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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.

Responsibilities

Schedules appointments for visits, treatments, and 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.
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.
Demonstrates communication skills using appropriate vocabulary and grammar when obtaining and conveying information.
Participates in training staff in registration and office policies.
May assist, provide guidance, and/or train 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 and ensures patients are offered appointments.
Reschedules patients when physicians are out or schedules are blocked.
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.
Documents disclosures in Epic and fulfills requests within a 10-day timeframe.
Processes incoming and outgoing documents via paper and electronic records.
Scans, uploads, and forwards appropriate information within EPIC.
Completes forms legibly and accurately, forwarding areas requiring clinical information to appropriate personnel.
Secures appropriate signatures and forwards documents/forms to the correct destination.
Follows up with the physician on any outstanding messages related to patient care.
Answers patient questions to ensure understanding and satisfaction, or refers them to more senior staff.
Maintains confidentiality of privileged matters.
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.
Reviews work for accuracy and completeness.
Receives prescription refill requests, locates prescriptions in EMR, and tasks appropriate personnel for evaluation and processing.
Communicates with pharmacies and patients to clarify prescription questions and concerns related to demographic, insurance, and status information.
Initiates and follows up on pre-authorizations and appeals, arranging peer-to-peer communication when required.
Manages Patient, Referral, and Authorization work queues.
Obtains and documents referrals received in EPIC.
Collaborates with other NYU Langone sites to ensure seamless continuation of care.
Remains current on latest best practices, policies, and protocols.
Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies.
Communicates with patients regarding scheduling instructions, clarification, updates, and status or changes.
Communicates with patients regarding the status of referrals and/or authorizations.
Assists with the completion of special projects, reports, and activities, ensuring accuracy and completeness.
Serves as a Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values.
Promotes excellence in the patient experience during every encounter.
Drives consistency in patient and colleague encounters by embodying the core principles of the FGP Service Strategy CARES.
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 by applying the LEARN model.
Escalates issues to leadership as appropriate.
Shares ideas for improving patient experience and access with leadership.
Partners with Patient Access Center and Central Billing Office team members to support collaboration.
Takes a proactive approach in ensuring practice staff are versed in Access Agreement gold standard principles.
Performs other related duties as needed by providers and supervisor.

Requirements

High School Diploma required.
Excellent organizational, interpersonal, and verbal and written communication skills required.
Strong customer service orientation required.
Basic knowledge of word processing, spreadsheet, database, and Internet applications required.
Light, accurate keyboarding skills required.
Ability to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experience.
Qualified candidates must be able to effectively communicate with all levels of the organization.

Skills

Computer-based scheduling and appointment programs

Location

Manhattan

Work Type

Full-time

Experience Level

Secretary I

Education Level

High School Diploma

Salary/Compensations

$56,873.24 - $56,873.25 Annually

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 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.
An integral part of NYU Langone Health, the Grossman School of Medicine 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.
View Know Your Rights: Workplace discrimination is illegal.