Patient Care Assistant (FGP) - Rego Park

NYU Langone Health•Rego Park, NY

23h•Onsite

About The Position

NYU Grossman School of Medicine is one of the nation's top-ranked medical schools, committed to improving the human condition through medical education, scientific research, and direct patient care. The FGP Patient Care Assistant (PCA) assists with administrative and patient care responsibilities to support efficient practice workflows. This role includes reception, registration, answering phones, escorting patients, and completing clinical tasks within the NYS scope of practice as needed.

Requirements

High school graduate or equivalent, required.
Minimum of one year of experience as a Patient Care Assistant or Medical Assistant within the last two years, required.
Working knowledge of English is evident in verbal, reading and writing abilities.
Demonstrated ability in computer skills.
Ability to complete multiple tasks efficiently and thrive in a teamwork environment which pursues a positive patient care experience.

Nice To Haves

Medical Assistant certification, preferred.
Proficiency in venipuncture and phlebotomy, preferred.
Bilingual, a plus.

Responsibilities

Greets patients and completes check-in and check-out processes as needed
Answers phones and schedules appointments
Addresses questions or routes calls/messages to appropriate contact
Supports efficient patient workflows by escorting patients to exam rooms and preparing rooms for provider visit
Validates patient medical record per FGP guidelines when accessing and/or updating information
Takes vital signs and records in Electronic Medical Record
Assists with the collection of lab specimens
Supports FGP access and quality initiatives
Performs other duties as needed
Completes necessary intake which includes obtaining patient vital signs and other tests within defined scope of practice as needed.
Follows guidelines for validating patient medical record when accessing and updating information, including patient name and date of birth.
Assists with maintaining patient flow to and from exam/treatment rooms.
Assists in escorting patients and specimens throughout the facility.
Ensures exam rooms and treatment areas are cleaned per infection control standards after each patient.
Communicates the functionality and purpose of MyChart to patients during intake
Ensures the appropriate translation services or equipment is in place prior to the start of visit
Preps the appropriate patient encounter ensuring that all relevant information for visit is up-to-date including bloodwork, radiology images, medications, and past medical history.
Reviews and imports any “Prepare for your Visit”, “Outside Information” and patient history prior to provider encounter
Works with clinical team to ensure logbooks related to equipment, specimen collection and other clinical safety measures are followed per FGP standards.
Maintains patient privacy as it relates to HIPPA standards.
Handles appropriate patient calls and documents outcome of all patient communications as needed.
Assists with in-basket message management including any necessary tasks related to patient medical advice requests as per best practices
Utilizes EPIC functionality to review and update patient records as well as maintain communication with peers and supervisors related to patient care
Assists providers with procedure and/or set-up according to specialty
Stocks exam/treatment rooms and/or supply closets with medical supplies, linen and medical equipment as needed.
Effectively communicates as supplies need to be replenished.
Cleans and sterilizes designated equipment after use, according to FGP, IPC, and manufacturer’s standards
Supports FGP Clinical Quality Management by facilitating appropriate documentation and maintenance of clinical supplies and equipment.
Reviews appropriate downtime procedures as it relates to patient visit
Completes annual competencies such as Fire Safety, Hazardous Waste, Medsled, HIPPA compliance, etc.
Responsible for greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collection.
Monitors Department Appointment Report (DAR) for checkmate “kick-outs”, appointment notes, insurance flags, and/or patients who need further assistance.
Gathers all patient demographic related data and materials from patients and/or their representatives.
Obtains insurance information (ID card, member/group #s, etc.), verifies insurance eligibility electronically and collects insurance referral if applicable.
Advises and/or collects patient and financial related documents and policies for patient visits including HIPAA, NOPP, MSPQ, ABN, Non-Participating, etc. including obtaining signatures where appropriate.
Enrolls patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo.
Promotes the utilization of Check Mate kiosks.
Greets and assists patient in using the checkmate kiosk when needed.
Scans all necessary documents into Epic.
Follows scanning guidelines and best practices for uplading outside documents- results, records, forms, etc.
Ensures scanned documents are scanned to the correction location/order in Epic and with the correct document type to facilitate ease of locating documents
Reports errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management to facilitate timely resolution
Monitors waiting areas to identify and communicate wait times
Performs check-out functions including providing after visit summary information, scheduling follow-up visits and referrals, and collecting any time-of-service payments as needed.
Promotes the use and sign-up of MyChart
Answers phone calls and requests in a professional and patient friendly manner.
Schedules routine appointments and follow ups for visits.
On subsequent visits or calls, asks patients to verify demographic info and makes any necessary edits.
Collects and/or asks patients to sign any missing patient related information.
Answers patient questions to ensure understanding and patient satisfaction.
Refers them, when necessary, to senior level staff or billing representative.
Addresses patients and callers in pleasant and a professional manner while screening and/or handling calls.
Takes messages or directs caller to appropriate person or area.
Releases medical records in accordance with HIPPA and FGP ROI guidelines.
Documents disclosures in EPIC and fulfills requests within a 10 day timeframe.
Maintains patient privacy as it relates to HIPPA standards.
Refers all inquiries regarding pre-authorizations/certifications to the appropriate person or area.
Monitors and completes patient front-end work queues to address any pre or post visit missing information in a timely manner.
Monitors and completes assigned administrative inbasket messages in a timely manner and according to practice guidelines.
Remains current on latest best practices, policies and protocols (including workflow updates, FOCUS trainings, and job-related tasks)
Maintains cleanliness of both personal and patient space, including waiting areas and restocks supplies as needed.
Demonstrates knowledge of the organization’s service standards and incorporates them into the performance duties.
Provides material such as forms and letters for appropriate patient and/or provider needs.
Maintains cooperative and professional relationships with physicians, nurses and office and clinical staff as well as access center representatives when applicable.
Exercises skill in prioritizing assignments in order to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements and/or heavy workload.
Demonstrates communication skills: Using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses and staff at various levels; in person, over the phone, in writing and in electronically sent messages.
Performs other related duties as needed by providers and supervisors.
Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
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 as appropriate
Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
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 any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
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.

Benefits

Comprehensive benefits and wellness package
Robust support system for career development, starting a family, or saving for retirement
Financial security benefits
Generous time-off program
Employee resources groups for peer support
Holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care

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