Secretary II-Intake/Scheduler (FGP), Manhattan - Multispecialty

NYU Langone Health • New York, NY

3d • $61,693 - $61,693

About The Position

NYU Grossman School of Medicine is seeking a Secretary II-Intake/Scheduler to support Faculty Group Practice operations in Manhattan. The role performs front-end administrative tasks, including welcoming patients, answering calls, scheduling appointments, and handling other administrative duties. The successful candidate also serves as a lead in front-desk operations, providing training and onboarding support to new hires.

The position supports patient intake and access throughout the care experience. Duties include registering patients, collecting and verifying demographic and insurance information, obtaining forms and signatures, collecting payments, managing records and documents in Epic, monitoring queues and waiting areas, and arranging appointments and follow-up services. The role also helps patients use Check Mate kiosks and MyChart, responds to questions and inquiries, and maintains patient privacy in accordance with HIPAA and practice guidelines.

The Secretary II-Intake/Scheduler collaborates with providers, clinical and office staff, site management, the Patient Access Center, and the Central Billing Office to promote timely service and a positive patient experience. The role requires effective organization, communication, prioritization, and adherence to NYU Langone Health service standards and workflows.

Requirements

• High school diploma.
• Three years of relevant secretarial or clerical experience.
• Light, accurate keyboarding skills.
• Excellent organizational, interpersonal, and communication skills.
• Ability to effectively communicate with all levels of the organization.

Nice To Haves

• Knowledge of medical terminology.
• Knowledge of computer-based scheduling and appointment programs.
• Excellent telephone skills.
• Prior physician practice experience.
• Spanish fluency.

Responsibilities

• Greet patients professionally in person and by phone, and promote a positive patient experience across interactions and communication channels.
• Answer patient questions, screen and handle calls, take messages, and refer inquiries to the appropriate person or area, including senior staff or billing representatives when needed.
• Serve as a lead in front-desk operations, acting as the primary trainer and supporting onboarding of new front-desk employees.
• Perform patient intake, including registration, collecting forms, updating patient information, and collecting co-payments.
• Monitor the Department Appointment Report for checkmate kick-outs, appointment notes, insurance flags, and patients requiring assistance.
• Collect patient demographic and insurance information, verify insurance eligibility electronically, obtain referrals when applicable, and collect information needed to schedule and bill for services.
• Advise patients about and collect patient- and financial-related documents and policies, including HIPAA, NOPP, MSPQ, ABN, and non-participating forms, and obtain signatures where appropriate.
• Enroll patients over age five in Patient Secure by obtaining a palm scan and photo, and promote and assist with Check Mate kiosk use.
• Scan documents into Epic according to guidelines, ensuring documents are uploaded to the correct location and assigned the correct document type.
• Report problems with Check Mate kiosks, Patient Secure devices, or other equipment to management.
• Monitor waiting areas, identify and communicate wait times, and maintain cleanliness and supplies in personal and patient areas.
• Perform check-out functions, provide after-visit summary information, schedule follow-up visits, procedures, and referrals, collect time-of-service payments as needed, and promote MyChart sign-up and use.
• Schedule routine appointments and follow-ups, maintain efficient scheduling templates, and help optimize provider schedules and patient access.
• Verify and update patient demographic information on subsequent visits or calls, and collect or obtain signatures for missing patient information.
• Release medical records in accordance with HIPAA and FGP ROI guidelines, document disclosures in Epic, and fulfill requests within 10 days.
• Refer pre-authorization and certification inquiries to the appropriate person or area.
• Monitor and complete front-end work queues and assigned administrative in-basket messages in a timely manner and according to practice guidelines.
• Stay current on best practices, policies, protocols, workflow updates, FOCUS trainings, and job-related tasks.
• Provide forms, letters, and other materials needed by patients or providers.
• Maintain cooperative and professional relationships with physicians, nurses, office and clinical staff, access center representatives, and other colleagues.
• Prioritize assignments and complete work on time amid changing workloads, deadlines, and competing requirements.
• Communicate clearly and appropriately with physicians, nurses, staff, patients, and callers in person, by phone, in writing, and electronically.
• Uphold NYU Langone Health's mission, vision, values, service standards, FGP CARES service strategy, and Access Agreement principles.
• Anticipate patient needs, participate in service recovery using the LEARN model, escalate matters to leadership as appropriate, and share opportunities to improve patient experience and access.
• Partner with Patient Access Center and Central Billing Office team members to support collaboration and positive patient experiences.
• Perform other related duties as needed by providers and supervisors.

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