Patient Contact Nurse, RN

Cedars-Sinai Medical Center is hiring a Patient Contact Nurse, RN for a remote role in the United States. This nurse provides telephone-based triage, care coordination, and patient navigation for the Patient Access Contact Center (PACC), helping patients get the right care in the right setting at the right time. The position works closely with PACC agents, physicians, and clinical teams.

What you will do

• Conduct telephone-based patient triage using evidence-based protocols and Epic Nurse Triage Encounter tools.
• Assess patient symptoms and acuity, then give nursing advice such as home care guidance or referral to urgent care, emergency services, or a specialist or primary care provider.
• Respond to patient messages and clinical inquiries within established timeframes.
• Document triage encounters in Epic, including the reason for the call, protocol used, disposition, and clinical advice given.
• Receive and manage warm transfers from PACC agents who need clinical assessment through the RN queue.
• Manage and respond to provider in-basket messages and clinical work queues.
• Work with PACC agents through tools such as Teams chat to support patient handoffs and triage routing.
• Give real-time feedback and education to PACC agents on patient navigation and symptom escalation.
• Communicate patient status updates and care recommendations to physicians and clinical teams.
• Schedule patient appointments when clinically appropriate.
• Partner with primary care providers, specialists, urgent care providers, and contact center teams to keep care continuous.
• Use clinical judgment when protocols alone are not enough, prioritizing patient safety and escalation for high-acuity symptoms such as chest pain, stroke symptoms, or trauma.
• Take part in PACC huddles, RN escalation reviews, quality assurance, and improvement work.
• Track outcomes with wrap-up codes and review RN daily metrics dashboards to monitor performance and support department reporting.

Collaboration and patient experience

• Communicate with compassion and a patient-centered approach when working with patients, caregivers, and care teams.
• Build working relationships with physicians, clinical staff, and contact center teams to support coordinated care.
• Share clinical expertise and help team members with complex cases.
• Show professionalism, empathy, and problem-solving when managing challenging patient interactions.

About Cedars-Sinai

Cedars-Sinai has a reputation for excellence. It received the National Research Corporation's Consumer Choice Award 19 times for providing the highest-quality medical care in Los Angeles. It also received the Advisory Board Company's Workplace of the Year award, which recognizes hospitals and health systems nationwide with outstanding employee engagement. U.S. News & World Report has named Cedars-Sinai one of America's Best Hospitals.

Benefits

Cedars-Sinai offers a benefits package that includes health care, paid time off, and a 403(B).

Location

This is a remote role supporting Cedars-Sinai's centralized access model.