Secretary I-Intake/Scheduler (FGP), Cobble Hill (Brooklyn), Call Center/Hub

NYU Langone Health • New York, NY

5d • $56,873 - $56,873

About The Position

NYU Grossman School of Medicine has an opportunity for a Secretary I-Intake/Scheduler supporting Faculty Group Practice operations in a Call Center/Hub. The role performs front-end administrative work, including greeting patients, answering calls, scheduling appointments, and handling other administrative duties. The successful candidate supports patient access and practice operations while promoting a positive patient experience and maintaining professional, cooperative relationships with physicians, nurses, colleagues, and office staff.

The position manages appointment scheduling and waitlists, communicates visit instructions and status updates to patients, processes referrals and authorization work, and supports medical-record and document workflows. It also handles calls, messages, mail, faxes, forms, calendars, prescription refill requests, and related administrative tasks. The role requires protecting confidentiality, following HIPAA and practice procedures, and directing clinical questions to licensed clinical staff. The Secretary I works collaboratively with colleagues and other NYU Langone sites to support continuity of care and timely resolution of patient needs.

Requirements

• High school diploma.
• Excellent organizational, interpersonal, 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 and work effectively in a team environment focused on a positive patient-care experience.
• Ability to communicate effectively with all levels of the organization.

Nice To Haves

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

Responsibilities

• Schedule appointments for visits, treatments, and procedures; review confirmation responses and manage waitlists.
• Communicate appointment instructions, preparation requirements, forms, scheduling changes, and referral or authorization status to patients.
• Obtain service authorizations and referrals; initiate and follow up on pre-authorizations and appeals, arrange peer-to-peer communication when required, and maintain patient, referral, and authorization work queues.
• Answer and screen calls, take messages, respond to non-clinical questions, and route inquiries to the appropriate person or clinical staff.
• Review assigned in-basket messages and patient emails before routing them to the appropriate provider; follow up with physicians on outstanding patient-care messages.
• Handle mail and faxes; prepare routine letters, forms, memoranda, correspondence, labels, and other documents; process incoming and outgoing paper and electronic records.
• Support patient access by greeting patients, collecting information, answering questions, and directing requests for assistance appropriately.
• Promote MyChart use and sign-up, and follow document-scanning guidelines when importing outside records and other documents into EPIC.
• Release medical records in accordance with HIPAA and Faculty Group Practice release-of-information procedures; document disclosures in EPIC and fulfill requests within 10 days.
• Scan, upload, and forward information in EPIC; complete forms accurately, obtain required signatures, and forward documents to the correct destination.
• Receive prescription refill requests, locate prescriptions in the electronic medical record, and task an RN, LPN, or provider to evaluate or process them; communicate with pharmacies and patients about related administrative questions.
• Manage physician calendars, including creating and sending calendar invitations, and reschedule patients when physicians are unavailable or block their schedules.
• Refer surgical and infusion scheduling to a Senior Medical Secretary and refer questions about diagnosis, treatment, or prescription information to an RN, LPN, or provider.
• Maintain confidentiality and refer clinical matters to licensed clinical staff.
• Support patient experience by applying NYU Langone’s CARES service principles and LEARN service-recovery model, escalating issues when appropriate.
• Collaborate with colleagues, site management, the Patient Access Center, the Central Billing Office, and other NYU Langone sites to support positive patient experiences and continuity of care.
• Participate in training staff on registration and office policies; provide guidance or training to less senior staff as needed.
• Keep personal and patient areas, including waiting areas, clean and stocked; assist with special projects, reports, and activities; raise problems or questions with a supervisor.
• Remain current on best practices, policies, protocols, workflow updates, FOCUS trainings, and job-related tasks.
• Perform other related duties as needed by providers and the supervisor.

Benefits

• Comprehensive benefits and wellness package.
• Financial security benefits.
• Generous time-off program.
• Employee resource groups for peer support.
• 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