Job Location : New York,NY, USA
Administrative/Office Support
New York, NY
ID: 1146194_RR00107022
Full-Time/Regular
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.
Position Summary: We have an exciting opportunity to join our team as a Medical Secretary (FGP) in Manhattan. In this role, the successful candidate performs administrative and clerical 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 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
Performs other duties as needed
Administrative Physician and Practice Support:
Demonstrates knowledge of the organization's patient experience expectations and Service Standards and incorporates them into 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
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 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 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
Performs other related duties as needed by providers and supervisor
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, stating 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), and escalates to leadership as appropriate
Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership
Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience
Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles
Minimum Qualifications: To qualify you must have a High School diploma. Must include one year of prior physician practice experience and knowledge of medical terminology or the equivalent combination of education and experience. Written and oral communication skills. Excellent organizational skills and the ability to prioritize multiple tasks, projects and assignments. Exceptional attention to detail and accuracy. Proficiency in Microsoft Office and EHR (EPIC preferred). 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.
Preferred Qualifications: Intermediate knowledge of computer-based scheduling, appointment programs or EPIC EHR system 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 far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and