Medical Secretary (FGP) - Astoria (Queens), Multispecialty

NYU Langone Health • New York, NY

2d • Onsite

About The Position

NYU Grossman School of Medicine is a top-ranked medical school with a 175-year history of training physicians and scientists. As an integral part of NYU Langone Health, the school is dedicated to improving the human condition through education, research, and patient care. NYU Langone Health values equity and inclusion, striving to be a place where diverse individuals can thrive. This position supports daily practice operations by performing administrative and clerical tasks, including scheduling patient visits and procedures, managing patient calls, and maintaining 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.
• Ability to effectively communicate with all levels of the organization.

Nice To Haves

• Intermediate knowledge of computer-based scheduling, appointment programs, or EPIC EHR system.
• 4–5 years of experience in a medical office.
• Proficiency in prior authorizations, including processing, tracking, and following up on authorization requests.

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.
• Handles faxes and mail.
• Prepares standard letters and forms.
• Supports patient access activities, such as greeting patients, collecting information, and answering questions.
• 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.
• Demonstrates effective communication skills in person, over the phone, and in writing.
• Participates in training staff in registration and office policies.
• Reviews assigned in-basket messages and patient emails before routing to the appropriate provider.
• 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 and ensures patients are being called and offered appointments.
• Reschedules patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• 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.
• Follows up with the physician on any outstanding messages related to patient care.
• Answers patient questions to ensure understanding and patient satisfaction, or refers them to more senior level staff.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda letters, labels, routine manuscripts, correspondence, and other documents.
• Receives prescription refill requests, locates requested prescription in EMR, and tasks RN, LPN, or Provider to evaluate, set up and/or process for renewal.
• Communicates with pharmacies and patients to clarify prescription questions and/or concerns.
• Initiates and follows up on pre-authorizations and appeals and arranges peer-to-peer communication when required.
• Responsible for Patient, Referral and Authorization workqueues.
• Obtains and documents referrals received in EPIC.
• Collaborates with other NYU Langone sites to ensure seamless continuation of care.
• Remains current on latest best practices, policies, and protocols.
• Maintains cleanliness of personal and patient space, including waiting areas and restocks supplies.
• Communicates with patients, providing all scheduling instructions, clarification, updates on status or changes and answering related questions for any upcoming appointments/procedures.
• Assists with the completion of special projects, reports, and activities.
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our 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 a positive experience and timely resolution for all patient interactions and inquiries.
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or observed areas of opportunity to improve patient experience and patient 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 that practice staff are fully versed in the Access Agreement gold standard principles.
• Performs other duties as needed.

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