Secretary I-Intake/Scheduler

Secretary I-Intake/Scheduler (FGP) ManhattanNYU 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 at its core 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 Secretary I-Intake/Scheduler (FGP) in Manhattan. In this role, the successful candidate will perform a variety of front-end administrative tasks to support practice operations including greeting patients, answering calls, scheduling patient appointments and other administrative duties as needed.Job Responsibilities:Greets patients professionally both in person and on the phoneAnswers patient questions and/or properly refers questions and issues to the appropriate contactOptimizes provider schedules and patient access by establishing and maintaining efficient scheduling templatesPromotes a positive patient experience throughout all patient interactions in person or by phone or other mediaEnsures availability of treatment information by retrieving and updating patient recordsVerifies insurance information and obtains information needed to schedule and bill for servicesMaintains office inventory and equipment by anticipating supply needs and expediting supply ordersPerforms other duties as neededAdministrative Responsibilities:Responsible for greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collectionMonitors Department Appointment Report (DAR) for checkmate "kick-outs", appointment notes, insurance flags, and/or patients who need further assistanceGathers all patient demographic related data and materials from patients and/or their representatives. Obtains insurance information (ID card, member/group #s, etc.), verifies insurance eligibility electronically and collects insurance referral if applicableAdvises and/or collects patient and financial related documents and policies for patient visits including HIPAA, NOPP, MSPQ, ABN, Non-Participating, etc. including obtaining signatures where appropriateEnrolls patients above the age of 5 to Patient Secure by obtaining the palm scan and a photoPromotes the utilization of CheckMate kiosks. Greets and assists patient in using the checkmate kiosk when neededScans all necessary documents into Epic. Follows scanning guidelines and best practices for uploading outside documents- results, records, forms, etc. Ensures scanned documents are scanned to the correct location/order in Epic and with the correct document type to facilitate ease of locating documentsReports errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management to facilitate timely resolutionMonitors waiting areas to identify and communicate wait timesPerforms check-out functions including providing after visit summary information, scheduling follow-up visits, procedures and referrals, and collecting any time-of-service payments as neededPromotes the use and sign-up of MyChart:Answers phone calls and requests in a professional and patient friendly mannerSchedules routine appointments and follow ups for visitsOn subsequent visits or calls, asks patients to verify demographic info and makes any necessary editsCollects and/or asks patients to sign any missing patient related informationAnswers patient questions to ensure understanding and patient satisfactionRefers them, when necessary, to senior level staff or billing representativeAddresses patients and callers in pleasant and a professional manner while screening and/or handling callsTakes messages or directs caller to appropriate person or areaReleases medical records in accordance with HIPPA and FGP ROI guidelinesDocuments disclosures in EPIC and fulfills requests within a 10 day timeframeMaintains patient privacy as it relates to HIPAA standardsRefers all inquiries regarding pre-authorizations/certifications to the appropriate person or areaMonitors and completes patient front-end work queues to address any pre or post visit missing information in a timely mannerMonitors and completes assigned administrative in basket messages in a timely manner and according to practice guidelinesRemains 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 neededDemonstrates knowledge of the organization's service standards and incorporates them into the performance dutiesProvides material such as forms and letters for appropriate patient and/or provider needsMaintains cooperative and professional relationships with physicians, nurses and office and clinical staff as well as access center representatives when applicableExercises 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 heavy workloadDemonstrates communication skills: using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses and staff at various levels; in person, over the phone, in writing and in electronically sent messagesPerforms other related duties as needed by providers and supervisorsPatient 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 encounterDrives 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 appropriateWorks 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 messagingProactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriateShares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. 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 experienceTakes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principlesMinimum Qualifications:To qualify you must have a High School DiplomaExcellent organizational, interpersonal and verbal and written communications skills and strong customer service orientation requiredBasic knowledge of word processing, spreadsheet, database and Internet applications requiredLight, accurate keyboarding skills requiredAbility to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experiencePreferred Qualifications:Intermediate knowledge of computer-based scheduling and appointment programs strongly preferredQualified candidates must be able to effectively communicate with all levels of the organizationNYU Grossman School of Medicine is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.