Secretary I - Intake/Scheduler, FGP - GI - Lake Success

NYU Langone Health • Lake Success, NY

3d • Onsite

About The Position

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

This position serves as a Secretary I - Intake/Scheduler within the Faculty Group Practice (FGP) - Gastroenterology (GI) department at our Lake Success location. The Faculty Group Practice Sec I will be responsible for performing various front-end administrative tasks to support practice operations. This includes greeting patients, managing phone calls, scheduling patient appointments, and other administrative duties as required.

Requirements

• High School Diploma.
• Excellent organizational, interpersonal, and verbal and written communication 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 that 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, addressing questions or routing messages to the appropriate contact clearly and in a timely manner.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Provides administrative support to physicians and the practice.
• Demonstrates knowledge of the organization's patient experience expectations and Service Standards and incorporates them into the performance of duties.
• Supports patient access activities, including greeting patients, collecting information, answering questions, and directing requests for assistance to the proper individual.
• Answers phones and screens incoming calls, providing information, taking messages, or redirecting 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 amidst changing workloads, assignments, deadlines, and competing requirements.
• Demonstrates effective communication skills using appropriate vocabulary and grammar when obtaining and conveying information to patients, physicians, nurses, and staff at various levels, in person, over the phone, in writing, and in electronically sent messages.
• 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, including staff messages and appointment notifications.
• Provides patients with non-clinical instructions for any upcoming appointments/procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines and best practices for importing outside documents, results, records, and forms.
• Reviews the waitlist periodically and ensures patients are being called and offered appointments.
• Responsible for rescheduling patients when physicians are out or schedules are 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 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, referring 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, routine manuscripts, correspondence, and other documents as needed.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates the requested 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, referring 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 the latest best practices, policies, and protocols, including workflow updates, FOCUS trainings, and job-related tasks.
• Maintains cleanliness of both 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 authorizations.
• Assists with the completion of special projects, reports, and activities, ensuring requested and related information is accurate and complete, and bringing any problems or questions to the supervisor's attention.
• Serves as an 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 a 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

• 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