NYU Grossman School of Medicine is hiring: Secretary I Intake/Scheduler (FGP) *B

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 at its core 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 exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

Position Summary

We have an exciting opportunity to join our team as a Secretary I Intake/Scheduler (FGP) Brooklyn.

In this role, the successful candidate in the Faculty Group Practice Sec I 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.

Job Responsibilities

• Greets patients professionally both in person and on the phone
• Answers patient questions and/or properly refers questions and issues to the appropriate contact
• Optimizes provider schedules and patient access by establishing and maintaining efficient scheduling templates
• Promotes a positive patient experience throughout all patient interactions in person or by phone or other media
• Ensures availability of treatment information by retrieving and updating patient records
• Verifies insurance information and obtains information needed to schedule and bill for services
• Maintains office inventory and equipment by anticipating supply needs and expediting supply orders
• Performs other duties as needed

• Administrative Responsibilities
• Responsible for greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collection
• Monitors Department Appointment Report (DAR) for checkmate "kick-outs", appointment notes, insurance flags, and/or patients who need further assistance
• Gathers all patient demographic related data and materials from patients and/or their representatives; obtains insurance information, verifies eligibility electronically, and collects insurance referrals if applicable
• Advises and/or collects patient and financial related documents and policies for patient visits including HIPAA, NOPP, MSPQ, ABN, Non-Participating, etc., including obtaining signatures where appropriate
• Enrolls patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo
• Promotes the utilization of Checkmate kiosks and assists patients in using the kiosk when needed
• Scans documents into Epic; follows scanning guidelines and best practices for uploading outside documents; ensures scanned documents are placed in the correct location/order in Epic and with the correct document type
• Reports errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management for timely resolution
• Monitors waiting areas to identify and communicate wait times
• Performs check-out functions including providing after-visit summary information, scheduling follow-up visits, procedures and referrals, and collecting time-of-service payments as needed; promotes MyChart
• Answers phone calls and requests in a professional and patient-friendly manner
• Schedules routine appointments and follow-ups for visits
• On subsequent visits or calls, verifies demographic info and makes necessary edits; collects and/or signs missing patient information
• Answers patient questions to ensure understanding and satisfaction; refers to senior staff or billing representative when needed
• Addresses patients and callers in a pleasant and professional manner while screening and/or handling calls; takes messages or directs callers to the appropriate person or area
• Releases medical records in accordance with HIPAA and FGP ROI guidelines; documents disclosures in EPIC and fulfills requests within a 10-day timeframe
• Maintains patient privacy as it relates to HIPAA standards

• Refers inquiries regarding pre-authorizations/certifications to the appropriate person or area
• Monitors and completes patient front-end work queues to address missing information in a timely manner
• Monitors and completes assigned administrative in-basket messages in a timely manner and according to practice guidelines
• Remains current on best practices, policies and protocols (including workflow updates, trainings, and job-related tasks)
• Maintains cleanliness of personal and patient spaces, waiting areas, and stocks supplies as needed
• Demonstrates knowledge of the organization’s service standards and incorporates them into performance duties
• Provides forms and letters for patient and/or provider needs
• Maintains cooperative and professional relationships with physicians, nurses, office and clinical staff, and access center representatives when applicable
• Prioritizes assignments to complete work in a timely manner when workload changes
• Demonstrates communication skills with physicians, nurses and staff at various levels in person, over the phone, in writing and electronically
• Performs other related duties as needed by providers and supervisors

• 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
• Drives consistency in patient and colleague encounters by embodying the CARES principles (Connect, Align, Respond, Ensure, Sign-Off)
• Greets patients warmly, stating name and role, and clearly communicates each step of the care/interactions as appropriate
• Works with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries
• Anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify); escalates to leadership as appropriate
• Shares ideas to improve patient experience and access with leadership (e.g., scheduling optimization, reducing delays, enhancing staff engagement)
• Partners with Patient Access Center and Central Billing Office to support collaboration and a positive patient experience
• Ensures practice staff are versed in Access Agreement gold standard principles

Minimum Qualifications

High School Diploma required. Excellent organizational, interpersonal and verbal and written communications 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 team environment to pursue a positive patient care experience.

Preferred Qualifications

Intermediate knowledge of computer-based scheduling and appointment programs strongly preferred.

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

NYU Grossman School of Medicine provides its staff with a comprehensive benefits and wellness package. Our offerings support career development, family needs, retirement planning, and holistic well-being across seven key areas: physical, mental, nutritional, sleep, social, financial, and preventive care.

NYU Grossman School of Medicine 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 to be completed online. View Know Your Rights: Workplace discrimination is illegal

NYU Langone Health provides a salary range to comply with New York state Salary Transparency laws. The salary range for the role is $54,165.00 annually. Actual salaries depend on several factors such as experience, education, and hospital need. The stated range does not include bonuses, incentives, or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here