Secretary I-Intake/Scheduler (FGP) Staten Island, Multispeciality

NYU Langone Health • Staten Island, NY

2d • Onsite

About The Position

NYU Grossman School of Medicine is seeking a Secretary I-Intake/Scheduler to perform a variety of front-end administrative tasks to support practice operations. This includes greeting patients, answering calls, scheduling patient appointments, and other administrative duties as needed. The role is 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, 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.

Nice To Haves

• Intermediate knowledge of computer-based scheduling and appointment programs strongly preferred.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

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.
• Addresses questions or routes messages to appropriate contact in a clear and timely manner.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Provides administrative support to physicians and practices.
• Supports patient access activities, including 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 any 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.
• Reschedules 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.
• Forwards areas requiring clinical information to LPN, RN or Licensed Provider.
• Secures appropriate signatures and forwards documents/forms to 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 all questions/queries related to medical diagnosis or treatment to RN/provider.
• 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.
• Communicate with patients regarding status of referrals and/or authorization.
• Assists with the completion of special projects, reports and activities.
• Ensures requested and related information is accurate and complete.
• Brings any problems or questions to supervisor attention.
• 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