Sec II (FGP) - Brooklyn, Endoscopy & Ambulatory Surgery Center

NYU Langone Health • New York, NY

6d • Onsite

About The Position

NYU Grossman School of Medicine is hiring a Sec II to support front-end administrative operations at its Faculty Group Practice. The role involves greeting and assisting patients, answering calls, scheduling appointments, maintaining patient records, verifying insurance, and completing other administrative tasks. The successful candidate also serves as a lead in front-desk operations, providing primary training and onboarding support to new front-desk employees.

The position supports the patient experience and access by carrying out registration and intake, collecting required forms and payments, monitoring appointment and administrative work queues, coordinating follow-up care, maintaining patient privacy, and helping resolve patient inquiries. The employee collaborates with providers, clinical and office staff, access-center representatives, and management to promote efficient practice operations and a positive patient experience.

Requirements

• High school diploma.
• Three years of relevant secretarial or clerical experience.
• Light, accurate keyboarding skills.
• Excellent organizational, interpersonal, and communication skills.
• Ability to communicate effectively with all levels of the organization.

Nice To Haves

• Knowledge of medical terminology.
• Knowledge of computer-based scheduling and appointment programs.
• Excellent telephone skills.
• Prior physician practice experience.
• Three years of experience preferred.

Responsibilities

• Greet patients professionally in person and by phone, explain interaction steps, and promote a positive patient experience.
• Answer and screen calls and patient questions; take messages, direct callers, or refer issues to the appropriate contact, senior staff, or billing representative.
• Optimize provider schedules and patient access by establishing and maintaining efficient scheduling templates.
• Perform patient intake, including registration, collecting forms, updating information, and collecting co-payments or other time-of-service payments.
• Monitor Department Appointment Reports for scheduling issues, appointment notes, insurance flags, and patients needing assistance.
• Collect patient demographic and insurance information, verify insurance eligibility, and obtain referrals when applicable.
• Provide and collect patient and financial documents and policies, including obtaining signatures where appropriate.
• Enroll patients over age five in Patient Secure by obtaining a palm scan and photo, and assist patients with Check Mate kiosks.
• Scan documents into the correct location and document type in Epic according to scanning guidelines.
• Report problems with kiosks, Patient Secure devices, or other equipment to management.
• Monitor waiting areas, communicate wait times, and maintain clean patient and personal spaces and stocked supplies.
• Complete checkout, provide after-visit summaries, schedule follow-up visits, procedures, and referrals, and promote MyChart use and sign-up.
• Verify and update patient demographic information during subsequent visits or calls and collect missing information or signatures.
• Release medical records in accordance with HIPAA and FGP ROI guidelines, document disclosures in Epic, and fulfill requests within 10 days.
• Maintain patient privacy in accordance with HIPAA standards and refer pre-authorization or certification inquiries to the appropriate area.
• Complete patient front-end work queues and assigned administrative in-basket messages in a timely manner and according to practice guidelines.
• Stay current on policies, protocols, workflow updates, FOCUS trainings, and job-related best practices.
• Serve as the primary front-desk trainer and support onboarding of new front-desk employees.
• Uphold NYU Langone Health's mission, vision, values, service standards, FGP Service Strategy CARES principles, and Access Agreement principles.
• Anticipate patient needs, participate in service recovery using the LEARN model, and escalate issues to leadership as appropriate.
• Collaborate with colleagues, site management, the Patient Access Center, Central Billing Office, and clinical and office staff to resolve inquiries and support patient access.
• Share opportunities to improve patient experience and access with appropriate leadership.
• Provide forms, letters, and other materials for patient or provider needs; maintain professional working relationships and prioritize assignments as workload changes.
• Perform other related duties as needed by providers and supervisors.

Benefits

• Comprehensive benefits and wellness package.
• Financial security benefits.
• Generous time-off program.
• Employee resource groups for peer support.
• Holistic employee wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive-care well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED