Secretary I - Intake/Scheduler- NYU Langone Women's Specialty - Valley Stream

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 Office Assistant supports practice operations by performing a variety of front-end administrative tasks, including greeting patients, answering calls, scheduling appointments, and other 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.
• Handles faxes, mail, and prepares standard letters and forms.
• Demonstrates knowledge of patient experience expectations and Service Standards.
• Supports patient access activities (e.g., greeting patients, collecting information, answering questions).
• Answers phones, screens incoming calls, and provides information or redirects calls.
• 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.
• Participates in training staff on registration, office policies, and responsibilities.
• Reviews assigned in-basket messages and patient emails before routing to the appropriate provider.
• 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.
• Reviews the waitlist periodically and ensures patients are called and offered appointments.
• Reschedules patients when physicians are unavailable or blocking schedules.
• Organizes and distributes mail and faxes.
• Manages physician 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, forwarding clinical information to LPN, RN, or licensed provider.
• Secures appropriate signatures and forwards documents 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 staff.
• Maintains confidentiality on privileged matters.
• Refers medical diagnosis or treatment questions to RN/provider.
• Refers surgical and infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, manuscripts, and correspondence.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in EMR, and tasks RN, LPN, or provider for renewal.
• Communicates with pharmacies and patients to clarify prescription questions or concerns.
• Initiates and follows up on pre-authorizations and appeals, arranging 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.
• Stays current on best practices, policies, and protocols, including workflow updates and FOCUS trainings.
• Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies.
• Assists with special projects, reports, and activities, ensuring accuracy and completeness.
• Serves as an NYU Langone Health Faculty Group Practice Brand Ambassador, upholding the 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, clearly communicating each step of the interaction.
• Works collaboratively to ensure a positive experience and timely resolution for all patient interactions.
• Proactively anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify).
• Shares ideas for improving patient experience and access with leadership.
• Partners with Patient Access Center and Central Billing Office teams to support collaboration and positive patient experience.
• Ensures 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 team environment.

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 offers a comprehensive benefits and wellness package, including:

• Financial security benefits (retirement savings, life insurance, disability coverage).
• Generous time-off program.
• Employee resource groups for peer support.
• Holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care.

Pay

The salary range for this role is $56,876.40 annually. Actual salaries depend on factors such as experience, specialty, education, and hospital need.