Secretary I Intake/Scheduler, FGP

NYU Langone Health • Huntington Beach, CA

2d • $56,876 - $56,876

About The Position

The Faculty Group Practice Secretary I performs front-end administrative work supporting practice operations. The role includes greeting patients, answering calls, scheduling appointments, and completing related administrative duties. The successful candidate helps provide a positive patient experience and support timely patient access by communicating appointment instructions and updates, handling patient and provider messages, maintaining records, and coordinating with practice staff and other NYU Langone sites.

The position supports physicians and practice operations through scheduling and calendar management; referrals, authorizations, and work-queue processing; prescription refill routing; records and document handling; and administrative and patient-access support. The Secretary I maintains confidentiality, follows HIPAA and practice procedures, refers clinical questions to licensed staff, and escalates issues or questions to a supervisor as appropriate. The role also contributes to staff training, service recovery, workflow improvement, and special projects as needed.

Requirements

• High school diploma.
• Excellent organizational, interpersonal, verbal communication, 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 thrive in a teamwork environment focused on a positive patient-care experience.
• Ability to communicate effectively with all levels of the organization.
• Maintain confidentiality and refer questions about medical diagnosis or treatment to an RN or provider.
• Refer surgical and infusion scheduling to the Senior Medical Secretary.

Nice To Haves

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

Responsibilities

• Schedule appointments for visits, treatments, and procedures; manage waitlists, review confirmation responses, and reschedule patients when physicians are unavailable or schedules are blocked.
• Communicate appointment instructions, preparation requirements, forms, updates, and referral or authorization status to patients; answer related questions or route them to appropriate staff.
• Obtain authorizations and referrals; initiate and follow up on pre-authorizations and appeals, arrange peer-to-peer communication when required, and manage Patient, Referral, and Authorization work queues.
• Answer and screen calls, take messages, provide information, and route communications to the appropriate person in a timely manner.
• Review assigned in-basket messages and patient emails before routing them to providers, and follow up with physicians on outstanding patient-care messages.
• Greet patients, support patient access, collect information, address requests for assistance, and promote MyChart use and sign-up.
• Handle, organize, and distribute mail and faxes; prepare routine letters, forms, memoranda, labels, correspondence, and other documents.
• Process incoming and outgoing paper and electronic documents; scan, upload, and forward information in EPIC; follow scanning guidelines and best practices.
• Release medical records according to HIPAA and FGP release-of-information procedures, document disclosures in EPIC, and fulfill requests within 10 days.
• Complete forms accurately and legibly, obtain required signatures, forward forms to the correct destination, and refer requests requiring clinical information to an LPN, RN, or licensed provider.
• Receive prescription refill requests, locate prescriptions in the EMR, and task an RN, LPN, or provider to evaluate and process them; communicate with patients and pharmacies about relevant administrative questions and refer clinical questions to licensed staff.
• Manage physician calendars, including creating and sending calendar invitations.
• Maintain professional and cooperative relationships with physicians, nurses, office staff, patients, Patient Access Center staff, Central Billing Office staff, and other NYU Langone sites.
• Use appropriate communication skills in person, by phone, in writing, and electronically; prioritize work effectively when workload, assignments, deadlines, or requirements change.
• Participate in training staff on registration and office policies and responsibilities; provide guidance or training to less senior staff as needed.
• Uphold NYU Langone’s mission, vision, values, FGP service standards, CARES service principles, and Access Agreement principles; support patient experience, service recovery, and timely resolution of patient inquiries.
• Anticipate patient needs, apply the LEARN model in service recovery, escalate issues as appropriate, and share opportunities to improve patient experience and access with leadership.
• Maintain cleanliness of personal and patient areas, including waiting areas, and restock supplies as needed.
• Remain current on best practices, policies, protocols, workflow updates, FOCUS trainings, and job-related tasks.
• Assist with special projects, reports, and activities; verify requested information for accuracy and completeness and bring problems or questions to a supervisor.
• Perform other related duties as needed by providers and supervisor.

Benefits

• Comprehensive benefits and wellness package, including financial security benefits, a generous time-off program, employee resource groups, and an employee wellness program covering 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