[Hiring] Switchboard Operator / Communications Coordinator @LUX Infusion

Role Description

At LUX Infusion, we’re reimagining infusion care to be more human, supportive, and connected. We’re looking for a Switchboard Operator & Communications Coordinator who wants their work to mean something — someone who brings care, accountability, and purpose to what they do every day.

This role plays an important part in helping LUX Infusion deliver a patient‑first experience by serving as the central point of connection for patients, caregivers, clinicians, and internal teams. In this role, you’ll contribute to work that:

• Helps patients feel heard, supported, and confidently guided when they reach out for care
• Supports clinicians and site teams through accurate, timely, and reliable communication
• Moves work forward behind the scenes by ensuring critical information reaches the right people at the right time

Everything we do connects back to real people navigating complex healthcare journeys — and this role helps create clarity, calm, and connection at moments that matter.

Responsibilities

• Serve as the primary communications hub for LUX Infusion Ambulatory Infusion Clinics, ensuring a professional and patient‑centered caller experience
• Answer, screen, route, and document calls accurately and efficiently using multi‑line phone systems
• Collaborate closely with intake, nursing, scheduling, clinic operations, IT, and other support teams
• Provide general information to callers, such as clinic hours, locations, and service guidance, following approved protocols
• Take clear, complete messages and ensure time‑sensitive or urgent information is escalated appropriately
• Recognize and follow defined escalation procedures for urgent, sensitive, or patient‑impacting calls
• Support emergency and on‑call communication processes as needed
• Maintain accurate call logs, message documentation, and internal directories
• Bring calm, professionalism, and reliability to high‑volume, fast‑paced communication environments
• Identify opportunities to improve communication workflows and support a seamless clinic experience
• Support administrative and coordination needs for clinic operations and special projects as requested

Qualifications

• Deep care about how communication impacts patients, caregivers, and care teams
• Clear, professional verbal communication skills and attention to detail
• Strong ownership and accountability for accurate routing, documentation, and follow‑through
• Comfort handling high call volumes while staying calm and compassionate
• Ability to maintain confidentiality and follow HIPAA and privacy standards
• Willingness to learn systems, workflows, and escalation protocols in a healthcare environment
• A desire to be part of a collaborative team that values empathy, reliability, and high standards

Benefits

• Purpose‑driven work that directly shapes patient and caregiver experiences
• A patient‑first, clinician‑led culture grounded in compassion and excellence
• Supportive teammates who value collaboration and respect
• The opportunity to grow with a company building something meaningful

Physical Demands

The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Occasionally required to stand, walk, or sit
• Use hands to finger, handle, or feel objects, tools, or controls
• Reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl
• Talk or hear
• Occasionally lift and/or move up to 25 pounds

Other Requirements

• Participate annually in required legal and ethical compliance training
• Consistently act in compliance with LUX Infusion’s legal, ethical, and compliance policies
• Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
• Refrain from any behavior that could be considered unethical or unlawful

Expectations for All Employees

All LUX Infusion team members are expected to support the organization’s mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a “stacked‑hands” mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.

General Information

The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

This role operates in a fast‑paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate.

Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion’s services for individuals with disabilities, including patients, visitors, employees, or others.

LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.