Secretary I - Intake/Scheduler, FGP - Hem/Onc - Mineola

NYU Langone Health • Mineola, NY

8h • 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 be a workplace where diverse faculty, staff, and students can thrive.

This role involves performing various front-end administrative tasks to support practice operations. The Faculty Group Practice Sec I will be responsible for greeting patients, answering calls, scheduling appointments, and other administrative duties as required.

Requirements

• High School Diploma.
• Excellent organizational, interpersonal, and verbal and written communication skills.
• Strong customer service orientation.
• Basic knowledge of word processing, spreadsheet, database, and Internet applications.
• Light, accurate keyboarding skills.
• Ability to complete multiple tasks efficiently.
• Ability to thrive in a team environment that 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 clearly and timely.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• 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.
• Prioritizes assignments to complete work efficiently amidst changing workloads, deadlines, and competing requirements.
• 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.
• May assist, provide guidance, and/or train less senior staff.
• Reviews and routes 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.
• Reviews the waitlist periodically 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 physicians on 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 RN, LPN, or Provider for evaluation and processing.
• Communicates with pharmacies and patients to clarify prescription questions related to demographics, insurance, and status, referring medical questions to RN/LPN/Provider.
• Initiates and follows up on pre-authorizations and appeals, arranging peer-to-peer communication when required.
• Manages 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.
• Stays current on best practices, policies, and protocols, including workflow updates and job-related tasks.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies.
• Communicates with patients regarding scheduling instructions, clarifications, status updates, changes, and answers related questions for upcoming appointments/procedures.
• Communicates with patients regarding the status of referrals and/or authorizations.
• Assists with special projects, reports, and activities, ensuring accuracy and completeness of information, and escalating problems or questions to supervisors.
• Serves as a Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values and promoting excellence in patient experience.
• Drives consistency in patient and colleague encounters 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 positive experiences and timely resolutions for patient interactions and inquiries.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), escalating to leadership as appropriate.
• Shares ideas for improving patient experience and access with leadership.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote positive patient experience.
• Ensures practice staff are fully 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