Secretary I - Intake/Scheduler, FGP - Huntington

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

We have an exciting opportunity to join our team as a Secretary I - Intake/Scheduler in the Faculty Group Practice at Huntington. In this 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 regarding upcoming scheduled visits, including instructions, preparation, and forms.
• Obtains authorizations for services as needed.
• Answers calls, takes messages, and 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).
• Answers phones, screens incoming calls, provides information, takes messages, or redirects calls to the appropriate person.
• 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.
• Uses appropriate vocabulary and grammar when communicating with patients, physicians, nurses, and staff at various levels (in person, over the phone, in writing, and via electronic messages).
• Participates in training staff on registration, office policies, and responsibilities.
• May assist, provide guidance, and/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, etc.).
• Reviews the waitlist periodically and ensures patients are called and offered appointments.
• Reschedules patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• Maintains a 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 any outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction or refers them to more senior staff.
• Maintains confidentiality on privileged matters.
• Refers all 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 the EMR, and tasks RN, LPN, or Provider to evaluate, set up, and/or process for renewal.
• Communicates with pharmacies and patients to clarify prescription questions and/or concerns related to patient demographics, insurance, and status information; refers 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 latest 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, clarification, updates, or changes for upcoming appointments/procedures.
• Assists with the completion of special projects, reports, and activities; ensures requested information is accurate and complete; brings problems or questions to supervisor’s attention.
• Serves as an 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.
• Drives consistency in every patient and colleague encounter 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 as appropriate.
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries (in person, by phone, or via electronic messaging).
• Proactively anticipates patient needs and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify); escalates to leadership as appropriate.
• Shares ideas or observed areas of opportunity to improve patient experience and access with appropriate leadership (e.g., optimizing provider schedules, minimizing delays, increasing employee engagement).
• Partners with the Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring practice staff are fully versed in the Access Agreement gold standard principles.
• Performs other related duties as needed by providers and supervisor.

Requirements

• High School Diploma.
• Excellent organizational, interpersonal, and verbal and 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 designed to support employees and their loved ones at every stage of life. Offerings include:

• A robust support system for career development, starting a family, or saving for retirement.
• Financial security benefits and a generous time-off program.
• Access to employee resource groups for peer support.
• 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 $56,876.39 - $56,876.40 annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. This range does not include bonuses, incentive pay, differential pay, or other forms of compensation or benefits.