Front Desk Lead & Medical Scheduler II

NYU Grossman School of Medicine; New York (NY); On-site; USD 62,000 - 63,000; Full time

Job summary

NYU Grossman School of Medicine is seeking a Secretary Intake/Scheduler II to support front-end operations in a busy outpatient setting. You will greet patients, schedule appointments, verify insurance, and help with registration and intake processes.

In this role, you’ll lead front desk activities, train new hires, and ensure accurate data entry in Epic while maintaining HIPAA compliance and a patient-first experience throughout every interaction.

Qualifications

• High School diploma required; clerical experience preferred.
• Three years of secretarial/clerical experience requested.
• Experience with medical scheduling and front desk operations is ideal.

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.
• Serve as a lead in front desk operations by being the primary trainer and supporting the onboarding of new front desk employees.
• 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 (ID card, member/group #s, etc.), verifies insurance eligibility electronically and collects insurance referral 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 Check Mate kiosks. Greets and assists patient in using the checkmate kiosk when needed.
• Scans all necessary documents into Epic. Follows scanning guidelines and best practices for uploading outside documents- results, records, forms, etc. Ensures scanned documents are scanned to the correction location/order in Epic and with the correct document type to facilitate ease of locating documents.
• Reports errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management to facilitate 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 any time-of-service payments as needed. Promotes the use and sign-up of 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, asks patients to verify demographic info and makes any necessary edits. Collects and/or asks patients to sign any missing patient related information.
• Answers patient questions to ensure understanding and patient satisfaction. Refers them, when necessary, to senior level staff or billing representative.
• Addresses patients and callers in pleasant and a professional manner while screening and/or handling calls. Takes messages or directs caller to 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 all inquiries regarding pre-authorizations/certifications to the appropriate person or area.
• Monitors and completes patient front-end work queues to address any pre or post visit 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 latest best practices, policies and protocols (including workflow updates, FOCUS trainings, and job-related tasks).
• Maintains cleanliness of both personal and patient space, including waiting areas and restocks supplies as needed.
• Demonstrates knowledge of the organizations service standards and incorporates them into the performance duties.
• Provides material such as forms and letters for appropriate patient and/or provider needs.
• Maintains cooperative and professional relationships with physicians, nurses and office and clinical staff as well as access center representatives when applicable.
• Exercises skill in prioritizing assignments in order to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements and/or heavy workload.
• Demonstrates communication skills: Using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses and staff at various levels; in person, over the phone, in writing and in electronically sent messages.
• Performs other related duties as needed by providers and supervisors.

Skills

Scheduling

Front desk operations

Customer service

HIPAA compliance

Epic system experience

Education

High School diploma

Tools

Epic

Check Mate kiosks

Job description

NYU Grossman School of Medicine is seeking a Secretary Intake/Scheduler II to support front-end operations in a busy outpatient setting. You will greet patients, schedule appointments, verify insurance, and help with registration and intake processes.

In this role, you’ll lead front desk activities, train new hires, and ensure accurate data entry in Epic while maintaining HIPAA compliance and a patient-first experience throughout every interaction.