree.

Responsibilities

• Greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collection.
• Monitoring Department Appointment Report (DAR) for checkmate kick-outs, appointment notes, insurance flags, and/or patients who need further assistance.
• Gathering all patient demographic related data and materials from patients and/or their representatives. Obtaining insurance information, verifying insurance eligibility electronically and collecting insurance referral if applicable.
• Promoting the utilization of Check Mate kiosks and assisting patients in using them.
• Scanning all necessary documents into Epic following scanning guidelines and best practices for uploading outside documents.
• Monitoring waiting areas to identify and communicate wait times.
• Performing check-out functions including scheduling follow-up visits, procedures, and referrals, and collecting any time-of-service payments.
• Promoting the use and sign-up of MyChart.
• Answering phone calls and requests in a professional and patient-friendly manner.
• Verifying demographic information on subsequent visits or calls and making necessary edits. Collecting and/or asking patients to sign any missing patient-related information.
• Answering patient questions to ensure understanding and patient satisfaction, referring them to senior staff when necessary.
• Maintaining patient privacy in accordance with HIPAA standards.
• Completing patient front-end work queues to address any pre or post-visit missing information in a timely manner.
• Remaining current on latest best practices, policies, and protocols.
• Demonstrating knowledge of the organization's service standards and incorporating them into performance duties.
• Maintaining cooperative and professional relationships with physicians, nurses, office and clinical staff, and access center representatives.
• Exercising skill in prioritizing duties to complete work in a timely manner when faced with changes in workload, assignments, deadlines, or competitive requirements.
• Demonstrating communication skills using appropriate vocabulary and grammar in person, over the phone, in writing, and in electronically sent messages.
• Assisting new practices in acclimating to the Epic EMR system and NYU Langone policies and procedures while promoting best practice workflows.
• Performing other related duties as assigned.
• Serving as a Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values and promoting excellence in the patient experience.
• Driving consistency in patient and colleague encounters by embodying the core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Working collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries.
• Proactively anticipating patient needs and participating in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalating to leadership as appropriate.
• Sharing ideas or observed areas of opportunity to improve patient experience and patient access with appropriate management.

Benefits

• Financial security benefits
• Generous time-off program
• Employee resource groups for peer support
• Holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED