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About the Role

This role provides comprehensive administrative and operational support to HSS physician practices, contributing to an environment of clinical excellence. Staff will fill operational gaps in physician offices across all services to ensure a seamless patient experience.

Responsibilities

• Answering phone calls and patient inquiries
• Scheduling patient appointments and procedures
• Obtaining insurance pre-certifications and authorizations for treatments and diagnostic procedures
• Patient check-in/out, including copay collection
• Scanning documents into the EMR
• Performing additional tasks as assigned
• Commuting to NYC offices and two other regional sites
• Promoting a professional atmosphere through courteous communication, cooperation, and respect
• Upholding stellar customer service practices for patients and families
• Acting as a liaison to the physician and hospital
• Answering phones and greeting patients courteously, clearly, and efficiently
• Demonstrating a professional demeanor, empathy, discretion, and respect in all patient interactions
• Ensuring timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups
• Handling patient concerns calmly and appropriately escalating concerns to administrative manager or clinical staff when necessary
• Scheduling new visits, follow-ups, post-ops, and ancillary tests
• Coordinating surgical dates, entering them into EPIC, ensuring pre-authorization within required timelines, and confirming all necessary documentation and pre-testing is complete prior to surgery
• Managing referrals and obtaining insurance authorizations within required timeframes, including urgent cases
• Collecting payments at the time of service and processing them accurately
• Completing daily batch reconciliations, submitting funds within required timeframes, and following billing protocols
• Collaborating with the Revenue Cycle Team to ensure adherence to front-end office business transaction policies
• Creating, updating, and preparing patient charts in advance of appointments or procedures, ensuring accurate patient identifiers
• Scanning documents into EMR according to hospital scanning guidelines
• Managing physician calendars, arranging travel, and processing travel expense reimbursements
• Drafting correspondence, written communications, and preparing documents as requested
• Maintaining office supply inventory and ordering as needed
• Coordinating with various departments and facilitating communication between physicians, staff, and hospital departments
• Serving as back-up for Office Manager and Staff Secretary, adapting quickly to cover varied responsibilities
• Adjusting to changing situations, schedules, and work assignments without disruption to patient care or office operations
• Flexibility in commuting as necessary to various HSS locations/sites
• Proficient in the use of electronic medical records systems (e.g., Epic) and navigating scheduling, billing, and Microsoft Office software
• Operating phones system, scanners, copiers, printers, and other front-desk technology efficiently
• Learning and adapting to new systems, policies and technologies relevant to office operations
• Managing workload effectively, prioritizing tasks to meet patient and departmental needs
• Addressing operational issues in a timely manner and ensuring full resolution
• Working with other departments to coordinate services and resolve interdepartmental challenges

Requirements

• 2 plus years of Healthcare/Medical-Medical Secretary experience
• 5 plus years Physician office experience may be considered in lieu of education

Skills

• Excellent verbal and written communication skills
• Strong customer service orientation
• Superior written and oral communication skills
• Exceptional customer service skills
• Ability to follow through with tasks to completion
• Strong organizational and problem-solving skills
• Ability to multitask in a fast-paced environment
• Ability to effectively and accurately follow directions or instructions
• Ability to work collaboratively as part of a team
• Detail-oriented
• Ability to escalate issues appropriately
• Consistently displays a positive attitude towards one’s work and work environment
• Strong computer skills
• Knowledge of healthcare and health insurance
• Experience with Epic preferred
• Familiarity with medical terminology
• Critical thinking to identify challenges impacting work and recommends solutions
• Takes measurable action to change, learn, and grow
• Communicates in a clear and organized manner that achieves desired results
• Speaks and writes professionally and respectfully
• Listens actively and empathetically
• Understands how one's work connects and intersects with other team member’s work and HSS’ goals
• Actively works with others and engages in dialogue when differences exist
• Open to receiving feedback
• Shares ideas and points of view
• Volunteers to take on stretch assignments and/or additional responsibilities
• Cares about the mission of HSS
• Is an active participant in meetings and interactions with colleagues and/or patients
• Demonstrates a desire to learn and grow
• Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team’s engagement
• Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct
• Answers phones and greets patients courteously, clearly, and efficiently
• Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions
• Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups
• Handles patient concerns calmly and appropriately escalates concerns to administrative manager or clinical staff when necessary
• Schedules new visits, follow-ups, post-ops, and ancillary tests
• Coordinates surgical dates, enters them into EPIC, ensures pre-authorization within required timelines, and confirms all necessary documentation and pre-testing is complete prior to surgery
• Manages referrals and obtains insurance authorizations within required timeframes, including urgent cases
• Collects payments at the time of service and processes them accurately
• Completes daily batch reconciliations, submits funds within required timeframes, and follows billing protocols
• Collaborates with the Revenue Cycle Team to ensure adherence to front-end office business transaction policies
• Creates, updates, and prepares patient charts in advance of appointments or procedures, ensuring accurate patient identifiers
• Scans documents into EMR according to hospital scanning guidelines
• Manages physician calendars, arranges travel, and processes travel expense reimbursements
• Drafts correspondence, written communications, and prepares documents as requested
• Maintains office supply inventory and orders as needed
• Coordinates with various departments and facilitates communication between physicians, staff, and hospital departments
• Serves as back-up for Office Manager and Staff Secretary, adapting quickly to cover varied responsibilities
• Adjusts to changing situations, schedules, and work assignments without disruption to patient care or office operations
• Flexibility in commuting as necessary to various HSS locations/sites
• Proficient in the use of electronic medical records systems (e.g., Epic) and navigating scheduling, billing, and Microsoft Office software
• Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently
• Learns and adapts to new systems, policies and technologies relevant to office operations
• Manages workload effectively, prioritizing tasks to meet patient and departmental needs
• Addresses operational issues in a timely manner and ensures full resolution
• Works with other departments to coordinate services and resolve interdepartmental challenges

Location

• NJ Primary
• NYC secondary coverage
• Commuting to our NYC offices and two other regional sites are required

Work Type

• Regular Full time

Experience Level

• 2 plus years of Healthcare/Medical-Medical Secretary experience
• 5 plus years Physician office experience may be considered in lieu of education

Education Level

• Associates
• Some College preferred

Salary/Compensations

• $30.77 - $46.84

Benefits

• Eligible for additional benefits consistent with the role

About the Company

• HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.
• As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation.
• HSS is an innovative, supportive and inclusive environment.
• Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Equal Opportunity

• Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment.
• Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.