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

NYU Langone Health • Brooklyn, NY

5d

About The Position

NYU Grossman School of Medicine is seeking a Secretary I-Intake/Scheduler to perform front-end administrative tasks supporting practice operations. The role includes greeting patients, answering calls, scheduling appointments, and completing other administrative duties. The successful candidate supports patient access and a positive patient experience while working with physicians, nurses, office staff, Patient Access Center colleagues, and other NYU Langone sites.

The position handles appointment scheduling and rescheduling, waitlists, patient communications and instructions, authorizations and referrals, prescription refill requests, patient records, correspondence, mail, and faxes. It also manages work queues and physician calendars, processes documents in EPIC, and routes clinical questions and requests to the appropriate licensed or senior staff. The role requires maintaining confidentiality, accurate documentation, professional communication, and adherence to organizational policies, service standards, and patient-access practices.

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, updates, and status information to patients.
• Obtain authorizations and referrals as needed; initiate and follow up on pre-authorizations and appeals, and arrange peer-to-peer communication when required.
• Answer and screen calls, take messages, respond to non-clinical questions, and route calls, messages, and inquiries to the appropriate person.
• Greet patients, support patient access activities, and provide professional, timely service in person, by phone, and through electronic messaging.
• Review assigned in-basket messages and patient emails before routing them to the appropriate provider.
• Promote patient sign-up for MyChart and provide non-clinical instructions for upcoming appointments and procedures.
• Follow scanning guidelines and process, scan, upload, and forward records and other documents in EPIC.
• Release medical records in accordance with HIPAA and Faculty Group Practice return-of-information procedures; document disclosures and fulfill requests within 10 days.
• Complete forms accurately and legibly, secure signatures, and forward documents to the correct destination; refer clinical-information needs to licensed staff.
• Reschedule patients when physicians are unavailable or schedules are blocked; refer surgical and infusion scheduling to a Senior Medical Secretary.
• Manage physician calendars, including creating and sending calendar invitations.
• Receive prescription refill requests, locate prescriptions in the electronic medical record, and route requests to an RN, LPN, or provider for evaluation and processing.
• Communicate with pharmacies and patients to clarify prescription questions concerning demographic, insurance, and status information; refer clinical prescription questions to licensed staff.
• Manage Patient, Referral, and Authorization work queues and document received referrals in EPIC.
• Organize and distribute mail and faxes; prepare routine letters, memoranda, labels, manuscripts, correspondence, and other documents; review work for accuracy and completeness.
• Maintain cooperative and professional relationships with physicians, nurses, office staff, and colleagues at other NYU Langone sites.
• Prioritize assignments and manage changing workloads, deadlines, and competing requirements efficiently.
• Participate in training staff on registration and office policies and responsibilities; provide guidance or training to less senior staff as needed.
• Remain current on best practices, policies, protocols, workflow updates, FOCUS trainings, and job-related tasks.
• Maintain cleanliness of personal and patient areas, including waiting areas, and restock supplies as needed.
• Apply NYU Langone Health service standards and the FGP CARES service strategy; anticipate patient needs, assist with service recovery using the LEARN model, and escalate issues as appropriate.
• Share opportunities to improve patient experience and access, collaborate with Patient Access Center and Central Billing Office colleagues, and support adherence to Access Agreement principles.
• Assist with special projects, reports, and activities; bring problems or questions to the supervisor's attention; 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 addressing 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