Appointment Coordinator

Appointment Coordinator

The Appointment Coordinator serves as the first point of contact for patients seeking orthopaedic care at Michigan Orthopaedic Surgeons. This role is responsible for delivering an exceptional patient experience by coordinating appointments, answering high-volume inbound calls, and ensuring patients are connected with the right provider at the right time.

Success in this role requires excellent communication, strong organizational skills, attention to detail, and the ability to thrive in a fast-paced, team-oriented healthcare environment.

Key Responsibilities

Patient Access & Scheduling

• Schedule, reschedule, and confirm patient appointments.
• Coordinate care across multiple providers, specialties, and locations.
• Maintain provider schedules while maximizing appointment availability.
• Resolve scheduling conflicts using established scheduling guidelines.

Deliver Exceptional Patient Service

• Serve as the first point of contact for patients, caregivers, and referring offices.
• Answer high-volume inbound calls professionally and efficiently.
• Provide accurate information regarding appointments, office procedures, and next steps.
• Escalate patient concerns appropriately when needed.

Patient Registration & Documentation

• Verify patient demographics, insurance, and referral information.
• Maintain accurate documentation within the Electronic Health Record (EHR).
• Ensure scheduling accuracy and complete patient registration.

Team & Operational Support

• Maintain provider scheduling templates.
• Route messages to clinical teams.
• Support departmental initiatives and workflow improvements.
• Follow HIPAA, organizational policies, and quality standards.

What Success Looks Like

Successful Appointment Coordinators:

• Deliver outstanding customer service on every interaction.
• Maintain accurate scheduling and documentation.
• Effectively manage high call volumes.
• Build positive relationships with patients and care teams.
• Demonstrate professionalism, accountability, and teamwork.

Education, Experience, Licenses & Certifications

• High School Diploma or GED.
• Two years of customer service experience
• One year of medical office or healthcare call center experience
• Strong communication, organization, and computer skills

Preferred

• Associate degree in Healthcare Administration, Business, or related field.
• Orthopaedic or specialty medical practice experience.
• Centralized scheduling experience.
• Experience using Electronic Health Record (EHR) systems.
• Patient registration experience and insurance verification experience

What We're Looking For

We are looking for someone who is compassionate, dependable, detail-oriented, and committed to delivering an exceptional patient experience. The ideal candidate communicates effectively, thrives in a fast-paced environment, adapts to change, and enjoys working collaboratively as part of a team.