SCO Appointment Agent

Southern California Orthopedic Institute•Bakersfield, CA

12d

About The Position

The Appointment Agent provides exceptional customer service to patients and insurance carriers while scheduling consultations with Southern California Orthopedic Institute physicians across all office locations. The role gathers information about a patient’s injury or condition, insurance, diagnostic testing, and preferred location to identify suitable physician options and schedule appointments. It also handles patient and case registration, workers’ compensation coordination, insurance-related scheduling requirements, and communication with insurance and legal contacts.

Responsibilities

Act in a manner that demonstrates teamwork and cooperation and supports SCOI’s mission, vision, and values.
Report to work as scheduled and comply with SCOI policies and procedures.
Collaborate with physicians, managers, and ancillary departments to support smooth appointment scheduling.
Answer calls through the appointment ACD Path and provide knowledgeable, accurate information and outstanding customer service.
Interview patients and gather information about injury, condition, insurance, diagnostic testing, and location to determine appropriate physician options and scheduling.
Schedule consultations with SCOI physicians across all office locations, following physician-specific guidelines for new private patients, workers’ compensation patients, IPA/HMO patients, QME, Panel QME, AME, IME, AOE-COE, med-legal appointments, follow-up visits, limited post-ops, and some injections.
Register patient demographics and register adjusters and nurse case managers.
Create workers’ compensation cases and establish cases requiring private authorization referral.
Distinguish work-related from non-work-related injuries and understand private and workers’ compensation insurance.
Schedule appointments directly with insurance carriers.
Understand the insurance matrix and stay current with changing physician-payer contracts.
Communicate with adjusters, nurse case managers, and defense attorneys regarding workers’ compensation needs.
Handle emails and next-day add-ons.
Send daily workers’ compensation status updates by fax within 24 hours of the date of service.
Perform other duties as requested.