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About the Role

Perform a variety of front-end administrative tasks to support practice operations including greeting patients, answering calls, scheduling patient appointments and other administrative duties as needed. Serve as a lead in front desk operations, provide training & support onboarding of new hires.

Responsibilities

Greet patients professionally both in person and on the phone.
Answer patient questions and/or properly refer questions and issues to the appropriate contact.
Optimize provider schedules and patient access by establishing and maintaining efficient scheduling templates.
Promote a positive patient experience throughout all patient interactions in person or by phone or other media.
Ensure availability of treatment information by retrieving and updating patient records.
Verify insurance information and obtain information needed to schedule and bill for services.
Maintain office inventory and equipment by anticipating supply needs and expediting supply orders.
Serve as a lead in front desk operations by being the primary trainer and supporting the onboarding of new front desk employees.
Responsible for greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collection.
Monitor Department Appointment Report (DAR) for checkmate kick-outs, appointment notes, insurance flags, and/or patients who need further assistance.
Gather all patient demographic related data and materials from patients and/or their representatives.
Obtain insurance information (ID card, member/group #s, etc.), verify insurance eligibility electronically and collect insurance referral if applicable.
Advise and/or collect patient and financial related documents and policies for patient visits including HIPAA, NOPP, MSPQ, ABN, Non-Participating, etc. including obtaining signatures where appropriate.
Enroll patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo.
Promote the utilization of Check Mate kiosks.
Greet and assist patients in using the checkmate kiosk when needed.
Scan all necessary documents into Epic.
Follow scanning guidelines and best practices for uploading outside documents- results, records, forms, etc.
Ensure scanned documents are scanned to the correct location/order in Epic and with the correct document type to facilitate ease of locating documents.
Report errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management to facilitate timely resolution.
Monitor waiting areas to identify and communicate wait times.
Perform check-out functions including providing after visit summary information, scheduling follow-up visits, procedures and referrals, and collecting any time-of-service payments as needed.
Promote the use and sign-up of MyChart.
Answer phone calls and requests in a professional and patient friendly manner.
Schedule routine appointments and follow ups for visits.
On subsequent visits or calls, ask patients to verify demographic info and make any necessary edits.
Collect and/or ask patients to sign any missing patient related information.
Answer patient questions to ensure understanding and patient satisfaction.
Refer patients, when necessary, to senior level staff or billing representative.
Address patients and callers in a pleasant and professional manner while screening and/or handling calls.
Take messages or direct callers to appropriate person or area.
Release medical records in accordance with HIPAA and FGP ROI guidelines.
Document disclosures in EPIC and fulfill requests within a 10-day timeframe.
Maintain patient privacy as it relates to HIPAA standards.
Refer all inquiries regarding pre-authorizations/certifications to the appropriate person or area.
Monitor and complete patient front-end work queues to address any pre or post visit missing information in a timely manner.
Monitor and complete assigned administrative in-basket messages in a timely manner and according to practice guidelines.
Remain current on latest best practices, policies and protocols (including workflow updates, FOCUS trainings, and job-related tasks).
Maintain cleanliness of both personal and patient space, including waiting areas and restock supplies as needed.
Demonstrate knowledge of the organizations service standards and incorporate them into performance duties.
Provide material such as forms and letters for appropriate patient and/or provider needs.
Maintain cooperative and professional relationships with physicians, nurses and office and clinical staff as well as access center representatives when applicable.
Exercise skill in prioritizing assignments to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements and/or heavy workload.
Demonstrate communication skills: Using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses and staff at various levels; in person, over the phone, in writing and in electronically sent messages.
Perform other related duties as needed by providers and supervisors.
Serve as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
Drive consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
Work collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
Proactively anticipate patient needs, and participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalate to leadership as appropriate.
Share ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership.
Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote positive patient experience.
Take a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
Perform other duties as needed.

Requirements

High School diploma.
Three years of relevant secretarial/clerical experience.
Light, accurate keyboarding skills required.
Excellent organizational, interpersonal and communications skills required.
Qualified candidates must be able to effectively communicate with all levels of the organization.

Skills

Medical terminology knowledge.
Computer-based scheduling and appointment programs knowledge.
Excellent telephone skills.
Spanish Fluency preferred.

Location

NYU Grossman School of Medicine

Work Type

Full-time

Experience Level

3 years of relevant secretarial/clerical experience

Education Level

High School diploma

Salary/Compensations

$61,692.74 - $61,692.75 Annually

Benefits

Comprehensive benefits and wellness package.
Robust support system for any stage of life.
Financial security benefits.
Generous time-off program.
Employee resources groups for peer support.
Holistic employee wellness program focusing on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.

About the Company

NYU Grossman School of Medicine is one of the nation's top-ranked medical schools.
For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people.
An integral part of NYU Langone Health, the Grossman School of Medicine at its core is committed to improving the human condition through medical education, scientific research, and direct patient care.
At NYU Langone Health, equity and inclusion are fundamental values.
We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive.
We embrace inclusion and individual skills, ideas, and knowledge.

Equal Opportunity

NYU Grossman School of Medicine is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment.
All qualified individuals are encouraged to apply and will receive consideration.
We require applications to be completed online.
View Know Your Rights: Workplace discrimination is illegal.