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

NYU Langone Health • New York, NY

4d • $56,873 - $56,873

About The Position

NYU Grossman School of Medicine, part of NYU Langone Health, is hiring a Secretary I-Intake/Scheduler to support practice operations. The role performs front-end administrative work, including greeting patients, answering and routing calls, scheduling visits, treatments, and procedures, and completing other administrative duties. The successful candidate supports patient access and a positive patient experience while coordinating with providers, practice staff, patients, pharmacies, and other NYU Langone sites.

The position manages appointment communications and waitlists, physician calendars, patient and referral work queues, authorizations, records, correspondence, and incoming and outgoing documents. It handles non-clinical patient questions and instructions, while referring clinical questions to licensed clinical staff. The role also supports practice administration, trains or guides less senior staff as needed, and contributes to special projects and ongoing workflow improvements.

The position is based in the Faculty Group Practice in Clinton Hill, Brooklyn, with a call center/hub designation. The job posting does not specify a particular workplace arrangement or work schedule. NYU Langone Health describes a comprehensive benefits and wellness package, including financial security benefits, a generous time-off program, employee resource groups, and a holistic wellness program.

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 appointment confirmations and manage waitlists.
• Communicate appointment instructions, preparation requirements, forms, changes, updates, and referral or authorization status to patients.
• Obtain service authorizations; initiate and follow up on pre-authorizations and appeals, and arrange peer-to-peer communications when required.
• Answer, screen, and route incoming calls; take messages and respond to or direct questions and requests for assistance appropriately.
• Greet patients, collect information, support patient access, and promote MyChart sign-up.
• Review in-basket messages and patient emails before routing them to the appropriate provider; follow up with physicians on outstanding patient-care messages.
• Manage physician calendars, including creating and sending calendar invitations, and reschedule patients when physicians are unavailable or schedules are blocked.
• Handle mail, faxes, correspondence, forms, routine letters, labels, memoranda, and other documents; review work for accuracy and completeness.
• Process paper and electronic documents, scan and upload information in EPIC, follow document-scanning guidelines, and secure signatures and route forms to the correct destination.
• 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.
• Complete forms accurately and legibly, forwarding sections requiring clinical information to an LPN, RN, or licensed provider.
• Receive prescription refill requests, locate prescriptions in the EMR, and send requests to an RN, LPN, or provider for evaluation or processing; communicate with pharmacies and patients to clarify non-clinical prescription questions.
• Manage patient, referral, and authorization work queues; obtain and document referrals in EPIC.
• Refer surgical and infusion scheduling to the Senior Medical Secretary and route medical diagnosis or treatment questions to an RN or provider.
• Maintain cooperative and professional relationships with physicians, nurses, office staff, patients, pharmacies, and colleagues at other NYU Langone sites.
• Apply NYU Langone patient experience and service standards, including CARES and the LEARN service-recovery model; escalate issues to leadership as appropriate.
• Collaborate with colleagues, site management, the Patient Access Center, and Central Billing Office to support timely service and continuity of care.
• Participate in training staff in registration and office policies; provide guidance or training to less senior staff as needed.
• Stay current on best practices, policies, protocols, workflow updates, FOCUS trainings, and job-related tasks.
• Maintain cleanliness of personal and patient spaces, including waiting areas, and restock supplies as needed.
• Assist with special projects, reports, and activities; ensure requested information is accurate and complete and raise problems or questions with a supervisor.
• Perform other related duties as needed by providers and supervisor.

Benefits

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