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 (APPs), and administrative professionals work collaboratively to ensure patients receive efficient access to specialist care while delivering an exceptional patient experience.

Every phone call to DBJS represents a patient seeking guidance, reassurance, and timely access to care. Our Patient Care Coordinators are often the first point of contact for our patients and play a vital role in creating a positive first impression while ensuring patients are connected to the care they need.

As our clinic continues to grow, we are seeking a Patient Care Coordinator who is passionate about customer service, enjoys working in a fast-paced environment, and takes pride in helping patients access the care they need.

Position Overview The Patient Care Coordinator plays a central role in coordinating patient access through high-volume telephone communication, appointment scheduling, and referral coordination.

This is a phone-intensive position where the majority of each workday is spent assisting patients over the telephone. Successful team members enjoy staying busy, are energized by consistent activity, and are comfortable managing a steady stream of incoming and outgoing calls while maintaining exceptional customer service, professionalism, and attention to detail.

The role functions similarly to a call-centre style setting within a healthcare setting. While efficiency is important, every patient interaction must remain respectful, compassionate, and patient-focused.

This position is ideal for individuals who enjoy structured workflows, clear performance expectations, continuous learning, and making a meaningful difference through exceptional customer service.

Success in this role is supported through a structured coaching model focused on quality, customer service, productivity, and continuous improvement. New team members participate in a progressive onboarding program, with responsibilities and performance expectations increasing gradually as knowledge, confidence, and competency develop. Regular coaching and feedback are provided to support long-term success and ensure every patient receives a consistently positive experience.

As DBJS continues to grow, successful Patient Care Coordinators will have opportunities to expand their knowledge, take on additional responsibilities, and grow within the organization.

Key Responsibilities

- Answer a high volume of incoming patient calls throughout the day.
- Coordinate consultations and follow-up appointments for Orthopaedic Surgeons and APPs.
- Make outbound calls to patients to schedule, confirm, reschedule, or update appointments.




- Provide patients with clear information regarding appointment preparation, imaging requirements, referrals, and next steps in their care.
- Escalate complex scheduling or patient concerns appropriately while maintaining a positive patient experience.
- Review and coordinate referral documentation, imaging reports, and supporting information required for patient appointments.
- Accurately enter and maintain patient information within the clinic's Electronic Medical Record (EMR) system.
- Manage assigned booking queues, follow-up activities, and scheduling priorities to ensure patients are contacted promptly.
- Balance multiple priorities while maintaining accuracy, professionalism, and efficiency.
- Collaborate closely with Orthopaedic Surgeons, APPs, and administrative colleagues to support efficient patient access and clinic operations.
- Follow established scheduling procedures, policies, quality standards, and performance expectations.

What Success Looks Like

Successful Patient Care Coordinators consistently demonstrate the ability to:

- Deliver exceptional customer service during every patient interaction.
- Manage a high volume of calls while remaining calm, organized, and professional.
- Demonstrate resilience and maintain a positive attitude during periods of sustained high call volume.
- Communicate confidently, clearly, and compassionately.
- Accurately schedule appointments and document patient information.
- Prioritize competing tasks while maintaining attention to detail.
- Take ownership of assigned work and follow through on outstanding tasks.
- Adapt to changing priorities while maintaining productivity.
- Contribute positively to a collaborative and supportive team environment.
- Welcome coaching and continuously seek opportunities to improve.

While productivity is important, quality, professionalism, and the patient experience will always remain our highest priorities.

This Position Is Well Suited For Individuals Who:

- Enjoy spending most of their workday speaking with people by phone.
- Thrive in structured, fast-paced environments with consistent daily activity.
- Enjoy working toward clearly defined goals while maintaining quality and patient satisfaction.
- Take pride in being dependable, organized, and detail-oriented.
- Remain composed and solution-focused during busy periods.
- Naturally demonstrate empathy while maintaining efficiency.




- Enjoy working collaboratively while taking ownership of individual responsibilities.

Qualifications

Required Qualifications

- A genuine commitment to delivering exceptional customer service and creating a positive patient experience.
- Experience working in a high-volume customer service, scheduling, intake coordination, or phone-based environment.
- Excellent verbal communication skills and professional telephone etiquette.
- Strong organizational skills with exceptional attention to detail.
- Demonstrated ability to manage multiple priorities while maintaining accuracy.
- Strong computer skills and confidence learning new software applications.
- Demonstrated reliability, professionalism, and accountability.

Preferred Qualifications
- Previous healthcare administrative experience.
- Experience using an Electronic Medical Record (EMR) system.
- Diploma or certificate in Office Administration, Medical Office Administration, or a related field.

Equivalent combinations of education, training, and relevant experience will also be considered.

Our Commitment to Your Success

At DBJS, we believe exceptional Patient Care Coordinators are developed through structured training, coaching, and ongoing support.

Our onboarding program is designed to progressively build confidence and competency in patient scheduling, communication, clinic workflows, and service excellence. Rather than expecting new team members to perform at full capacity immediately, responsibilities and productivity expectations increase gradually as knowledge and confidence develop.

Throughout onboarding and beyond, team members receive regular coaching, constructive feedback, and opportunities for continued learning. Our goal is to help every team member build confidence, develop professionally, and succeed while delivering an exceptional patient experience.

Our Hiring Process

At DBJS, we are committed to building a team of professionals who are passionate about delivering exceptional patient service and helping patients access high-quality orthopaedic care.

Our recruitment process is designed to identify candidates who will thrive in a high-volume, patient-focused environment. Candidates selected to proceed will be invited to complete the DBJS Patient Care Coordinator Assessment, followed by a structured interview. These steps allow us to better understand each candidate's communication style, customer service approach, problem-solving abilities, and overall suitability for the role.

Our goal is to provide every candidate with a fair, consistent, and thoughtful evaluation while ensuring those who join our team are well positioned for long-term success at DBJS.

We thank all applicants for their interest; however, only candidates selected to proceed to the next stage of the recruitment process will be contacted.

Work Location: In person

📌 Patient Care Coordinator (Ajax)
🏢 Durham Bone and Joint Specialists
📍 Ajax