Secretary I - Intake/Scheduler, FGP - Bethpage

NYU Langone Health • Bethpage, NY

10h • Onsite

About The Position

NYU Langone Hospital—Long Island is a 591-bed university-affiliated medical center offering sophisticated diagnostic and therapeutic care across numerous medical and surgical specialties. As a major regional healthcare resource, it is deeply committed to medical education and research, providing a comprehensive range of inpatient and outpatient services. NYU Langone Health prioritizes equity and inclusion, aiming to create an environment where talented faculty, staff, and students of all identities can thrive, valuing individual skills, ideas, and knowledge.

This position serves as a Secretary I - Intake/Scheduler within the Faculty Group Practice (FGP) in Bethpage. The role involves performing various front-end administrative tasks essential for practice operations, including greeting patients, managing phone calls, scheduling appointments, and other administrative duties as required.

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 programs
• Intermediate knowledge of appointment programs

Responsibilities

• Schedules appointments for visits, treatments, and procedures.
• Reviews appointment confirmation responses and manages waitlists.
• Communicates with patients about 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 the appropriate contact clearly and timely.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Provides administrative support to physicians and the practice.
• Demonstrates knowledge of the organization's patient experience expectations and Service Standards and incorporates them into the performance of duties.
• Supports patient access activities, including greeting patients, collecting information, answering questions, and directing requests for assistance.
• 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 varying workloads, deadlines, and pressures.
• Demonstrates effective communication skills using appropriate vocabulary and grammar in person, over the phone, and in writing.
• Participates in training staff on registration and office policies and responsibilities.
• May assist, provide guidance, and/or train less senior staff.
• Reviews and routes all assigned in-basket messages and patient emails, including staff messages and appointment notifications.
• 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 such as results, records, and forms.
• Periodically reviews the waitlist to ensure patients are contacted and offered appointments.
• Reschedules patients when physicians are unavailable or schedules need blocking.
• Organizes and distributes mail and faxes.
• Maintains general knowledge of the practice/physician specialty, including conditions, 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 LPN, RN, or Licensed Provider.
• 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, referring medical diagnosis or treatment questions to RN/provider.
• Refers Surgical and Infusion scheduling to the Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, correspondence, and other documents as needed.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in EMR, and tasks RN, LPN, or Provider for evaluation and processing.
• Communicates with pharmacies and patients to clarify prescription questions, related to patient demographic, insurance, and status information, referring prescription information questions to RN/LPN/Provider.
• 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 the latest best practices, policies, and protocols, including workflow updates, FOCUS trainings, and job-related tasks.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies as needed.
• Communicates with patients, providing scheduling instructions, clarification, updates on status or changes, and answering related questions for upcoming 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 of requested information and bringing any problems or questions to the supervisor's attention.
• Serves as an 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 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 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 observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., optimizing provider schedules, minimizing delays, increasing employee engagement).
• 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.
• 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