Title: Appointment Scheduler
FSLA: Non-Exempt
Reports To: East – Appointment Scheduling Coordinator
Mission: To provide the residents of our communities the highest quality, state-of-the-art and comprehensive Orthopaedic care.

Main Function:As a member of the care team, the Appointment Scheduler is responsible for working collaboratively with other team members to assure the safe, timely and accurate delivery of patient care.  Appointment Schedulers make and schedule patient appointments in an efficient and timely manner.  Maintains all patient confidentiality and HIPAA rules and regulations.  Supports Tucson Orthopaedic Institute’s mission, values, vision, goals and objectives.

Customer Service: 

  • Operate within the concept of patient focused care
  • Anticipate patient needs
  • Deliver caring timely service with positive body language
  • Responds promptly to patient needs and requests
  • Greet patients at every stage of the visit
  • Responds promptly to Physician and team member requests and inquiries
  • Participates as an active, positive member of the TOI team

Duties and Responsibilities:

  • Greets and registers patients in a prompt, pleasant, and helpful manner over the telephone
  • Answers the telephone, screens calls, takes messages, and provides information
  • Verifies necessary information and records in the medical record
  • Books, coordinates and reschedules patient appointments
  • Sends out new patient information letters upon making appointments for new patients
  • Maintains and updates current information on the physician’s schedule
  • Answers questions regarding patient appointments and physician’s office schedule
  • Reports problems or irregularities concerning office appointments
  • Relays necessary messages to staff
  • Translates for physicians if bilingual
  • Performs related work as required


  • High school diploma or equivalent
  • One year of work experience in a medical setting
  • Knowledge of medical terminology
  • Word processing and computer experience

Mental/Physical Requirements:

  • The Appointment Scheduler is required to operate computer keyboard, mouse, and monitor for a total of up to (8 hours) per (12 hours)
  • Ability to work well under pressure with diverse groups of professionals and physicians
  • Ability to communicate written and oral ideas and plan effectively
  • Requires good communication and organizational skills
  • Requires reasoning ability and good independent judgment
  • Must be sensitive to cultural and bilingual issues
  • Requires working under stressful conditions and irregular hours
  • Requires working with frequent interruptions
  • Requires tolerance of standing or sitting posture up to (4 hours) continuously, for a total of up to (10 hours) per (12 hours)
  • The Appointment Scheduler is required to operate computer keyboard, mouse, and monitor for a total of up to (8 hours) per (12 hours)

Working Conditions: Risk of occupational exposure to blood and other potentially infectious materials (OPIM). Possible risk of physical injury due to moving machinery and supplies.  This is a safety sensitive position.

All positions with Tucson Orthopaedic Institute are to demonstrate due care in the use and communication of patients’ protected health information.  It is every employee’s principal job function to ensure patient confidentiality and failure to maintain confidentiality may, and will, result in sanction and/or discharge.