Durham Bone & Joint Specialists (DBJS) is a leading orthopaedic clinic dedicated to providing timely, high-quality care for patients with acute and chronic musculoskeletal conditions. Our team of Orthopaedic Surgeons, Advanced Practice Providers, and administrative professionals work collaboratively to ensure patients receive efficient access to specialist care.
As DBJS continues to grow, we are seeking a Patient Call Coordinator to support patient access through high-volume phone scheduling and coordination.
Position Overview:
The Patient Call Coordinator plays an essential role in connecting patients with the care they need. This is a phone-intensive position, where the majority of each workday is dedicated to answering incoming calls and coordinating patient appointments.
This role functions similarly to a call-centre environment within a healthcare setting, where efficiency, professionalism, and accuracy are essential. The successful candidate will be comfortable managing continuous phone activity while maintaining strong attention to detail and delivering clear, respectful communication with patients.
This role is well suited to individuals who enjoy structured, fast-paced work and consistent daily activity.
Key Responsibilities:
- Answer a high volume of incoming patient calls throughout the day
- Make outbound calls to patients to schedule, confirm, or update appointments
- Book consultations and follow-up appointments for Orthopaedic Surgeons and Advanced Practice Providers
- Provide clear information to patients regarding appointment details, imaging requirements, and next steps in care
- Coordinate the collection and verification of referral documentation and imaging reports
- Accurately update patient information and appointment details within the clinic’s EMR system
- Manage assigned booking queues and follow-up tasks to ensure timely patient scheduling
- Maintain accuracy, professionalism, and efficiency while managing competing priorities
- Work collaboratively with clinical and administrative staff to support patient access and clinic flow
- Follow established booking procedures, policies, and performance expectations
Successful Patient Call Coordinators typically:
- Maintain consistent call handling and booking activity throughout the shift
- Remain focused and productive during continuous phone-based scheduling
- Manage high call volumes while maintaining accuracy and professionalism
- Communicate clearly and confidently with patients
- Take ownership of assigned booking tasks and follow-ups
- Balance efficiency with empathy when assisting patients navigating care
This position is best suited for individuals who:
- Are comfortable spending most of the workday on the phone
- Enjoy structured, task-focused work environments
- Perform well in high-volume call handling or scheduling roles
- Thrive in environments with clear expectations and measurable outcomes
- Take pride in reliability, accuracy, and consistency
- Are able to remain calm and professional when assisting patients
Qualifications & Experience
- Experience working in a high-volume phone environment (call centre, medical scheduling, intake coordination, or customer service) strongly preferred
- Previous healthcare administrative experience is considered an asset
- Experience working with an Electronic Medical Record (EMR) system is required
- Strong verbal communication skills and professional phone etiquette
- Excellent attention to detail and organizational skills
- Ability to multitask while maintaining productivity in a fast-paced environment
- Diploma or certificate in Office Administration or a related field is considered an asset
Job Type: Full-time
Application question(s):
- A regular Saturday shift is part of this role. Can you commit to working on Saturdays?
- What is your expected hourly rate for this position?
- This role involves managing a high volume of patient calls throughout the day. Please describe your experience working in a phone-intensive role, including approximately how many calls or bookings you handled in a typical day and how you maintained efficiency and accuracy during busy periods.
Work Location: In person
