Patient Care Assistant (FGP)Manhattan, Multispecialty

NYU Langone Health • New York, NY

11d • 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 part of NYU Langone Health, it is committed to improving the human condition through education, research, and patient care. The institution values equity and inclusion, aiming to be a place where diverse talent can thrive. This position supports efficient practice workflows by assisting with administrative and patient care responsibilities, including reception, registration, answering phones, escorting patients, and performing clinical tasks within the New York State scope of practice.

Requirements

• High school graduate or equivalent required.
• Working knowledge of English is evident in verbal, reading and writing abilities.
• Demonstrated ability in computer skills.
• Minimum of one year of experience as a Patient Care Assistant or Medical Assistant within the last two years.
• Ability to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experience.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• Other language an asset.
• Medical Assistant Certificate
• Medical Assistant certification preferred.
• Proficiency in venipuncture and phlebotomy preferred.

Responsibilities

• Greets patients and completes check-in and check-out processes.
• Answers phones and schedules appointments.
• Addresses questions or routes calls/messages to the appropriate contact.
• Supports efficient patient workflows by escorting patients to exam rooms and preparing rooms for provider visits.
• Validates patient medical records per FGP guidelines.
• Takes vital signs and records them in the Electronic Medical Record.
• Assists with the collection of lab specimens.
• Supports FGP access and quality initiatives.
• Completes necessary intake, including obtaining patient vital signs and other tests within the defined scope of practice.
• Follows guidelines for validating patient medical records, including patient name and date of birth.
• Assists with maintaining patient flow to and from exam/treatment rooms.
• 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 appropriate translation services or equipment are in place prior to the start of a visit.
• Prepares the patient encounter, ensuring all relevant information for the visit is up-to-date, including bloodwork, radiology images, medications, and past medical history.
• Reviews and imports "Prepare for your Visit", "Outside Information", and patient history prior to the provider encounter.
• Works with the 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 HIPAA standards.
• Handles appropriate patient calls and documents the outcome of all patient communications.
• Assists with in-basket message management, including tasks related to patient medical advice requests.
• Utilizes EPIC functionality to review and update patient records and maintain communication with peers and supervisors related to patient care.
• Assists providers with procedures and/or set-up according to specialty.
• Stocks exam/treatment rooms and/or supply closets with medical supplies, linen, and medical equipment, and communicates when 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 they relate to patient visits.
• Completes annual competencies such as Fire Safety, Hazardous Waste, Medsled, HIPAA compliance, etc.
• Performs intake functions including registration, forms collection, updating information, and co-payment collection.
• Monitors the Department Appointment Report (DAR) for checkmate "kick-outs", appointment notes, insurance flags, and patients needing further assistance.
• Gathers patient demographic data and materials, obtains insurance information, verifies eligibility electronically, and collects insurance referrals if applicable.
• Advises and/or collects patient and financial related documents and policies, including HIPAA, NOPP, MSPQ, ABN, Non-Participating, and obtains signatures.
• Enrolls patients above the age of 5 to Patient Secure by obtaining palm scan and photo.
• Promotes the utilization of Check Mate kiosks and assists patients in using them.
• Scans all necessary documents into Epic, following guidelines for uploading outside documents and ensuring correct placement and document type.
• Reports errors or issues with checkmate kiosks, patient secure devices, or other equipment to management.
• 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 time-of-service payments.
• Promotes the use and sign-up of MyChart.
• Answers phone calls and requests professionally and patiently.
• Schedules routine appointments and follow-ups.
• On subsequent visits or calls, asks patients to verify demographic info and makes necessary edits, collects or asks patients to sign missing patient-related information.
• Answers patient questions to ensure understanding and satisfaction, referring to senior staff or billing representatives when necessary.
• Addresses patients and callers in a pleasant and professional manner, screening and handling calls, taking messages, or directing callers.
• Releases medical records in accordance with HIPAA and FGP ROI guidelines, documenting disclosures in EPIC and fulfilling requests within a 10-day timeframe.
• Refers all inquiries regarding pre-authorizations/certifications to the appropriate person or area.
• Monitors and completes patient front-end work queues to address pre or post-visit missing information.
• Monitors and completes assigned administrative in-basket messages in a timely manner and according to practice guidelines.
• Remains current on latest best practices, policies, and protocols.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies.
• Demonstrates knowledge of the organization’s service standards and incorporates them into duties.
• Provides material such as forms and letters for patient and/or provider needs.
• Maintains cooperative and professional relationships with physicians, nurses, office and clinical staff, and access center representatives.
• Exercises skill in prioritizing assignments to complete work in a timely manner.
• Demonstrates communication skills using appropriate vocabulary and grammar.
• Serves as an NYU Langone Health Faculty Group Practice Brand Ambassador 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 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 practice staff are fully versed in the Access Agreement gold standard principles.

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