Secretary I - Intake/Scheduler (FGP) - Manhattan, Float

NYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, it has trained thousands of physicians and scientists who have helped shape medical history and enrich people's lives. 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. Equity and inclusion are fundamental values for the institution. Position Summary Secretary I – Intake/Scheduler (FGP) – Manhattan, Float. The successful candidate will perform a variety of front‑end administrative tasks to support practice operations, including greeting patients, answering calls, scheduling appointments, and other administrative duties as needed. Job Responsibilities Schedules appointments for visits, treatments, and procedures. Reviews appointment confirmation responses and manages waitlists. Communicates with patients about upcoming visits, including instructions, preparation, and forms. Obtains authorizations for services as needed. Answers calls, takes messages, addresses questions, or routes messages to the appropriate contact. Handles faxes and mail. Prepares standard letters and forms as needed. Demonstrates knowledge of the organization’s patient experience expectations and Service Standards. Supports patient access activities by greeting patients, collecting information, answering questions, and directing requests to the proper individual. Maintains cooperative and professional relationships with physicians, nurses, and office staff. Prioritizes assignments to complete work in a timely manner during changes in workload or deadlines. Uses appropriate vocabulary and grammar when obtaining and conveying information to patients, physicians, nurses, and staff. Participates in training staff on registration and office policies and responsibilities. Assists, provides guidance, and/or trains 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 upcoming appointments or procedures. Promotes the use and sign‑up of MyChart. Follows scanning guidelines and best practices for importing outside documents. Reviews the waitlist periodically and ensures patients are called and offered appointments. Reschedules patients when physicians are out or blocks their schedules. Organizes and distributes mail and faxes. Has a general knowledge of the practice/physician specialty, including conditions, treatments, and scheduling scripts. Manages the physician’s calendars, including creating and sending calendar invites. Releases medical records in accordance with 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 the correct destination. Follows up with the physician on any outstanding messages related to patient care. Answers patient questions to ensure understanding and satisfaction, or refers them to a more senior staff member. Maintains confidentiality on privileged matters; refers all questions or queries related to medical diagnosis or treatment to RN/provider. Refers surgical and infusion scheduling to Senior Medical Secretary. Prepares routine memorandum letters, labels, 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 and process renewal. Communicates with pharmacies and patients to clarify prescription questions and concerns. Initiates and follows up on pre‑authorizations, appeals, and arranges peer‑to‑peer communication when required. Manages the 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. Maintains cleanliness of personal and patient spaces, including waiting areas and restocks supplies as needed. Communicates with patients regarding scheduling instructions, updates, and status of referrals or authorizations. Assists with the completion of special projects, reports, and activities; ensures requested information is accurate and complete; brings any problems or questions to supervisor attention. Patient Experience and Access Serves as NYU Langone Health Faculty Group Practice Brand Ambassador, upholding the NYULH Mission 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 the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off). Greets patients warmly, introduces self, and clearly communicates each step of care or interaction; collaborates with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries. Proactively anticipates patient needs and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify). Shares ideas or observed areas of opportunity to improve patient experience and access with appropriate leadership. Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote positive patient experience. Takes a proactive approach to ensure practice staff are fully versed in the Access Agreement gold‑standard principles. Performs other related duties as needed by providers and supervisor. Minimum Qualifications High School Diploma or equivalent, required. Excellent organizational, interpersonal, and verbal and written communication skills with a strong customer service orientation. Basic knowledge of word processing, spreadsheet, database, and Internet applications. Light, accurate keyboarding skills. Ability to complete multiple tasks efficiently and thrive in a teamwork environment that promotes a positive patient care experience. Preferred Qualifications Intermediate knowledge of computer‑based scheduling and appointment programs. Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Grossman School of Medicine is an equal‑opportunity employer committed to inclusion in all aspects of recruiting and employment. Applications are required to be completed online. Salary Range: $56,873.25 – $56,873.25 annually. Actual salaries depend on experience, education, and hospital need. The salary range does not include bonuses or other forms of compensation or benefits. #J-18808-Ljbffr NYU Grossman School of Medicine