NYU Grossman School of Medicine is hiring: Senior Medical Secretary (FGP) in New

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. Equity and inclusion are fundamental values at NYU Langone Health. We strive to be a place where our faculty, staff, and students of all identities can thrive, embracing inclusion, individual skills, ideas, and knowledge.

For more information, go to med.nyu.edu and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter and Instagram.

Position Summary

We have an exciting opportunity to join our team as a Senior Medical Secretary (FGP). In this role, the Senior Medical Secretary will perform 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.

Job Responsibilities

• Schedules appointments for visits, treatments, and surgical procedures.
• Reviews appointment confirmation responses and manages waitlists.
• Communicates with 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

• Schedules surgeries in EPIC.
• Prepares the daily schedule and manages the OR template. Creates and sends calendar invites.
• Discusses surgical appointment details including arrival time, fasting instructions, and other expectations.
• Scans all necessary documents related to the surgical appointment.
• Reviews chart to ensure all required elements are in EPIC (Labs, medical clearance, EKG, etc.).
• 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 proper person).
• Answers phones and screens incoming calls. Provides information, takes messages, or redirects calls appropriately.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• Prioritizes assignments to complete work timely amid workload changes and deadlines.
• Demonstrates communication skills with patients, physicians, nurses, and staff in various formats.
• Participates in training staff in registration and office policies and responsibilities; may assist, guide, or train less senior staff.

• Reviews all assigned in-basket messages and patient emails before routing to the appropriate provider, including staff messages and appointment notifications.
• Provides patients with non-clinical instructions for upcoming appointments/procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines for importing outside documents (results, records, forms).
• Reviews the waitlist periodically and ensures patients are called and offered appointments.
• Reschedules patients when physicians are out or schedules are blocked.
• Organizes and distributes mail and faxes.
• Has general knowledge of the practice/physician specialty, including conditions and treatments and scheduling scripts.
• Manages the physician calendars, including creating and sending 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 appropriate information within EPIC.
• Completes forms legibly and accurately. Routes 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 satisfaction, or refers to more senior staff. Maintains confidentiality of privileged matters and refers medical questions to RN/provider.
• Refs Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, manuscripts, and other documents as needed. Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in the EMR, and assigns tasks to RN, LPN, or Provider to evaluate and process renewal.
• Communicates with pharmacies and patients to clarify prescription questions/concerns, including patient demographics, insurance, and status. Refers prescription questions 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 workqueues.
• 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 personal and patient spaces, including waiting areas, and restocks supplies as needed.

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, states 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), escalating to leadership as appropriate.
• Shares ideas or opportunities to improve patient experience and access with appropriate leadership (e.g., optimizing provider schedules, minimizing delays, increasing engagement).
• Partners with Patient Access Center and Central Billing Office teams to support collaboration and a positive patient experience.
• Takes a proactive approach to ensure practice staff are versed in Access Agreement gold standard principles.

Minimum Qualifications

High School diploma and 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.

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 more than a place to work. We are an institution you can be proud of, with comprehensive benefits and wellness offerings. Our programs support career development, family, retirement goals, and holistic well-being across seven key areas: physical, mental, nutritional, sleep, social, financial, and preventive care. This description is not a contract and may be changed at any time. NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. Applications are completed online. View Know Your Rights: Workplace discrimination is illegal.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $41.38 - $71,159.92 annually. Actual salaries depend on experience, specialty, education, and hospital need. The listed range does not include bonuses, differential pay, or other compensation or benefits. To view the Pay Transparency Notice, please click here.