Secretary I - Intake/Scheduler (FGP) - Manhattan, 41st Street

NYU Langone Health • New York, NY

7h • $56,873 - $56,873 • Onsite

About The Position

NYU Grossman School of Medicine is seeking a Secretary I - Intake/Scheduler (FGP) to join their team in Manhattan. This role involves performing front-end administrative tasks to support practice operations, including greeting patients, answering calls, scheduling appointments, and other administrative duties as needed. The Faculty Group Practice Sec I will be responsible for ensuring a positive patient experience and efficient practice operations.

Requirements

• High School Diploma
• Excellent organizational, interpersonal and verbal and written communications skills
• Strong customer service orientation required
• Basic knowledge of word processing, spreadsheet, database and Internet applications required
• Light, accurate keyboarding skills required
• 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

• Intermediate knowledge of computer-based scheduling and appointment programs strongly preferred.

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 the appropriate contact.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• 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.
• Prioritizes assignments to complete work in a timely manner.
• Demonstrates communication skills using appropriate vocabulary and grammar.
• Participates in training staff in registration and office policies and responsibilities.
• May assist, provide guidance and/or train less senior staff.
• Reviews all assigned in-basket messages and patient emails.
• 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 called and offered appointments.
• Responsible for rescheduling patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• Manages physician's 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.
• 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 patient satisfaction, or refers them to more senior level staff.
• Maintains confidentiality on matters to which they are privileged.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda letters, labels, routine manuscripts, correspondence and other documents as needed.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates requested prescription in EMR, and tasks RN, LPN, or Provider to evaluate, set up and/or process for renewal.
• Communicates with pharmacies and patients to clarify prescription questions and/or concerns.
• Initiates and follows-up on pre-authorizations and appeals and arranges 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 both personal and patient space, including waiting areas and restocks supplies as needed.
• Communicates with patients, providing all scheduling instructions, clarification, updates on status or changes and answering related questions for any upcoming appointments/procedures.
• Assists with the completion of special projects, reports and activities.
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our 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.
• 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 any 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 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 resources 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