Secretary -Intake​/Scheduler; FGP), Brooklyn Heights - Multispeciality

Overview

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 physicians and scientists who have helped shape medical history and improve lives. An integral part of NYU Langone Health, the school is committed to improving the human condition through medical education, scientific research, and direct patient care. At NYU Langone Health, equity and inclusion are fundamental values.

We strive to be a place where faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

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.

• Schedules appointments for visits, treatments, and procedures.
• Reviews appointment confirmation responses and manages waitlists.
• Communicates with patients about upcoming visits, including instructions, preparation, and required forms.
• Obtains authorizations for services as needed.
• Answers calls and takes messages; routes questions to appropriate contacts in a clear and timely manner.
• Handles faxes and mail; prepares standard letters and forms as needed.
• Demonstrates knowledge of patient experience expectations and Service Standards and incorporates them into duties.
• Supports patient access activities (greets patients, collects information, answers questions, directs requests to the proper individual).
• Answers phones and screens calls; provides information, takes messages, or redirects as appropriate.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• Prioritizes assignments to complete work in a timely manner amid changes in workload and deadlines.
• Communicates information to patients, physicians, nurses, and staff in person, by phone, in writing, and electronically.
• Participates in training staff in registration and office policies; may assist, guide, or train less senior staff.
• Reviews in-basket messages and patient emails before routing to the appropriate provider.
• Provides patients with non-clinical instructions for upcoming appointments or procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines for importing outside documents (results, records, forms).
• Manages waitlists and reschedules patients when needed.
• Organizes and distributes mail and faxes; understands practice/physician specialty basics and scheduling scripts.
• Manages physician calendars, creates and sends calendar invites.
• Releases medical records in accordance with HIPAA and 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 information within Epic.
• Completes forms legibly; forwards items requiring clinical information to appropriate clinical staff; secures signatures and forwards documents to correct destinations.
• Follows up with physicians on outstanding messages related to patient care.
• Answers patient questions to ensure understanding and satisfaction; maintains patient confidentiality; refers medical questions to RN/provider.
• Refers surgical and infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, labels, and correspondence; reviews work for accuracy and completeness.
• Processes prescription refill requests with pharmacy coordination and routes to RN/LPN/Provider as needed.
• Communicates with pharmacies and patients to clarify prescription questions related to demographics, insurance, and status; refers prescription 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; documents referrals in Epic.
• Collaborates with other NYU Langone sites to ensure seamless continuity of care.
• Stays current on best practices, policies, and protocols including workflow updates and trainings.
• Maintains cleanliness of personal and patient spaces and restocks supplies as needed.
• Communicates scheduling instructions and status updates to patients; addresses questions about upcoming appointments and referrals/authorizations.
• Assists with special projects, reports, and activities; escalates issues to supervision as needed.

• Acts as a brand ambassador upholding the NYU Langone Health mission, vision, and values; promotes excellence in patient experience.
• Supports consistent patient and colleague encounters by applying service principles.
• Greets patients professionally, clearly communicates steps of care, and collaborates to resolve inquiries in person, by phone, or electronically.
• Anticipates patient needs and…