SCO Appointment Agent

Southern California Orthopedic Institute

Job Description

Job Title: Appointment Agent

Department: Call Center

Reports to: Call Center Supervisor

FLSA Status: Non-Exempt 

Job Summary 

Provide exceptional customer service to patients and insurance carriers while scheduling appointments for consultations with all SCOI physicians in all office locations.

Essential Duties and Responsibilities 

• Act in a manner that is indicative of team spirit and cooperation. 
• Model behavior that supports the Mission, Vision and Values of Southern California Orthopedic Institute. 
• Report to work as scheduled each day. 
• Comply with SCOI policies and procedures. 
• Collaborate effectively with all levels of SCOI personnel, including physicians, managers, and ancillary departments to ensure smooth appointment scheduling. 
• Answer calls through the appointment ACD Path.
• Deliver outstanding customer service by providing knowledgeable and accurate information. 

• Schedule patients for consultations with SCOI physicians in all office locations. 
• Conduct an interview and gather crucial information from the patient, their insurance carrier and other relevant parties to offer optimal physicians’ choices and appointment scheduling for the patient’s injury or condition. 

• Injury 
• Condition 
• Insurance 
• Diagnostic Testing 
• Location 

• Registration of patient’s demographics 

• Create workers compensations cases 
• Establish cases requiring private authorization referral
• Registration of Adjuster and Nurse CaseManagers 

• Understanding Private and Workers Compensation Insurance to differentiate between work-related and non- work-related injuries.
• Adheres to physician-specific guidelines when scheduling appointments for:

• New private patients
• New worker’s compensation patients 
• New IPA/HMO 
• QME, Panel QME, AME, IME, AOE-COE 
• Med/ Legals
• Follow up visits 
• Limited post ops 

• Some injections 

• Schedule appointments directly with insurance carriers.
• Understanding the insurance matrix and staying current with the evolving Physician/Payer contracts. 
• Communicate with adjusters, nurse case managers and defense attorneys concerning workers compensation needs.
• Emails and or next day add-ons.
• Send daily workers compensation status updates via fax within 24 hours of the DOS. 
• May be asked to perform other duties.