Secretary I - Intake/Scheduler (FGP) - Manhattan Radiology, Evenings

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.

About the role

We have an exciting opportunity to join our team as a Faculty Group Practice 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.

Responsibilities

• Greet patients professionally both in person and on the phone.
• Answer patient questions and/or properly refer questions and issues to the appropriate contact.
• Optimize provider schedules and patient access by establishing and maintaining efficient scheduling templates.
• Promote a positive patient experience throughout all patient interactions in person, by phone, or other media.
• Ensure availability of treatment information by retrieving and updating patient records.
• Verify insurance information and obtain information needed to schedule and bill for services.
• Maintain office inventory and equipment by anticipating supply needs and expediting supply orders.
• Perform other duties as needed.

Administrative Responsibilities

• Greet patients and perform intake functions including registration, forms collection, updating information, and co-payment collection.
• Monitor Department Appointment Report (DAR) for checkmate “kick-outs”, appointment notes, insurance flags, and/or patients who need further assistance.
• Gather all patient demographic-related data and materials from patients and/or their representatives.
• Obtain insurance information (ID card, member/group numbers, etc.), verify insurance eligibility electronically, and collect insurance referrals if applicable.
• Advise and/or collect patient and financial-related documents and policies for patient visits including HIPAA, NOPP, MSPQ, ABN, Non-Participating, etc., including obtaining signatures where appropriate.
• Enroll patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo.
• Promote the utilization of Check Mate kiosks and assist patients in using them when needed.
• Scan all necessary documents into Epic following scanning guidelines and best practices for uploading outside documents (results, records, forms, etc.).
• Ensure scanned documents are scanned to the correct location/order in Epic and with the correct document type to facilitate ease of locating documents.
• Report errors or issues arising from Check Mate kiosk, Patient Secure devices, or other equipment to management to facilitate timely resolution.
• Monitor waiting areas to identify and communicate wait times.
• Perform check-out functions including providing after-visit summary information, scheduling follow-up visits, procedures and referrals, and collecting any time-of-service payments as needed.
• Promote the use and sign-up of MyChart.
• Answer phone calls and requests in a professional and patient-friendly manner.
• Schedule routine appointments and follow-ups for visits.
• On subsequent visits or calls, ask patients to verify demographic info and make any necessary edits. Collect and/or ask patients to sign any missing patient-related information.
• Answer patient questions to ensure understanding and patient satisfaction. Refer them, when necessary, to senior-level staff or billing representatives.
• Address patients and callers in a pleasant and professional manner while screening and/or handling calls. Take messages or direct callers to the appropriate person or area.
• Release medical records in accordance with HIPAA and FGP ROI guidelines. Document disclosures in Epic and fulfill requests within a 10-day timeframe.
• Maintain patient privacy as it relates to HIPAA standards.
• Refer all inquiries regarding pre-authorizations/certifications to the appropriate person or area.
• Monitor and complete patient front-end work queues to address any pre or post-visit missing information in a timely manner.
• Monitor and complete assigned administrative in-basket messages in a timely manner and according to practice guidelines.
• Remain current on the latest best practices, policies, and protocols (including workflow updates, FOCUS trainings, and job-related tasks).
• Maintain cleanliness of both personal and patient space, including waiting areas, and restock supplies as needed.
• Demonstrate knowledge of the organization’s service standards and incorporate them into performance duties.
• Provide materials such as forms and letters for appropriate patient and/or provider needs.
• Maintain cooperative and professional relationships with physicians, nurses, office and clinical staff, as well as access center representatives when applicable.
• Exercise skill in prioritizing assignments to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements, and/or heavy workload.
• Demonstrate communication skills using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses, and staff at various levels; in person, over the phone, in writing, and in electronically sent messages.
• Perform other related duties as needed by providers and supervisors.

Patient Experience and Access

• Serve 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.
• Drive 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).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
• Work 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 anticipate patient needs and participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalate to leadership as appropriate.
• Share ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.).
• Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Take a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

Requirements

• High School Diploma or equivalent, required.
• Excellent organizational, interpersonal, and verbal and written communication 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 teamwork environment which pursues a positive patient care experience.

Preferred Qualifications

• Intermediate knowledge of computer-based scheduling and appointment programs strongly preferred.
• Knowledge of medical terminology, preferred.
• Previous office experience, preferred.
• Bilingual, a plus.

Benefits

NYU Grossman School of Medicine provides its staff with far more than just a place to work. We are an institution you can be proud of, where you'll feel good about devoting your time and talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement.

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

Pay

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