Senior Medical Secretary (FGP) - Brooklyn, Ft. Hamilton

NYU Langone Health • New York, NY

9h • Onsite

About The Position

NYU Grossman School of Medicine is a top-ranked medical school with a 175-year history of training physicians and scientists. As an integral part of NYU Langone Health, the school is dedicated to improving the human condition through education, research, and patient care. NYU Langone Health values equity and inclusion, striving to create an environment where diverse talent can thrive. The Senior Medical Secretary (FGP) - Brooklyn, Ft. Hamilton position involves performing administrative and surgical coordination tasks to support daily practice operations, including scheduling patient visits and procedures, managing patient calls, and maintaining efficient provider schedules.

Requirements

• High School diploma.
• Three years of relevant medical clerical experience.
• Prior physician practice experience.
• Knowledge of medical terminology.
• Light, accurate keyboarding skills.
• Excellent organizational skills.
• Excellent interpersonal skills.
• Excellent communication skills.
• Ability to effectively communicate with all levels of the organization.

Nice To Haves

• Background in computer literacy.

Responsibilities

• Schedules appointments for visits, treatments, and surgical 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.
• Handles faxes and mail.
• Prepares standard letters and forms as needed.
• Schedules surgeries in EPIC.
• Prepares the daily schedule and manages the OR template, creating and sending calendar invites.
• Discusses surgical appointment details with patients, including arrival time and fasting instructions.
• Scans all necessary documents related to surgical appointments.
• Reviews charts to ensure all required elements are in EPIC (Labs, medical clearance, EKG, etc.).
• Demonstrates knowledge of the organization’s patient experience expectations and Service Standards.
• Supports patient access activities, including greeting patients, collecting information, and answering questions.
• 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 in a timely manner under varying workloads and deadlines.
• Demonstrates effective communication skills in person, over the phone, and in writing.
• Participates in training staff in registration and office policies and responsibilities, potentially guiding or training less senior staff.
• Reviews assigned in-basket messages and patient emails before routing to the appropriate provider.
• 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 out or schedules need blocking.
• Organizes and distributes mail and faxes.
• Maintains a 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, documenting disclosures in Epic within a 10-day timeframe.
• Processes incoming and outgoing documents via paper and electronic records, scanning, uploading, and forwarding information within EPIC.
• Completes forms legibly and accurately, forwarding areas requiring clinical information to appropriate licensed personnel and securing necessary signatures.
• 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, maintaining confidentiality.
• Refers all questions/queries related to medical diagnosis or treatment to RN/provider.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, correspondence, and other documents, reviewing work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in EMR, and tasks RN, LPN, or Provider 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.
• Responsible for Patient, Referral, and Authorization workqueues.
• Obtains and documents referrals received in EPIC.
• Collaborates with other NYU Langone sites to ensure seamless continuation of care.
• Remains current on the latest best practices, policies, and protocols.
• Maintains cleanliness of personal and patient space, including waiting areas, and restocks supplies as needed.
• Communicates with patients regarding scheduling instructions, clarification, updates, and status or changes for appointments/procedures, and status of referrals/authorizations.
• Assists with the completion of special projects, reports, and activities, ensuring accuracy and completeness.
• Serves as an NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values.
• Drives consistency in patient and colleague encounters by embodying the core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction.
• Works collaboratively to ensure a positive experience and timely resolution for all patient interactions and inquiries.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), escalating to leadership as appropriate.
• Shares ideas for improving patient experience and access with appropriate leadership.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Ensures practice staff are fully versed in the Access Agreement gold standard principles.

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: Senior
• Education Level: High school or GED