Secretary I (FGP) - Atlantis, Florida

NYU Langone Health•Atlantis, FL

About The Position

The Faculty Group Practice Secretary I performs front-end administrative duties that support practice operations and patient access. The role greets patients, answers and routes calls, schedules and reschedules appointments, manages appointment confirmations and waitlists, communicates instructions and updates to patients, and supports physicians and practice staff with administrative needs. The position processes correspondence, mail, faxes, forms, referrals, authorizations, prescription refill requests, and medical-record requests. It scans and uploads documents in EPIC, documents disclosures, follows HIPAA and Faculty Group Practice release-of-information procedures, and routes clinical questions or information to the appropriate licensed staff. The secretary also maintains physician calendars, supports patient and authorization work queues, and collaborates with other NYU Langone sites and departments to promote continuity of care. The Secretary I is expected to uphold NYU Langone Health’s mission, vision, values, and Faculty Group Practice service standards. The role contributes to a positive patient experience by communicating professionally, anticipating needs, supporting service recovery, maintaining confidentiality, and escalating issues when appropriate. The employee may assist with training less senior staff and special projects, and performs other related duties as needed by providers and the supervisor.

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 thrive in a team environment focused on a positive patient-care experience.
Ability to communicate effectively with all levels of the organization.
Ability to maintain confidentiality and route clinical questions to appropriate licensed staff.

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.
Contact patients about scheduled visits, including instructions, preparation, forms, updates, and changes; reschedule patients when physicians are unavailable or block their schedules.
Obtain service authorizations, initiate and follow up on pre-authorizations and appeals, arrange peer-to-peer communications when required, and support patient, referral, and authorization work queues.
Answer and screen incoming calls, provide information, take messages, and route calls and inquiries to the appropriate contact in a clear and timely manner.
Greet patients, support patient access activities, collect information, answer non-clinical questions, and direct requests for assistance to the appropriate person.
Review assigned in-basket messages and patient emails and route them to appropriate providers; follow up with physicians on outstanding patient-care messages.
Process incoming and outgoing documents, including mail, faxes, forms, correspondence, and medical records; scan, upload, and forward information in EPIC.
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, obtain signatures, and route clinical-information sections to an LPN, RN, or licensed provider as appropriate.
Receive prescription refill requests, locate prescriptions in the EMR, and task an RN, LPN, or provider to evaluate and process requests; communicate with pharmacies and patients about related demographic, insurance, and status questions.
Obtain and document referrals in EPIC and collaborate with other NYU Langone sites to support continuity of care.
Manage physician calendars, including creating and sending calendar invitations.
Prepare routine letters, memoranda, labels, manuscripts, and other documents; review work for accuracy and completeness.
Maintain cooperative and professional relationships with physicians, nurses, office staff, colleagues, and patients; communicate effectively in person, by phone, in writing, and electronically.
Uphold NYU Langone Health’s mission, vision, values, patient experience expectations, FGP service standards, CARES principles, and Access Agreement principles.
Anticipate patient needs, participate in service recovery using the LEARN model, and escalate concerns to leadership when appropriate.
Promote MyChart use and sign-up and share ideas with leadership to improve patient experience and access.
Maintain cleanliness of personal and patient areas, including waiting areas, and restock supplies as needed.
Remain current on best practices, policies, protocols, workflow updates, FOCUS trainings, and job-related tasks.
Participate in training staff in registration and office policies and responsibilities; assist or guide less senior staff as needed.
Assist with special projects, reports, and activities, ensuring information is accurate and complete and bringing problems or questions to the supervisor’s attention.
Refer surgical and infusion scheduling to the Senior Medical Secretary and refer questions about diagnosis, treatment, or prescription information to an RN, LPN, or provider.
Perform other related duties as needed by providers and supervisor.

Benefits

Comprehensive benefits and wellness package for employees and their loved ones.
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.

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