Secretary I - Intake/Scheduler, FGP -… at NYU Langone… · Patchogue

Summary: NYU Langone Health is a major regional healthcare resource committed to medical education and research. The Secretary I - Intake/Scheduler role involves providing front-desk support for clinical intake operations, including scheduling appointments and managing patient communications.

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

Required Qualifications:
- High School or equivalent
- Excellent organizational skills
- Excellent interpersonal skills
- Excellent verbal and written communications skills
- Strong customer service skills
- Ability to complete multiple tasks efficiently
- Ability to thrive in a team work environment
- Knowledge of Microsoft Office
- Knowledge of database and internet applications
- Light, accurate keyboarding skills

Preferred Qualifications:
- 6 months Physician practice office experience
- Knowledge of medical terminology
- Knowledge of EPIC Ambulatory

Required Skills: Microsoft Office, EPIC Ambulatory, Medical Terminology, Verbal and Written Communication

Benefits: Comprehensive benefits and wellness package, Financial security benefits, Generous time-off program, Employee resources groups for peer support, Holistic employee wellness program (seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care), Support employees receive goes beyond a standard benefit offering, Access to financial security benefits, a generous time-off program and employee resources groups for peer support