Secretary I Intake/Scheduler (FGP) - Brooklyn - Call Center

NYU Langone Health • Brooklyn, NY

1d • 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 role involves greeting patients, answering calls, scheduling appointments, and other administrative duties. The position is an integral part of NYU Langone Health, committed to improving the human condition through education, research, and patient care, with a strong emphasis on equity and inclusion.

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 work 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.

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 for physicians and practice operations.
• 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 efficiently under varying workloads and deadlines.
• Demonstrates effective communication skills in person, over the phone, and in writing.
• Participates in training staff in registration and office policies.
• May assist, provide guidance, and/or train less senior staff.
• Reviews and routes in-basket messages and patient emails.
• Provides patients with non-clinical instructions for 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 offered appointments.
• Reschedules patients when physicians are unavailable or schedules are blocked.
• Organizes and distributes mail and faxes.
• Maintains a general knowledge of the practice/physician specialty, including conditions and treatments.
• 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.
• Forwards 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 outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction, or refers them to senior staff.
• Maintains confidentiality of privileged information.
• Refers questions related to medical diagnosis or treatment to RN/provider.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, manuscripts, 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.
• Refers questions related to prescription information to RN/LPN/Provider.
• Initiates and follows up on pre-authorizations and appeals, and arranges 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.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies.
• Communicates with patients regarding scheduling instructions, clarifications, status updates, and answers related questions.
• Communicates with patients regarding the status of referrals and/or authorizations.
• Assists with the completion of special projects, reports, and activities.
• Ensures requested information is accurate and complete.
• Brings problems or questions to supervisor's attention.
• Upholds the NYULH Mission, vision, and values as a Brand Ambassador for the Faculty Group Practice.
• Promotes excellence in the patient experience during every encounter.
• Embodies 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 a positive experience and timely resolution for all patient interactions.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model.
• Escalates issues 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 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