Intake & Scheduling Secretary — Front Desk

NYU Langone Health; Town of Riverhead (NY); On-site; USD 51,000 - 63,000; Full time

Job summary

NYU Langone Health in Westhampton, NY, seeks a Secretary I - Intake/Scheduler, FGP to support the Faculty Group Practice. You will greet patients, schedule visits, obtain authorizations when needed, and handle non-clinical tasks to ensure a smooth patient experience.

This role requires strong organizational and customer-service skills, proficiency with basic computer systems, and the ability to manage busy calendars while upholding HIPAA standards.

Qualifications

• To qualify you must have a High School Diploma.
• 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 work environment which pursues a positive patient care experience.

Responsibilities

• Schedules appointments for visits, treatments, and 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.
• Administrative Physician and Practice Support
• Demonstrates knowledge of the organization's patient experience expectations and Service Standards and incorporates them in to the performance of duties.
• Supports patient access activities (i.e. greets patients, collects information, answers questions, requests for assistance are directed to proper individual, etc.).
• Answers phones and screens incoming calls. Provides information, take messages, or redirects calls to the appropriate person.
• Maintains cooperative and professional relationships with physicians, nurses, and office staff.
• 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 a heavy workload.
• Demonstrates communication skills: using appropriate vocabulary and grammar when obtaining and conveying information to patients, physicians, nurses, and staff at various levels; in person, over the phone, in writing, and in electronically sent messages.
• Participates in training staff in registration and office policies and responsibilities.
• May assist, provide guidance and/or train less senior staff.
• Reviews all assigned in-basket messages and patient emails before routing to the appropriate provider which includes staff messages, appointment notifications, etc.
• Provides patients with non-clinical instructions for any upcoming appointments/procedures.
• Promotes the use and sign-up of MyChart.
• Follows scanning guidelines and best practices for importing outside documents- results, records, forms, etc.
• Reviews the waitlist periodically and ensures patients are being called and offered appointments.
• Responsible for rescheduling patients when physicians are out or blocking their schedules.
• Organizes and distributes mail and faxes.
• Has a general knowledge of the practice/physician specialty including conditions and treatments and scheduling scripts.
• Manages the physician's calendars including creating and sending calendar invites.
• Releases medical records in accordance of HIPAA and FGP 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. Forwards 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 patient satisfaction, or refers them to more senior level staff.
• Maintains confidentiality on matters to which they are privileged. Refers all questions/queries related to medical diagnosis or treatment to RN/provider.
• Refers Surgical and Infusion scheduling to Senior Medical Secretary.
• Prepares routine memoranda letters, labels, routine manuscripts, correspondence and other documents as needed.
• Reviews work for accuracy and completeness.
• Receives prescription refill requests, locates requested prescription in EMR, and tasks RN, LPN, or Provider to evaluate, set up and/or process for renewal.
• Communicates with pharmacies and patients to clarify prescription questions and/or concerns, related to patient demographic, insurance, and status information. Refers questions related to prescription information to RN/LPN/Provider.
• Initiates and follows-up on pre-authorizations and appeals and arranges peer-to-peer communication when require.
• Responsible for Patient, Referral and Authorization work queues.
• 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 both personal and patient space, including waiting areas and restocks supplies as needed.
• Communicates with patients, providing all scheduling instructions, clarification, updates on status or changes and answering related questions for any upcoming appointments/procedures. Communicate with patients regarding status of referrals and/or authorization.
• Assists with the completion of special projects, reports and activities. Ensures requested and related information is accurate and complete. Brings any problems or questions to supervisor attention.

Skills

Excellent organizational skills

Interpersonal skills

Verbal and written communications

Strong customer service orientation

Light keyboarding skills

Education

High School Diploma

Tools

Word processing

Spreadsheet

Database

Internet applications

Job description

NYU Langone Health in Westhampton, NY, seeks a Secretary I - Intake/Scheduler, FGP to support the Faculty Group Practice. You will greet patients, schedule visits, obtain authorizations when needed, and handle non-clinical tasks to ensure a smooth patient experience.

This role requires strong organizational and customer-service skills, proficiency with basic computer systems, and the ability to manage busy calendars while upholding HIPAA standards.