Secretary I - Intake/Scheduler (FGP) - Manhattan, Murray Hill 37th Street

NYU Langone Health • New York, NY

11h • Onsite

About The Position

The Secretary I supports Faculty Group Practice operations through front-end administrative and patient-access work. The role greets patients, answers and routes calls, schedules visits, treatments, and procedures, manages appointment confirmations and waitlists, communicates appointment instructions, and obtains service authorizations as needed. The secretary also handles correspondence, mail, faxes, forms, physician calendars, and electronic and paper records, while maintaining professional relationships with patients, physicians, nurses, and office staff.

The role supports a positive patient experience by communicating clearly, anticipating patient needs, resolving or escalating concerns, and following NYU Langone’s service standards. It also processes patient, referral, and authorization workflows; supports prescription refill requests and prior authorizations; helps maintain accurate records in Epic; protects confidentiality; and collaborates with other NYU Langone teams to promote continuity of care. The position may assist with training less senior staff and completing special projects and other duties as assigned.

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 teamwork 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 appointment, procedure, referral, and authorization instructions, preparations, forms, status updates, and changes to patients.
• Obtain authorizations for services; initiate and follow up on pre-authorizations and appeals and arrange peer-to-peer communication when required.
• Greet patients, support patient access, answer questions, collect information, and direct requests for assistance to the appropriate person.
• Answer and screen calls, provide information, take messages, and route calls and messages to the appropriate contact or provider.
• Review assigned in-basket messages and patient emails before routing them to the appropriate provider, and follow up with physicians on outstanding patient-care messages.
• Handle, organize, and distribute mail and faxes; prepare routine letters, forms, memoranda, labels, correspondence, and other documents.
• Manage physician calendars, including creating and sending calendar invitations.
• Process paper and electronic records; scan, upload, and route information in Epic; follow document-scanning guidelines; and complete forms accurately and legibly.
• Release medical records in accordance with HIPAA and FGP ROI procedures, document disclosures in Epic, and fulfill requests within 10 days.
• Obtain and document referrals in Epic and manage patient, referral, and authorization work queues.
• Receive prescription refill requests, locate prescriptions in the EMR, and route requests to an RN, LPN, or provider for evaluation and processing; communicate with patients and pharmacies about related administrative questions.
• Maintain confidentiality and refer questions about diagnosis or treatment to an RN or provider; refer surgical and infusion scheduling to a Senior Medical Secretary.
• Maintain cooperative and professional relationships with physicians, nurses, office staff, patients, and other NYU Langone teams.
• Apply NYU Langone patient-experience and service standards, including CARES and the LEARN model; support service recovery and escalate concerns appropriately.
• Promote MyChart sign-up and ensure practice staff understand Access Agreement principles.
• Participate in training staff on registration and office policies and responsibilities and may guide or train less senior staff.
• Keep personal and patient areas, including waiting areas, clean and restock supplies as needed.
• Remain current on best practices, policies, protocols, workflow updates, FOCUS training, and job-related tasks.
• Assist with special projects, reports, and activities; check information for accuracy and completeness and bring problems or questions to a supervisor.
• 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 well-being.

What This Job Offers

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