Secretary I, FGP - Hem/Onc - NYU Huntington Medical Group

NYU Langone Hospital—Long Island is a 591-bed university-affiliated medical center offering sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of medicine and surgery. We are a major regional healthcare resource with a deep commitment to medical education and research, providing a full complement of inpatient and outpatient services.

About the role

The successful candidate will 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 with patients on upcoming scheduled visits, including instructions, preparation, and forms.
• Obtains authorizations for services as needed.
• Answers calls and takes messages; addresses questions or routes messages to the appropriate contact in a clear and timely manner.
• Handles faxes and mail; prepares standard letters and forms as needed.
• Demonstrates knowledge of the organization's patient experience expectations and Service Standards.
• Supports patient access activities (e.g., greets patients, collects information, answers questions, directs requests for assistance).
• Exercises skill in prioritizing assignments to complete work in a timely manner under changing workloads and deadlines.
• Demonstrates communication skills using appropriate vocabulary and grammar in person, over the phone, in writing, and in electronic messages.
• Participates in training staff on registration, office policies, and responsibilities; may assist, guide, or train less senior staff.
• Reviews assigned in-basket messages and patient emails before routing to the appropriate provider (e.g., staff messages, appointment notifications).
• 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 (results, records, forms).
• Reviews the waitlist periodically to ensure patients are called and offered appointments.
• Reschedules patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• Maintains general knowledge of the practice/physician specialty, including conditions, treatments, and scheduling scripts.
• Manages physicians' 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; forwards areas requiring clinical information to LPN, RN, or licensed provider.
• Secures appropriate signatures and forwards documents/forms to the correct destination.
• Follows up with physicians on outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction or refers them to senior-level staff.
• Maintains confidentiality on privileged matters.
• Refers questions related to medical diagnosis or treatment to RN/provider; refers surgical and infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, manuscripts, correspondence, and other documents as needed.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates requested prescriptions in EMR, and tasks RN, LPN, or provider to evaluate, set up, or process renewals.
• Communicates with pharmacies and patients to clarify prescription questions or concerns related to demographics, insurance, or status.
• Refers prescription-related questions to RN/LPN/provider.
• Initiates and follows up on pre-authorizations and appeals; arranges 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 best practices, policies, and protocols (including workflow updates, FOCUS trainings, and job-related tasks).
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies as needed.
• Communicates with patients regarding scheduling instructions, updates, or changes for upcoming appointments/procedures.
• Assists with special projects, reports, and activities; ensures requested information is accurate and complete.
• Brings problems or questions to the supervisor’s attention.
• Serves as an NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the organization’s 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 interaction.
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions (in person, by phone, or via electronic messaging).
• Proactively anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify).
• Shares ideas or observed areas of opportunity to improve patient experience and access with leadership.
• Partners with the Patient Access Center and Central Billing Office to support collaboration and promote a positive patient experience.
• Takes a proactive approach to ensure practice staff are versed in Access Agreement gold standard principles.
• Performs other related duties as needed by providers and supervisors.

Requirements

• High School Diploma.
• Excellent organizational, interpersonal, and verbal/written communication skills.
• Strong customer service orientation.
• Basic knowledge of word processing, spreadsheet, database, and Internet applications.
• Light, accurate keyboarding skills.
• Ability to complete multiple tasks efficiently and thrive in a teamwork environment focused on a positive patient care experience.

Preferred Qualifications

• Intermediate knowledge of computer-based scheduling and appointment programs.
• Ability to effectively communicate with all levels of the organization.

Benefits

NYU Langone Hospital—Long Island provides a comprehensive benefits and wellness package, including:

• Financial security benefits (e.g., retirement savings).
• A generous time-off program.
• Employee resource groups for peer support.
• Access to a holistic employee wellness program focusing on seven key areas: physical, mental, nutritional, sleep, social, financial, and preventive care.

Pay

The salary range for this role is $54,168.00 annually. Actual salaries depend on factors such as experience, specialty, education, and hospital need. The range does not include bonuses, incentive pay, differential pay, or other forms of compensation or benefits.