Sec I-Intake/Sched (FGP) Manhattan, Multispeciality

NYU Langone Health • New York, NY

2d • $56,873 - $56,873 • Onsite

About The Position

This role involves performing a variety of front-end administrative tasks to support practice operations. Key responsibilities include greeting patients, answering calls, scheduling patient appointments, and other administrative duties as needed. The position is part of the NYU Grossman School of Medicine, an integral part of NYU Langone Health, committed to improving the human condition through medical education, scientific research, and direct patient care.

Requirements

• High School Diploma
• Excellent organizational skills
• Excellent interpersonal skills
• Excellent verbal and written communication skills
• Strong customer service orientation
• Basic knowledge of word processing applications
• Basic knowledge of spreadsheet applications
• Basic knowledge of database applications
• Basic knowledge of Internet applications
• Light, accurate keyboarding skills
• Ability to complete multiple tasks efficiently
• Ability to thrive in a team work environment
• Ability to pursue a positive patient care experience
• Ability to effectively communicate with all levels of the organization

Nice To Haves

• Intermediate knowledge of computer-based scheduling and appointment programs

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 appropriate contact.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Provides administrative support for physicians and practice operations.
• Demonstrates knowledge of the organization's patient experience expectations and Service Standards.
• 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.
• Exercises skill in prioritizing assignments to complete work efficiently under pressure and with changing workloads.
• Demonstrates effective communication skills in person, over the phone, and in writing.
• Participates in training staff in registration and office policies and responsibilities.
• May assist, provide guidance, and/or train less senior staff.
• Reviews and routes in-basket messages and patient emails 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 contacted and offered appointments.
• Responsible for rescheduling patients when physicians are unavailable or schedules are blocked.
• Organizes and distributes mail and faxes.
• Maintains a general knowledge of the practice/physician specialty, including conditions and treatments and scheduling scripts.
• Manages physician calendars, including creating and sending calendar invites.
• Releases medical records in accordance with HIPAA and FGP ROI procedures.
• Documents disclosures in Epic and fulfills requests within a 10-day timeframe.
• Processes incoming and outgoing documents via paper and electronic records.
• Scans, uploads, and forwards appropriate information within EPIC.
• Completes forms legibly and accurately, forwarding areas requiring clinical information to appropriate clinical staff.
• Secures appropriate signatures and forwards 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.
• Maintains confidentiality of privileged information and refers medical diagnosis or treatment questions to RN/provider.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, correspondence, and other documents.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in EMR, and tasks clinical staff for evaluation and processing.
• Communicates with pharmacies and patients to clarify prescription questions and concerns related to demographic, insurance, and status information.
• Initiates and follows up on pre-authorizations and appeals, arranging peer-to-peer communication when required.
• Responsible for 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 latest best practices, policies, and protocols.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies.
• Communicates with patients regarding scheduling instructions, clarification, updates, and answers related questions for appointments/procedures.
• Communicates with patients regarding the status of referrals and/or authorizations.
• Assists with the completion of special projects, reports, and activities, ensuring accuracy and completeness.
• Serves as a Brand Ambassador for NYU Langone Health Faculty Group Practice by upholding the mission, vision, and values.
• Drives consistency in patient and colleague encounters by embodying the core principles of the FGP Service Strategy CARES.
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction.
• Works collaboratively to ensure a positive experience and timely resolution for all patient interactions.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model.
• Shares ideas for improving patient experience and access with leadership.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration.
• Ensures practice staff are versed in Access Agreement gold standard principles.
• Performs other related duties as needed by providers and supervisor.

Benefits

• 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