Secretary I - Intake/Scheduler, FGP - Lake Success

NYU Langone Health • Village of Lake Success, NY

1d

About The Position

The Faculty Group Practice Secretary I performs front-end administrative work supporting practice operations at the Lake Success location. Duties include greeting and assisting patients, answering and routing calls, scheduling appointments, managing waitlists and appointment confirmations, communicating appointment instructions, and handling administrative documents and correspondence. The role supports patient access and physician/practice operations, maintains calendars and records, processes referrals and authorizations, and collaborates with clinical staff and other NYU Langone locations. The successful candidate promotes a positive patient experience, follows service standards and confidentiality requirements, and completes 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 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 confirmation responses, manage waitlists, and reschedule patients when physicians are unavailable or schedules are blocked.
• Communicate with patients about upcoming appointments and procedures, including instructions, preparation, forms, scheduling changes, and referral or authorization status.
• Greet patients, support patient access, answer questions, collect information, and direct requests to the appropriate person.
• Answer and screen calls, provide information, take messages, and route calls and electronic messages appropriately.
• Review assigned in-basket messages and patient emails before routing them to the appropriate provider; follow up with physicians on outstanding messages related to patient care.
• Obtain authorizations and referrals, initiate and follow up on pre-authorizations and appeals, arrange peer-to-peer communication when required, and manage Patient, Referral, and Authorization work queues.
• Process prescription refill requests by locating prescriptions in the electronic medical record and forwarding them to clinical staff for evaluation; communicate with pharmacies and patients about non-clinical prescription questions and refer clinical questions to licensed staff.
• Handle, organize, and distribute mail and faxes; prepare routine letters, forms, memoranda, labels, correspondence, and other documents; review work for accuracy and completeness.
• Process paper and electronic records, scan and upload documents in Epic, follow document-import guidelines, and forward information to appropriate staff.
• Release medical records in accordance with HIPAA and FGP ROI procedures, document disclosures in Epic, and fulfill requests within 10 days.
• Manage physician calendars, including creating and sending calendar invitations.
• Complete forms accurately, obtain required signatures, and route documents to the correct destination; refer requests requiring clinical information to an LPN, RN, or licensed provider.
• Maintain cooperative, professional relationships with physicians, nurses, office staff, colleagues, and other NYU Langone sites to support continuity of care.
• Promote MyChart use and sign-up, and provide patients with non-clinical appointment and procedure instructions.
• Uphold NYU Langone Health's mission, values, patient experience expectations, and FGP CARES service principles; anticipate patient needs, support service recovery using the LEARN model, and escalate issues as appropriate.
• Collaborate with colleagues, site management, the Patient Access Center, and Central Billing Office to support positive patient experiences and timely resolution of inquiries.
• Participate in staff training on registration, office policies, and responsibilities; may guide or train less senior staff.
• Remain current on policies, protocols, workflow updates, FOCUS training, and job-related practices.
• Maintain cleanliness of personal and patient spaces, including waiting areas, and restock supplies as needed.
• Assist with special projects, reports, and activities; ensure information is accurate and complete and bring problems or questions to the supervisor's attention.
• Refer surgical and infusion scheduling to the Senior Medical Secretary; refer diagnosis and treatment questions to an RN or provider.
• Perform other related duties as needed by providers and the supervisor.

Benefits

• Comprehensive benefits and wellness package
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED