Secretary I - Intake/Scheduler - Huntington

NYU Langone Health • North Babylon, NY

6d • Onsite

About The Position

NYU Langone Hospital—Long Island is a 591-bed university-affiliated medical center providing sophisticated diagnostic and therapeutic care across numerous medical and surgical specialties. As a major regional healthcare resource, it is deeply committed to medical education and research, offering comprehensive inpatient and outpatient services. NYU Langone Health prioritizes equity and inclusion, aiming to be a workplace where talented faculty, staff, and students of all identities can thrive by embracing individual skills, ideas, and knowledge.

This role involves performing various front-end administrative tasks to support practice operations. The successful candidate will greet patients, answer calls, schedule appointments, and handle other administrative duties as needed.

Requirements

• High School Diploma.
• Excellent organizational, interpersonal, and verbal and written communications skills.
• Strong customer service orientation required.
• Basic knowledge of word processing, spreadsheet, database, and Internet applications required.
• Light, accurate keyboarding skills required.
• Ability to complete multiple tasks efficiently.
• Ability to thrive in a team work environment which pursues a positive patient care experience.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

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

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.
• Addresses questions or routes messages to appropriate contact in a clear and timely manner.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Supports patient access activities (e.g., greets patients, collects information, answers questions, directs requests for assistance).
• Answers phones and screens incoming calls.
• Provides information, takes messages, or redirects calls to the appropriate person.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• Exercises skill in prioritizing assignments to complete work in a timely manner under varying workloads and deadlines.
• Demonstrates communication skills using appropriate vocabulary and grammar in person, over the phone, in writing, and electronically.
• Participates in training staff in registration and office policies and responsibilities.
• May assist, provide guidance, and/or train less senior staff.
• Reviews all assigned in-basket messages and patient emails before routing 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 (results, records, forms, etc.).
• Reviews the waitlist periodically and ensures patients are being called and offered appointments.
• Responsible for rescheduling patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• 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.
• Forwards areas requiring clinical information to LPN, RN, or Licensed Provider.
• 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 patient satisfaction, or refers them to more senior level staff.
• Maintains confidentiality on privileged matters.
• Refers all questions/queries related to medical diagnosis or treatment to RN/provider.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, correspondence, and other documents as needed.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates the prescription in EMR, and tasks RN, LPN, or Provider to evaluate, set up, and/or process for renewal.
• Communicates with pharmacies and patients to clarify prescription questions and/or concerns related to patient demographic, insurance, and status information.
• Refers questions related to prescription information to RN/LPN/Provider.
• Initiates and follows up on pre-authorizations and appeals, and arranges peer-to-peer communication when required.
• Responsible for 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 latest best practices, policies, and protocols (including workflow updates, FOCUS trainings, and job-related tasks).
• Maintains cleanliness of personal and patient space, including waiting areas, and restocks supplies as needed.
• Communicates with patients, providing all scheduling instructions, clarification, updates on status or changes, and answering related questions for any upcoming appointments/procedures.
• Communicates with patients regarding the status of referrals and/or authorization.
• Assists with the completion of special projects, reports, and activities.
• Ensures requested and related information is accurate and complete.
• Brings any problems or questions to supervisor attention.
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values and promoting excellence in the patient experience during every encounter.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our 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 as appropriate.
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone, or via electronic messaging.
• Proactively anticipates patient needs and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., ways to optimize provider schedules, minimize delays, increase employee engagement).
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
• Performs other related duties as needed by providers and supervisor.

Benefits

• Comprehensive benefits and wellness package.
• Robust support system for any stage of life.
• 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