NYU Grossman School of Medicine is hiring: Senior Medical Secretary - Manhattan

Overview

NYU Grossman School of Medicine is one of the nations 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 our talented faculty, staff, and students of all identities can thrive. We embrace inclusion, individual skills, ideas, and knowledge.

Position Summary: We have an exciting opportunity to join our team as a Senior Medical Secretary - Manhattan. The Senior Medical Secretary performs administrative and surgical coordination tasks to support daily practice operations. This role is responsible for scheduling patient visits and procedures in collaboration with other areas within the Medical Center, handling patient phone calls, and maintaining efficient provider schedules.

Responsibilities

• Schedules appointments for visits, treatments, and surgical 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
• Performs other duties as needed

Administrative Physician and Practice Support

• Schedule surgeries in EPIC
• Prepares the daily schedule and manages the OR template. Create and send calendar invites
• Discuss surgical appointment details including arrival time, fasting instructions, and other expectations
• Scan all necessary documents related to the surgical appointment
• Review chart to ensure all required elements are in EPIC (Labs, medical clearance, EKG, etc.)
• Demonstrate knowledge of patient experience expectations and Service Standards and incorporate them into duties
• Support patient access activities (greets patients, collects information, answers questions, directs requests to proper individuals, etc.). Answer phones and screen incoming calls
• Maintain cooperative and professional relationships with physicians, nurses, and office staff
• Prioritize assignments to complete work in a timely manner when workload changes
• Demonstrate effective communication with patients, physicians, nurses, and staff at various levels
• Participate in training staff in registration and office policies and responsibilities; may assist or train less senior staff
• Review all assigned in-basket messages and patient emails; route to appropriate provider
• Provide patients with non-clinical instructions for upcoming appointments/procedures
• Promote the use and sign-up of MyChart
• Follow scanning guidelines for importing outside documents
• Review waitlist periodically and call patients to offer appointments
• Reschedule patients when physicians are out or unavailable
• Organize and distribute mail and faxes
• Maintain general knowledge of practice/physician specialty, scheduling scripts
• Manage physician calendars including creating and sending calendar invites
• Release medical records in accordance with HIPAA and ROI procedures; document disclosures in Epic and fulfill requests within a 10-day timeframe
• Process incoming and outgoing documents via paper and electronic records; scan, upload, and forward information within Epic
• Complete forms legibly and accurately; forward areas requiring clinical information to LPN, RN, or Licensed Provider; obtain signatures and route to correct destination
• Follow up with the physician on outstanding messages related to patient care
• Answer patient questions to ensure understanding and satisfaction; refer complex questions to RN/provider as needed
• Refer surgical and infusion scheduling to Senior Medical Secretary
• Prepare routine memoranda, letters, labels, and other documents; review work for accuracy and completeness
• Process prescription refill requests by locating prescriptions in EMR and coordinating with RN, LPN, or Provider
• Communicate with pharmacies and patients to clarify prescription questions and concerns; refer questions to RN/LPN/Provider as needed
• Initiate and follow up on pre-authorizations and appeals; arrange peer-to-peer communication when required
• Responsible for Patient, Referral and Authorization work queues
• Obtain and document referrals received in EPIC
• Collaborate with other NYU Langone sites to ensure seamless continuation of care
• Remain current on best practices, policies, and protocols (including workflow updates and trainings)
• Maintain cleanliness of personal and patient spaces, including waiting areas, and restock supplies as needed

Patient Experience and Access

• Serve as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision, and values and promoting excellence in the patient experience
• Drive consistency in patient and colleague encounters by embodying the CARES principles (Connect, Align, Respond, Ensure, and Sign-Off)
• Greet patients warmly and professionally; clearly communicate each step of the care process
• Work collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions
• Anticipate patient needs and participate in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify); escalate to leadership when appropriate
• Share ideas to improve patient experience and access with leadership
• Partner with Patient Access Center and Central Billing Office teams to support a positive patient experience
• Ensure staff are versed in Access Agreement gold standard principles

Minimum Qualifications

High School diploma required. Three years of relevant medical clerical experience, including prior physician practice experience and knowledge of medical terminology. Light, accurate keyboarding skills required. Excellent organizational, interpersonal, and communication skills required.

Preferred Qualifications

Background in computer literacy preferred.

Qualified candidates must be able to effectively communicate with all levels of the organization.

Benefits and Equal Opportunity

NYU Grossman School of Medicine provides its staff with a comprehensive benefits and wellness package to support all stages of life, career development, family needs, and retirement planning. NYU Langone Health is an equal opportunity employer and commits to inclusion in all aspects of recruiting and employment. View Know Your Rights: Workplace discrimination is illegal.

Salary Information

Salary range: $75,327.00 per year. Actual salary depends on experience, specialty, education, and hospital need. This range may not include bonuses or other forms of compensation.