Epic Practice Support Assistant (Manhattan/Brooklyn Float Pool)

NYU 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. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

For more information, go to med.nyu.edu, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Epic Practice Support Assistant (Manhattan/Brooklyn Float Pool).

Under the general direction of the Assistant Director for FGP Ambulatory Access Optimization and Operations and the assigned practice manager/office supervisor, the FGP Epic Practice Support Assistant will report to assigned FGP practices within the pre-determined and agreed upon region. This position is responsible for registering and scheduling patients in the EPIC system, scheduling procedures and tests, organizing daily patient schedules, triaging incoming patient reports to appropriate locations, answering phones, obtaining and documenting insurance information and facilitating physician and patient administrative needs. The FGP Epic Practice Support Assistant serves as a representative of our corporate office and should embody empathy, rapport, courtesy, and professionalism with patients and colleagues.
Along with promoting excellent customer service in our faculty group practices and ambulatory centers, this position also will be assigned to assist with the implementation of Epic at new sites. Tasks include appointment migration, at-the-elbow Epic support, and day-to-day practice operations support at our new practices joining the NYULH network. Additionally. the FGP Epic Practice Support Assistant may be asked to assist with projects that promote best practice initiatives and overall NYU Langone policies and procedures. These projects can be within the assigned region and from our main office in midtown Manhattan.

Job 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.

Promotes the utilization of Check Mate kiosks. Greets and assists patient in using the checkmate kiosk when needed.

Scans all necessary documents into Epic following scanning guidelines and best practices for uploading outside documents.

Monitors waiting areas to identify and communicate wait times

Performs check-out functions including, 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.

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.

Maintains patient privacy as it relates to HIPPA standards.

Completes patient front-end work queues to address any pre or post visit missing information in a timely manner.

Remains current on latest best practices, policies and protocols (including workflow updates, FOCUS trainings, and job-related tasks)

Demonstrates knowledge of the organizations service standards and incorporates them into the performance duties.

Maintains cooperative and professional relationships with physicians, nurses and office and clinical staff as well as access center representatives when applicable.

Exercises skill in prioritizing duties in order to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements and/or heavy workload.

Demonstrates 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 messages.

Assist new practices in acclimating to Epic EMR system and NYU Langone policies and procedures while promoting best practice workflows for Check Mate, Patient Secure, MyChart, etc.

Performs other related duties as assigned.

Additional Position Specific Responsibilities:
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)
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 management.

Minimum Qualifications:
To qualify you must have a Highschool or eqv. Associates degree preferred. Experience and competency with varied computer hardware and software, including practice management systems, word processing, spreadsheet, database, scheduling, communications . Training on appropriate practice management systems will be provided. Knowledge of insurance companies, office visit and procedure policies to complete pre-authorization requirements. Ability to compose and edit logical, detailed, comprehensive and grammatically correct correspondence. Ability to effectively communicate with a wide variety of personnel including patients, families, physicians and staff. Knowledge of medical terminology. Ability to handle matters of highly confidential and sensitive nature. Ability to recognize and identify problems, recognize implications and propose alternative solutions. Skill in prioritizing assignments to complete work in a timely manner. Skill in working independently and in following through on assignments with minimal direction.

Preferred Qualifications:
AAS or similar degree.

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. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU 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. We require applications to be completed online.

View NYU Grossman School of Medicine's Equal Employment Opportunity (EEO) policy. Know Your Rights: Workplace discrimination is illegal.

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 $28.57 - $52,000.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. 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