Patient Contact Nurse, RN

Cedars-Sinai; California; Remote; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Paid time off

403(b)

Job summary

Cedars-Sinai is seeking a Registered Nurse for remote patient triage and care coordination. The RN uses evidence-based triage protocols and Epic Nurse Triage tools to assess symptoms and guide patients to appropriate care settings.

The role emphasizes real-time collaboration with PACC agents and clinical teams to ensure timely, safe, and patient-centered care. A CA RN license and BSN are required, with MSN preferred.

Qualifications

• BSN required; MSN preferred.
• Active California RN license required.
• BLS certification (AHA/ARC) required.
• Minimum 3 years nursing experience.
• 1 year triage nursing or related clinical experience preferred.
• Strong clinical assessment and decision-making skills.
• Excellent communication and patient education abilities.
• Proficiency with Epic or similar EMR systems.

Responsibilities

• Conduct telephone-based patient triage using evidence-based protocols.
• Assess symptoms and acuity; provide nursing advice and care referrals.
• Respond to patient messages within established timeframes.
• Document triage encounters in Epic with disposition and guidance.
• Receive and manage warm transfers from PACC agents.
• Manage provider in-basket messages and clinical work queues.
• Collaborate with PACC agents for smooth handoffs and routing.
• Provide real-time feedback and education to PACC agents.
• Communicate patient status updates to physicians and teams.
• Schedule patient appointments as clinically appropriate.
• Collaborate with PCPs, specialists, urgent care providers, and teams.
• Apply clinical judgment when protocols are insufficient for high-acuity patients.
• Participate in huddles, escalation reviews, QA, and process improvements.
• Track outcomes using wrap-up codes and RN metrics.

Skills

Medical terminology

ICD-10 knowledge

Microsoft Office

Team communication

Education

BSN

MSN preferred

Tools

Epic

MSOW

Job description

Job Description

Align yourself with an organization that has a reputation for excellence! Cedars-Sinai was awarded the National Research Corporation's Consumer Choice Award 19 times for providing the highest-quality medical care in Los Angeles. We also were awarded the Advisory Board Company's Workplace of the Year. This annual award recognizes hospitals and health systems nationwide that have outstanding levels of employee engagement. We offer an outstanding benefits package that includes health care, paid time off, and a 403(B). Join us! Discover why U.S. News & World Report has named us one of America's Best Hospitals.

Align yourself with an organization that has a reputation for excellence! Cedars-Sinai was awarded the National Research Corporation's Consumer Choice Award 19 times for providing the highest-quality medical care in Los Angeles. We also were awarded the Advisory Board Company's Workplace of the Year. This annual award recognizes hospitals and health systems nationwide that have outstanding levels of employee engagement. We offer an outstanding benefits package that includes health care, paid time off, and a 403(B). Join us! Discover why U.S. News & World Report has named us one of America's Best Hospitals.

What You Will Be Doing:

The Patient Access Contact Center (PACC) Registered Nurse (RN) provides telephone-based nursing triage, care coordination, and patient navigation services to ensure patients receive the right care, in the right setting, at the right time. The RN uses evidence-based triage protocols, Epic Nurse Triage Encounter tools, and clinical judgment to assess patient symptoms, provide nursing guidance, and direct patients to the appropriate level of care. This remote role supports Cedars-Sinai's centralized access model by partnering closely with PACC agents, physicians, and clinical teams to provide timely symptom assessment, clinical guidance, and coordinated patient care.

Key Responsibilities

• Conduct telephone-based patient triage using established evidence-based protocols and Epic Nurse Triage Encounter tools.
• Assess patient symptoms and acuity, provide nursing advice including home care guidance, referral to urgent care, emergency services, or specialist/primary care providers when appropriate.
• Respond to patient messages and clinical inquiries within established timeframes.
• Document triage encounters in Epic, including reason for call, protocol used, disposition, and clinical advice provided.
• Receive and manage warm transfers from PACC agents requiring clinical assessment through the RN queue.
• Manage and respond to provider in-basket messages and clinical work queues.
• Collaborate with PACC agents through communication tools (such as Teams chat) to facilitate smooth patient handoffs and triage routing.
• Provide real-time feedback and education to PACC agents to support effective patient navigation and symptom escalation processes.
• Communicate patient status updates and care recommendations to physicians and clinical teams.
• Schedule patient appointments when clinically appropriate to ensure timely access to care.
• Partner with primary care providers, specialists, urgent care providers, and contact center teams to ensure continuity of care.
• Apply clinical judgment when protocols alone are insufficient, prioritizing patient safety and escalation for high-acuity symptoms such as chest pain, stroke symptoms, or trauma.
• Participate in PACC huddles, RN escalation reviews, quality assurance processes, and continuous improvement initiatives to enhance the patient experience.
• Track outcomes using wrap-up codes and review RN daily metrics dashboards to monitor performance and support department reporting.
• Deliver compassionate, patient-centered communication when interacting with patients, caregivers, and care teams.
• Build strong working relationships with physicians, clinical staff, and contact center teams to support coordinated care delivery.
• Support a collaborative environment by sharing clinical expertise and assisting team members with complex cases.
• Demonstrate professionalism, empathy, and problem-solving skills when managing challenging patient interactions.

Collaboration & Patient Experience

• Deliver compassionate, patient-centered communication when interacting with patients, caregivers, and care teams.
• Build strong working relationships with physicians, clinical staff, and contact center teams to support coordinated care delivery.
• Support a collaborative environment by sharing clinical expertise and assisting team members with complex cases.
• Demonstrate professionalism, empathy, and problem-solving skills when managing challenging patient interactions.

Approved Remote States: Arizona, California, Colorado, Florida, Georgia, Minnesota, Nevada, Oregon, Texas

Qualifications

Requirements:

• Bachelor of Science in Nursing (BSN) required. Master of Science in Nursing (MSN) preferred.
• Active California Registered Nurse (RN) license required.
• Basic Life Support (BLS) certification from American Heart Association (AHA) or American Red Cross (ARC) required.
• Minimum of three (3) years of nursing experience required.
• One (1) year of triage nursing or related clinical experience preferred.
• Strong clinical assessment and decision-making skills.
• Excellent communication and patient education abilities.
• Ability to manage high call volumes and competing priorities in a fast-paced environment.
• Proficiency with electronic health record systems such as Epic.
• Experience collaborating with interdisciplinary healthcare teams.
• Strong documentation, critical thinking, and problem-solving skills.

Skills & Experience Sought

• Strong medical terminology skills.
• Basic knowledge of ICD-10.
• Attention to detail, advanced problem solving and high analytic skills.
• Demonstrated proficiency with Microsoft Suite (Word, Excel, Outlook, etc.)
• Detailed knowledge of the medical record content and chart organization
• Detailed knowledge of documentation and privacy regulatory standards, required
• Strong customer service and communication skills. English language proficiency, written and spoken. Bilingual preferred
• Strong data analysis and research skills for error corrections.
• Knowledge of EMR, EPIC, and hospital computer systems, such as MSOW.

Why work here?

Beyond outstanding employee benefits including health and dental insurance, vacation, and a 403(b) we take pride in hiring the best, most passionate employees. Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our commitment to creating a dynamic, inclusive environment that fuels innovation.