Secretary I - Intake/Scheduler (FGP) - Manhattan, 41st Street

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 is committed to improving the human condition through medical education, scientific research, and direct patient care.

Position Summary

The Faculty Group Practice Secretary I 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 and incorporates them into the performance of duties.
• Supports patient access activities (e.g., greets patients, collects information, answers questions, directs requests for assistance).
• Answers phones and 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.
• Exercises skill in prioritizing assignments to complete work in a timely manner under varying workloads and deadlines.
• Demonstrates communication skills using appropriate vocabulary and grammar when conveying information to patients, physicians, nurses, and staff at various levels.
• Participates in training staff in registration and office policies and responsibilities.
• May assist, provide guidance, and/or train less senior staff.
• Reviews all assigned in-basket messages and patient emails before routing to the appropriate provider, including staff messages and appointment notifications.
• Provides patients with non-clinical instructions for any upcoming appointments/procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines and best practices for importing outside documents such as results, records, and forms.
• Reviews the waitlist periodically and ensures patients are being called and offered appointments.
• Responsible for rescheduling patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• Has a general knowledge of the practice/physician specialty including conditions, treatments, and scheduling scripts.
• Manages the physician's 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 the physician on any outstanding messages related to patient care.
• Answers patient questions to ensure understanding and patient satisfaction, or refers them to more senior-level 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 prescription in 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 demographic, 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.
• Responsible for 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 both personal and patient space, including waiting areas, and restocks supplies as needed.
• Communicates with patients regarding scheduling instructions, clarification, updates on status or changes, and answers related questions for any upcoming appointments/procedures.
• Communicates with patients regarding the status of referrals and/or authorization.
• Assists with the completion of special projects, reports, and activities; ensures requested and related information is accurate and complete; brings any problems or questions to supervisor’s attention.
• Serves 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.
• 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, whether 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), escalating to leadership as appropriate.
• Shares ideas or observed areas of opportunity to improve patient experience and patient access with appropriate leadership.
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
• Performs other related duties as needed by providers and supervisor.

Qualifications

• High School Diploma required.
• 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 that pursues a positive patient care experience.

Preferred Qualifications

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

Benefits

NYU Grossman School of Medicine provides a comprehensive benefits and wellness package designed to support employees and their loved ones. Offerings include:

• Financial security benefits.
• A generous time-off program.
• Employee resource groups for peer support.
• Access to a holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care well-being.

Pay

The salary range for this role is $56,873.24 - $56,873.25 annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The range does not include bonuses, incentive pay, differential pay, or other forms of compensation or benefits.