Secretary I - Intake/Scheduler - West Babylon

NYU Langone Health • West Babylon, NY

12d • 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, it is deeply committed to medical education and research, providing a comprehensive range of inpatient and outpatient services. NYU Langone Health prioritizes equity and inclusion, fostering an environment where talented faculty, staff, and students of all identities can thrive, valuing individual skills, ideas, and knowledge.

This position involves performing various front-end administrative tasks to support practice operations. Key duties include greeting patients, answering calls, scheduling appointments, and other administrative tasks as needed.

Requirements

• High School Diploma
• Excellent organizational, interpersonal, and 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
• 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 timely.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Supports patient access activities such as greeting patients, collecting information, answering questions, and directing requests for assistance.
• Answers phones and screens incoming calls, providing information, taking messages, or redirecting calls.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• Prioritizes assignments to complete work efficiently amidst changing workloads, deadlines, and competing demands.
• Demonstrates effective communication skills using appropriate vocabulary and grammar in person, over the phone, and in writing.
• Participates in training staff on registration and office policies and responsibilities.
• May assist, provide guidance, and/or train less senior staff.
• Reviews assigned in-basket messages and patient emails before routing them.
• 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 to ensure patients are contacted and offered appointments.
• Reschedules patients when physicians are unavailable or schedules are blocked.
• Organizes and distributes mail and faxes.
• Maintains 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 physicians on 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 as needed.
• 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, referring clinical questions to RN/LPN/Provider.
• 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, clarifications, updates, and answers related questions for appointments/procedures.
• Assists with special projects, reports, and activities, ensuring accuracy and completeness, and reporting any issues to supervisors.
• Serves as a Brand Ambassador by upholding the NYULH Mission, vision, and values and promoting excellence in patient experience.
• Embodies core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off) to drive consistency in patient and colleague encounters.
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction.
• Works collaboratively to ensure positive experiences and timely resolutions for all patient interactions and inquiries.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model, escalating to leadership as appropriate.
• Shares ideas for improving patient experience and access with leadership.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote positive patient experience.
• Ensures practice staff are versed in 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