Faculty Group Practice Patient Care Assistant

Job Summary

We are seeking a highly skilled and detail-oriented Patient Care Assistant to join our Faculty Group Practice at NYU Grossman School of Medicine. As a Patient Care Assistant, you will play a vital role in providing exceptional patient care and administrative support to our healthcare team.

Key Responsibilities

• Assist with administrative tasks, including reception, registration, and answering phones
• Escort patients to exam rooms and prepare rooms for provider visits
• Take vital signs and record them in the Electronic Medical Record
• Assist with the collection of lab specimens
• Support efficient patient workflows and maintain patient flow to and from exam/treatment rooms
• Ensure exam rooms and treatment areas are cleaned per infection control standards after each patient
• Communicate the functionality and purpose of MyChart to patients during intake
• Ensure the appropriate translation services or equipment is in place prior to the start of visit
• Prep the appropriate patient encounter ensuring that all relevant information for visit is up-to-date
• Review and import any necessary patient information prior to provider encounter
• Work with clinical team to ensure logbooks related to equipment, specimen collection, and other clinical safety measures are followed per FGP standards
• Maintain patient privacy as it relates to HIPPA standards
• Handle patient calls and document outcome of all patient communications as needed
• Assist with in-basket message management, including any necessary tasks related to patient medical advice requests
• Utilize EPIC functionality to review and update patient records
• Assist providers with procedure and/or set-up according to specialty
• Stock exam/treatment rooms and/or supply closets with medical supplies, linen, and medical equipment as needed
• Clean and sterilize designated equipment after use, according to FGP, IPC, and manufacturer's standards
• Support FGP Clinical Quality Management by facilitating appropriate documentation and maintenance of clinical supplies and equipment
• Review appropriate downtime procedures as it relates to patient visit
• Complete annual competencies, including Fire Safety, Hazardous Waste, Medsled, HIPPA compliance, etc.

Administrative Responsibilities

• Responsible for greeting patients and performing intake functions, including registration, forms collection, updating information, and co-payment collection
• Monitor Department Appointment Report (DAR) for checkmate "kick-outs", appointment notes, insurance flags, and/or patients who need further assistance
• Gather all patient demographic-related data and materials from patients and/or their representatives
• Obtain insurance information (ID card, member/group #s, etc.), verify insurance eligibility electronically, and collect insurance referral if applicable
• Advises 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 appropriate
• Enroll patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo
• Promote the utilization of Check Mate kiosks and assist patients in using the checkmate kiosk when needed
• Scan all necessary documents into Epic, following scanning guidelines and best practices for uploading outside documents
• Monitor waiting areas to identify and communicate wait times
• Perform check-out functions, including providing after-visit summary information, scheduling follow-up visits and referrals, and collecting any time-of-service payments as needed
• Promote the use and sign-up of MyChart
• Answer phone calls and requests in a professional and patient-friendly manner
• Schedule routine appointments and follow-ups for visits
• On subsequent visits or calls, ask patients to verify demographic information and make any necessary edits
• Collect and/or ask patients to sign any missing patient-related information
• Answer patient questions to ensure understanding and patient satisfaction, referring them when necessary to senior-level staff or billing representatives
• Address patients and callers in a pleasant and professional manner while screening and/or handling calls
• Take messages or direct callers to the appropriate person or area
• Release medical records in accordance with HIPPA and FGP ROI guidelines, documenting disclosures in EPIC and fulfilling requests within a 10-day timeframe
• Maintain patient privacy as it relates to HIPPA standards
• Refer all inquiries regarding pre-authorizations/certifications to the appropriate person or area
• Monitor and complete patient front-end work queues to address any pre- or post-visit missing information in a timely manner
• Monitor and complete assigned administrative in-basket messages in a timely manner and according to practice guidelines
• Remain current on the latest best practices, policies, and protocols, including workflow updates, FOCUS trainings, and job-related tasks
• Maintain the cleanliness of both personal and patient space, including waiting areas, and restock supplies as needed
• Demonstrate knowledge of the organization's service standards and incorporate them into performance duties
• Provide materials such as forms and letters for appropriate patient and/or provider needs
• Maintain cooperative and professional relationships with physicians, nurses, and office and clinical staff, as well as access center representatives when applicable
• Exercise skill in prioritizing assignments to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements, and/or heavy workload
• Demonstrate communication skills, using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses, and staff at various levels

Patient Experience and Access

• Serve 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
• Drive 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)
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate
• Work 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 anticipate patient needs and participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalate to leadership as appropriate
• Share ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership
• Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience
• Take a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles

Requirements

• High school graduate or equivalent required
• Working knowledge of English evident in verbal, reading, and writing abilities; other language an asset
• Demonstrated ability in computer skills
• Minimum of one year of experience as a Patient Care Assistant or Medical Assistant within the last two years
• Ability to complete multiple tasks efficiently and thrive in a team work environment that pursues a positive patient care experience

Preferred Qualifications

• Medical Assistant certification preferred
• Proficiency in venipuncture and phlebotomy preferred

NYU Grossman School of Medicine is an Equal Opportunity Employer

We are 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.

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