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Switchboard Operator

Lake Havasu City, Arizona

Req ID 301745 Post Date May. 06, 2025 CategoryAdministrative FacilityHavasu Regional Medical Center
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Havasu Regional Medical Center

Job Title: Switchboard Operator
Job Type: Full Time



Who We Are:
People are our passion and purpose. Come work where you are appreciated for who you are not just what you can do. Havasu Regional Medical Center is a 171-bed hospital that offers a broad scope of services in major medical disciplines. A medical staff of more than 33 affiliated physicians represents a broad cross-section of expertise in 31 medical specialties.

Where We Are:
Lake Havasu City has earned the reputation as the outdoor recreation mecca of the southwest. Blessed by an ideal climate, captivating scenery, beautiful yet rugged mountains, tranquil desert and the azure waters of the Colorado River, Lake Havasu's 45-mile long lake is an oasis of natural beauty. Come live where others only get to vacation. 

Why Choose Us:
·    Health (Medical, Dental, Vision) and 401K Benefits for full-time employees
·    Competitive Paid Time Off 
·    Employee Assistance Program – mental, physical, and financial wellness assistance
·    Tuition Reimbursement/Assistance for qualified applicants
·    Professional Development and Growth Opportunities
·    And much more…

Position Summary:
Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, courteous, confidential and polite manner. Demonstrates proficiency in using the integrated computer/telephone workstations to process all calls.

Reports to: Patient Access Supervisor
FLSA: Non-exempt

To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.  

Essential Functions

  • Follows written and computer based procedures to ensure that calls are processed according to individual facility guidelines.
  • Accurately and promptly responds to, processes and documents all code arrests, fire alarms (including troubles, disables and tests),
    emergencies and disasters per established policies and procedures.
  • Demonstrates proficiency in using the integrated computer/telephone workstation to access information and process calls for patient, facilities, staff, departments, physicians, and the community at large and other duties as assigned.
  • Accurately and efficiently processes a high volume of incoming , outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, courteous and polite manner.
  • Accurately and promptly responds to, processes and documents all code arrests, fire alarms (including troubles, disables and tests), emergencies and disasters per established policies and procedures. 
  • Notifies appropriate facility personnel and coordinates communication with facility based staff, local fire jurisdictions and vendors.
  • Review schedule and scheduling emails and print all packets for registration.
  • Must be able to locate database information quickly and process calls utilizing computer based on call schedules, physician/staff rosters, patient databases and other information.
  • Maintains work area in an uncluttered, safe and clean environment.

Every effort has been made to make this job description as complete as possible. However, it in no way states or implies that these
are the only duties the incumbent will be required to perform. The omission of specific statements of duties does not exclude them
from the position if the work is similar, related, or is a logical assignment to the position. This position description does not restrict
the right of management to assign or reassign duties and responsibilities with and without notice.

NONESSENTIAL FUNCTIONS

  • Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, courteous and polite manner. 
  • Accurately and promptly responds to, processes and documents all code arrests, fire alarms (including troubles, disables and tests), emergencies and disasters per established policies and procedures. 
  • Notifies appropriate facility personnel and coordinates communication with facility based staff, local fire jurisdictions and vendors.
  • Review schedule and scheduling emails and print all packets for registration.
  • Must be able to locate database information quickly and process calls utilizing computer based on call schedules, physician/staff rosters, patient databases and other information.

Minimum Qualifications:
Education

  • High school diploma or equivalent preferred.

Skills

  • Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.

Standards of Behavior

INTEGRITY

Honest and ethical in all interactions.

Demonstrates a strong work ethic by being dependable, following through with expectations.

Maintains privacy and confidentiality at all times.

Does not participate in, initiate or listen to gossip or rumors.

Reports any unsafe conditions, near misses, errors and accidents immediately.
I will place them on Learning Boards and use C.U.S. as needed while supporting a blame free culture:
C = I’m Concerned, U = I’m Uncomfortable, S = Stop. Safety

COMPASSION

Demonstrates understanding of how another person feels through appropriate body language, tone of voice, eye contact and words of empathy.

Build trust by being present in the moment offering time to patients and their families as if there is no greater priority.
I will remember we’re “On Stage” and not utilize electronic devices to conduct personal business in work areas.

Uses HRMC Service Recovery Model of H.E.A.R.T. (Hear, Empathize, Apologize, Respond, Thank You) to address all issues relating to a less than optimal experience with patients, families, physicians and co‐workers.

Maintains a healing environment by assuring that conversations are conducted quietly in patient areas and seek to reduce noise.

Demonstrates courtesy with my words electronically, face to face and use the phrase “It’s my pleasure.”

ACCOUNTABILITY

Abides by the code of conduct and expectations as set forth by HRMC policies & procedures.

Dresses appropriately for my position, take pride in my appearance, and exude professionalism.

Holds self, and co‐workers accountable to the standards of behavior consistent with the values and culture set forth by HRMC.

Honors and abides by the “No Pass Zone” as set forth by HRMC.

Looks beyond assigned tasks. Responsibility does not end where co‐worker's responsibilities begin.
When it is appropriate to perform a service I will do so.
If unable to meet a request, will find someone who can.

RESPECT

Greets customers and co‐workers with eye contact and a smile at 10 feet, acknowledge with a greeting within 5 feet as approaches. (10/5 Rule)

Honors the diversity and value of each person by actively listening and being sensitive to culture, age, gender, sexual orientation, education, religion and all other forms of diversity.

Keeps customers informed by verbally communicating in a clear, concise manner that reduces fear, anxiety and promotes understanding.
(i.e. talk while you work using MAIDET: Manage up, Acknowledge, Introduce, Duration, Explanation, Thank You)

Provides opportunities for patients and families to maintain their dignity and respect by including them in the Plan of Care and decision making
(i.e. utilize communication boards, bedside report, share unbiased information, no medical jargon, listen and seek to understand).

Welcomes all HRMC team members as professionals and show appreciation for what they do by utilizing our “High Five” recognition program and “Thank You Notes.”

EXCELLENCE

Promotes HRMC, our employees and physicians by speaking positively while at work and within the community.

Builds teamwork and resiliency to maintain the safest environment possible for our patients, their families and our employees by actively participating in briefs, debriefs and huddles.

Uses SBAR to facilitate accurate and effective communication and handoffs (Situation, Background, Assessment of situation, Recommendation).

Answers the phone promptly with a smile. Starts with a greeting, state department, then name.
(Example: “Good morning, admitting this is Debbie, how may I help you?”)
I will end the call with a smile and “Is there anything else I can help you with?”

Contributes in making HRMC “World Class” by actively participating in Performance Improvement activities and eliminate waste in our systems and processes.

EEOC Statement:
Havasu Regional Medical Center is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.

We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.

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