NYU Langone Health is hiring: Secretary IIntakeScheduler Manhattan in New York

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 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 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.

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 Secretary I-Intake/Scheduler - Manhattan.

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.

Responsibilities

• Schedules appointments for visits, treatments, and procedures.
• Reviews appointment confirmation responses and manages waitlists.
• Communicates with patients about upcoming scheduled visits, including instructions, preparation, and forms.
• Obtains authorizations for services as needed.
• Answers calls and takes messages; directs questions to appropriate contact in a clear and timely manner.
• Handles faxes and mail; prepares standard letters and forms as needed.

Administrative Physician and Practice Support

• Demonstrates knowledge of the organization’s patient experience expectations and Service Standards and incorporates them into duties.
• Supports patient access activities (greets patients, collects information, answers questions, routes requests to proper individuals).
• Answers phones and screens incoming calls; provides information 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 changing workloads and deadlines.
• Communicates with patients, physicians, nurses, and staff at various levels in person, over the phone, in writing, and electronically.
• Participates in training staff in registration and office policies; may assist 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/procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines for importing outside documents (results, records, forms).
• Reviews waitlists and ensures patients are called and offered appointments.
• Reschedules patients when physicians are out or blocking schedules.
• Organizes and distributes mail and faxes; has general knowledge of practice/physician specialty including conditions and treatments and scheduling scripts.
• Manages physicians’ 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 information within EPIC.
• Completes forms legibly and accurately; forwards areas requiring clinical information to LPN, RN, or Licensed Provider; secures signatures and forwards documents.
• Follows up with the physician on outstanding messages related to patient care; answers patient questions to ensure understanding and satisfaction.
• Maintains confidentiality; refers medical questions to RN/provider; refers surgical and infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda, letters, labels, manuscripts, and other documents; reviews work for accuracy and completeness.
• Receives prescription refill requests, locates prescriptions in EMR, and tasks RN, LPN, or Provider to evaluate and process renewals.
• Communicates with pharmacies and patients to clarify prescription questions; refers 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 work queues; documents referrals in EPIC; collaborates with NYU Langone sites to ensure continuity of care.
• Remains current on best practices, policies, and protocols; maintains cleanliness of spaces and restocks supplies as needed.
• Communicates with patients regarding scheduling instructions, status updates, and questions for upcoming appointments/procedures; assists with referrals and authorizations as needed.

Patient Experience and Access

• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador, upholding the mission, vision, and values and promoting excellence in patient experience.
• Drives consistency in patient and colleague encounters by embodying CARES principles (Connect, Align, Respond, Ensure, Sign-Off).
• Greets patients warmly, communicates steps of care/interactions, and works collaboratively to resolve inquiries in person, by phone, or via electronic messaging.
• Anticipates patient needs and participates in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify).
• Suggests improvements to patient experience and access; collaborates with leadership and colleagues.
• Partners with Patient Access Center and Central Billing Office to support a positive patient experience.
• Ensures staff are versed in Access Agreement standards and performs related duties as needed.

Minimum Qualifications

• High School Diploma.
• Excellent organizational, interpersonal, verbal and written communications; strong customer service orientation.
• Basic knowledge of word processing, spreadsheet, database, and Internet applications.
• Light, accurate keyboarding skills; ability to multitask in a team environment focused on patient care.

Preferred Qualifications

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

Note: 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; staff have access to financial security benefits, generous time off, employee resources groups, and a holistic wellness program focused on seven areas of well-being: 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 completed online.

View Know Your Rights: Workplace discrimination is illegal.

Salary: The salary range for the role is $54,165.00 - $54,165.00 Annually. Actual salaries depend on experience, education, and hospital need. This range does not include bonuses, differential pay, or other compensation.

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