Epic Practice Support Assistant

Position Summary:
We have an exciting opportunity to join our team as a Epic Practice Support Assistant.

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.

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)

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 required. 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.