Secretary I-Intake/Scheduler - (FGP), Manhattan - Multispeciality

Position Summary

We have an exciting opportunity to join our team as a Secretary I-Intake/Scheduler. 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.

Job 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.
• Addresses questions or routes messages to 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 in to the performance of duties.
• Supports patient access activities (i.e. greets patients, collects information, answers questions, requests for assistance are directed to proper individual, etc.).
• Answers phones and screens incoming calls. Provides information, take messages, or redirects calls to the appropriate person.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• Exercises skill in prioritizing assignments in order to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements, and/or a heavy workload.
• Demonstrates communication skills: using appropriate vocabulary and grammar when obtaining and conveying information to patients, physicians, nurses, and staff at various levels; in person, over the phone, in writing, and in electronically sent messages.
• 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 which includes staff messages, appointment notifications, etc.
• 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- results, records, forms, etc.
• 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.
• Manages the physician's calendars including creating and sending calendar invites.
• Releases medical records in accordance of 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 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 matters to which they are privileged.
• 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, routine 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 related to prescription information to RN/LPN/Provider.
• Initiates and follows-up on pre-authorizations and appeals and 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, providing all scheduling instructions, clarification, updates on status or changes and answering related questions for any upcoming appointments/procedures.
• Communicate with patients regarding status of referrals and/or authorization.
• Aids in the completion of special projects, reports and activities.
• Ensures requested and related information is accurate and complete.
• Bridges any problems or questions to supervisor attention.
• Patient Experience and Access
• 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 our 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), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership.
• (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.).
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote 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.

  Minimum Qualifications

  • A High School Diploma.
  • Excellent organizational, interpersonal and verbal and written communications skills and 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.

  Preferred Qualifications

  • Intermediate knowledge of computer-based scheduling and appointment programs strongly preferred.
  • Qualified candidates must be able to effectively communicate with all levels of the organization.