Secretary I - Intake/Scheduler, FGP - Outpatient Radiology - Lake Success

NYU Langone Health • Village of Lake Success, NY

4d • Onsite

About The Position

This role involves performing a variety of front-end administrative tasks to support practice operations. Key duties include greeting patients, answering calls, scheduling patient appointments, and other administrative tasks as needed. The position is part of the Outpatient Radiology team at the Lake Success location.

Requirements

• High School Diploma.
• Excellent organizational skills.
• Excellent interpersonal skills.
• Excellent 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.
• Ability 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, addressing questions or routing messages to the appropriate contact.
• Handles faxes and mail.
• Prepares standard letters and forms.
• Supports patient access activities such as 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 for importing outside documents.
• Reviews the waitlist and ensures 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, conditions, treatments, and scheduling scripts.
• Manages physician calendars, including creating and sending 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 appropriate clinical staff.
• Secures appropriate signatures and forwards documents/forms.
• Follows up with physicians on outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction, or refers them to senior staff.
• Maintains confidentiality 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 appropriate staff for evaluation and processing.
• Communicates with pharmacies and patients to clarify prescription questions related to demographic, insurance, and status information.
• 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.
• Maintains cleanliness of personal and patient spaces, and restocks supplies.
• Communicates with patients regarding scheduling instructions, clarifications, updates, and answers related questions.
• Assists with special projects, reports, and activities, ensuring accuracy and completeness.
• Serves as a Brand Ambassador by upholding the NYULH Mission, vision, and values.
• Embodies core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Greets patients warmly and professionally, stating name and role.
• Works collaboratively to ensure positive patient experience and timely resolution of interactions.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model.
• Shares ideas for improving patient experience and access with leadership.
• Partners with Patient Access Center and Central Billing Office team members.
• Ensures practice staff are versed in Access Agreement gold standard principles.
• Performs other related duties as needed.

Benefits

• Comprehensive benefits and wellness package.
• 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