Secretary I-Intake/Scheduler (FGP)

NYU Langone Health • New York, NY

13h • $56,873 - $56,873 • Onsite

About The Position

NYU Grossman School of Medicine is a top-ranked medical school with a 175-year history of training physicians and scientists. As an integral part of NYU Langone Health, the school is dedicated to improving the human condition through medical education, scientific research, and patient care. NYU Langone Health values equity and inclusion, striving to be a place where diverse faculty, staff, and students can thrive. The Faculty Group Practice Secretary I will perform various front-end administrative tasks to support practice operations, including greeting patients, answering calls, scheduling appointments, and other administrative duties as needed.

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 as needed.
• 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.
• Exercises skill in prioritizing assignments to complete work efficiently under varying workloads and deadlines.
• Demonstrates communication skills using appropriate vocabulary and grammar in person, over the phone, and in writing.
• Participates in training staff in registration and office policies and responsibilities.
• May assist, provide guidance, and/or train less senior staff.
• Reviews and routes in-basket messages and patient emails to the appropriate provider.
• Provides patients with non-clinical instructions for 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 contacted and offered appointments.
• Reschedules patients when physicians are out or schedules need to be blocked.
• Organizes and distributes mail and faxes.
• Maintains a general knowledge of the practice/physician specialty, including conditions, treatments, and scheduling scripts.
• 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, forwarding areas requiring clinical information to appropriate personnel.
• Secures appropriate signatures and forwards documents/forms to the correct destination.
• Follows up with the physician on any outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction, or refers them to more 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.
• Remains 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, clarification, updates, and answers related questions.
• Assists with the completion of special projects, reports, and activities, ensuring accuracy and completeness.
• Serves as a Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values.
• Drives consistency in patient and colleague encounters by embodying 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.
• Shares ideas with leadership to improve patient experience and access.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration.
• 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