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Position Summary:
We have an exciting opportunity to join our team as a Faculty Group Practice Medical Secretary.

The Medical Secretary 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 the 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 (e.g., greets patients, collects information, answers questions, requests for assistance are directed to the proper individual, etc.)
• Answers phones and screens incoming calls; provides information, takes messages, or redirects calls to the appropriate person
• Maintains cooperative and professional relationships with physicians, nurses, and office staff
• Exercises skill in prioritizing assignments to complete work promptly 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
• Review all assigned in-basket messages and patient emails before routing them to the appropriate provider, which includes staff messages, appointment notifications, etc.
• Provide 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.
• Review the waitlist periodically and ensure 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 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 correct destination
• Follow 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 the 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 work queues
• Obtains and documents referrals received in EPIC
• Collaborates with other NYU Langone sites to ensure seamless continuation of care
• Remains current on the latest best practices, policies, and protocols, including workflow updates, FOCUS training, 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; communicates with patients regarding the 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 the 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
• Share ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
• 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 including 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 teamwork environment which pursues a positive patient care experience.

Preferred Qualifications:
Intermediate knowledge of computer-based scheduling appointment programs or EPIC EHR systems 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.

NYU Grossman School of Medicine is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Grossman School of Medicine's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York State Law on Salary Transparency in Job Advertisements. The salary range for the role is $63,332.88 - $63,332.88 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital needs. The salary range or contractual rate listed does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here

Required Skills

Required Experience