Faculty Group Practice Secretary I - Intake/Scheduler - Gastroenterology - Manhattan
Tracking Code: 1133415_RR00095799
Position Summary:
We have an exciting opportunity to join our team as a Faculty Group Practice Secretary I - Intake/Scheduler - Gastroenterology 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 phone.
- Answers patient questions and/or properly refers questions and issues to the appropriate contact.
- Optimizes provider schedules and patient access by establishing and maintaining efficient scheduling templates.
- Promotes a positive patient experience throughout all patient interactions in person or by phone or other media.
- Ensures availability of treatment information by retrieving and updating patient records.
- Verifies insurance information and obtains information needed to schedule and bill for services.
- Maintains office inventory and equipment by anticipating supply needs and expediting supply orders.
- Performs other duties as needed.
Administrative Responsibilities:
• Responsible for greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collection.
• Monitors Department Appointment Report (DAR) for checkmate “kick-outs”, appointment notes, insurance flags, and/or patients who need further assistance.
• Gathers 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 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.
• Enrolls patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo.
• Promotes the utilization of Check Mate kiosks. Greets and assists patient in using the checkmate kiosk when needed.
• Scans 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 documents. Reports errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management to facilitate timely resolution.
• Monitors waiting areas to identify and communicate wait times.
• Performs check-out functions including providing after visit summary information, scheduling follow-up visits, procedures and referrals, and collecting any time-of-service payments as needed. Promotes the use and sign-up of MyChart.
• Answers phone calls and requests in a professional and patient friendly manner.
• Schedules routine appointments and follow-ups for visits.
• On subsequent visits or calls, asks patients to verify demographic info and makes any necessary edits. Collects and/or asks patients to sign any missing patient related information.
• Answers patient questions to ensure understanding and patient satisfaction. Refers them, when necessary, to senior level staff or billing representative.
• Addresses patients and callers in a pleasant and professional manner while screening and/or handling calls. Takes messages or directs caller to appropriate person or area.
• Releases medical records in accordance with HIPPA and FGP ROI guidelines. Documents disclosures in EPIC and fulfills requests within a 10 day timeframe.
• Maintains patient privacy as it relates to HIPPA standards.
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.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership.
Minimum Qualifications:
To qualify you must have a High School Diploma. Excellent organizational, interpersonal and verbal and written communications skills and strong customer service orientation required. Basic knowledge of word processing, spreadsheet, database and Internet applications required. 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 and appointment programs strongly preferred.
Qualified candidates must be able to effectively communicate with all levels of the organization.
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.
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