Patient Care Assistant (FGP) - Staten Island - Pediatric Urology and Orthopedics

NYU Langone Health • Staten Island, NY

4d • Onsite

About The Position

NYU Grossman School of Medicine is a top-ranked medical school committed to improving the human condition through education, research, and patient care. As an integral part of NYU Langone Health, the school values equity and inclusion. This role involves assisting with administrative and patient care responsibilities to ensure efficient practice workflows. Responsibilities include 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 certification preferred.
• Proficiency in venipuncture and phlebotomy preferred.
• 1+ years of experience in Pediatrics highly 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.
• Assists with maintaining patient flow to and from exam/treatment rooms.
• Escorts 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 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.
• Reviews and imports any "Prepare for your Visit", "Outside Information" and patient history prior to 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.
• 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.
• Effectively 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, 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 needing further assistance.
• Gathers all patient demographic related data and materials from patients and/or their representatives.
• Obtains insurance information, 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 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 and assists patients in using them.
• Scans all necessary documents into Epic, following scanning guidelines and best practices.
• Ensures scanned documents are in the correct location/order in Epic and with the correct document type.
• Reports errors or issues arising from checkmate kiosk, 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 in a professional and patient-friendly manner.
• Schedules routine appointments and follow-ups.
• On subsequent visits or calls, asks patients to verify demographic info and makes necessary edits.
• Answers patient questions to ensure understanding and satisfaction, referring them to senior staff or billing representatives when necessary.
• Addresses patients and callers in a pleasant and professional manner while screening and/or handling calls.
• 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 any 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 space, including waiting areas, and restocks supplies as needed.
• Demonstrates knowledge of the organization’s service standards and incorporates them into performance duties.
• Provides material such as forms and letters for appropriate 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.
• Drives consistency in every patient and colleague encounter 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.
• 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.

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 seven key areas of well-being: 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