Medical Secretary - Otolaryngology - Mineola

NYU Langone Health • Garden City, NY

4d • Onsite

About The Position

NYU Langone Hospital—Long Island is a 591-bed university-affiliated medical center offering sophisticated diagnostic and therapeutic care across numerous medical and surgical specialties. As a major regional healthcare resource, it is deeply committed to medical education and research, providing a full spectrum of inpatient and outpatient services. NYU Langone Health prioritizes equity and inclusion, aiming to be a place where talented faculty, staff, and students of all identities can thrive by embracing individual skills, ideas, and knowledge.

This role involves performing administrative and clerical tasks to support daily practice operations. The Medical Secretary is responsible for scheduling patient visits and procedures in collaboration with other Medical Center departments, managing patient phone calls, and maintaining efficient provider schedules.

Requirements

• High School diploma.
• One year of prior physician practice experience.
• Knowledge of medical terminology.
• Written and oral communication skills.
• Excellent organizational skills.
• Ability to prioritize multiple tasks, projects, and assignments.
• Exceptional attention to detail and accuracy.
• Proficiency in Microsoft Office.
• Proficiency in EHR (EPIC preferred).
• Light, accurate keyboarding skills.
• Ability to complete multiple tasks efficiently.
• Ability to thrive in a team work environment that pursues a positive patient care experience.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• Intermediate knowledge of computer-based scheduling, appointment programs, or EPIC EHR system strongly preferred.

Responsibilities

• Schedules appointments for visits, treatments, and procedures.
• Reviews appointment confirmation responses and manages waitlists.
• Communicates to patients on upcoming scheduled visits, including instructions, preparation, and forms.
• Obtains authorizations for services as needed.
• Answers calls and takes messages, addressing questions or routing messages to the appropriate contact clearly and in a timely manner.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Supports patient access activities, including greeting patients, collecting information, answering questions, and directing requests for assistance.
• Answers phones and screens incoming calls, providing information, taking messages, or redirecting calls.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• Prioritizes assignments to complete work in a timely manner amidst changing workloads, deadlines, and competing demands.
• Demonstrates effective communication skills using appropriate vocabulary and grammar in person, over the phone, and in writing.
• Participates in training staff in registration and office policies and responsibilities, potentially assisting or training less senior staff.
• Reviews all assigned in-basket messages and patient emails before routing them.
• Provides patients with non-clinical instructions for upcoming appointments/procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines and best practices for importing outside documents.
• Reviews the waitlist periodically to ensure patients are contacted and offered appointments.
• Reschedules patients when physicians are out or schedules need blocking.
• Organizes and distributes mail and faxes.
• Maintains a general knowledge of the practice/physician specialty, including conditions, treatments, and scheduling scripts.
• Manages physician calendars, including creating and sending calendar invites.
• Releases medical records in accordance with HIPAA and FGP ROI procedures, documenting disclosures in Epic and fulfilling requests within a 10-day timeframe.
• Processes incoming and outgoing documents via paper and electronic records, scanning, uploading, and forwarding appropriate information within EPIC.
• Completes forms legibly and accurately, forwarding areas requiring clinical information to LPN, RN, or Licensed Provider, securing appropriate signatures, and forwarding documents/forms to the correct destination.
• Follows up with the physician on any outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction, or refers them to more senior staff, maintaining confidentiality and referring medical diagnosis/treatment questions to RN/provider.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, correspondence, and other documents as needed, reviewing work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in EMR, and tasks RN, LPN, or Provider for evaluation and processing.
• Communicates with pharmacies and patients to clarify prescription questions and/or concerns related to patient demographics, insurance, and status, referring prescription information questions to RN/LPN/Provider.
• Initiates and follows up on pre-authorizations and appeals, arranging peer-to-peer communication when required.
• Manages Patient, Referral, and Authorization work queues.
• Obtains and documents referrals received in EPIC.
• Collaborates with other NYU Langone sites to ensure seamless continuation of care.
• Remains current on best practices, policies, and protocols, including workflow updates and job-related tasks.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies as needed.
• Communicates with patients regarding scheduling instructions, clarifications, status updates, or changes for upcoming appointments/procedures, and status of referrals/authorizations.
• Assists with special projects, reports, and activities, ensuring accuracy and completeness of information and bringing any problems or questions to supervisor attention.
• Serves as a Brand Ambassador for NYU Langone Health Faculty Group Practice by upholding the NYULH Mission, vision, and values and promoting excellence in patient experience.
• Drives consistency in patient and colleague encounters by embodying the core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction.
• Works collaboratively with colleagues and site management to ensure positive experiences and timely resolution for all patient interactions and inquiries.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), escalating to leadership as appropriate.
• Shares ideas for improving patient experience and access with appropriate leadership.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring practice staff are versed in Access Agreement gold standard principles.
• Performs other related duties as needed by providers and supervisor.

Benefits

• Comprehensive benefits and wellness package.
• Robust support system for any stage of life.
• 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