Align yourself with an organization that has a reputation for excellence. Cedars-Sinai was awarded the National Research Corporation’s Consumer Choice Award 19 years in a row for providing the highest-quality medical care in Los Angeles. We were also awarded the Advisory Board Company’s Workplace of the Year! We offer an outstanding benefits' package, including healthcare, 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 be doing in this Role:

The Lead Patient Relations Rep, RN supports daily operations, including documentation, review, resolution, and follow-up on patient navigational concerns and access across Cedars-Sinai Medical Center and/or affiliates. The lead handles and de-escalates complex situations, enhance care coordination, and optimize patient flow by addressing barriers and opportunities with interdisciplinary teams. Additional responsibilities include overseeing department scheduling and team coverage strategies, supporting administrative duties, maintaining staff records to ensure current licensures, managing meeting notes and documentation, reviewing and editing timecards in timekeeping system, and reinforcing policies and procedures for effective team and department management. Responsible for training and reinforcement of training initiatives for new and existing team members, playing a supportive role in their skill development and growth in alignment with Patient Relations leadership. Ensures that all staff are equipped with the necessary knowledge, tools, and empowerment to excel, promoting best practices and enhancing the overall effectiveness of the department:

• Acts as a liaison between the Associate Director, the Patient Relations team, patients and families, interdisciplinary team members, senior leadership, service line, and nursing management in the execution of patient navigation.
• Handles complex situations that arise from escalated concerns, employing creative and holistic approaches to manage and clarify expectations, de-escalate heightened emotions, and develops a comprehensive approach to finding a resolution by working with appropriate leadership and partners while maintaining ethical standards and confidentiality as appropriate.
• Supports new staff recruitment and onboarding efforts by developing a comprehensive training schedule for new team members to help ensure their success by tailoring it to the specific needs of the staff.
• Supervising and training junior staff members in patient relations best practices and effective communication techniques. Provides ongoing development and implementation of training materials, skill-building resources, process improvements and support to current team members.
• Offers direct support and function as a valuable resource to the interdisciplinary teams, providing guidance and coaching in areas such as de-escalation, problem resolution, and providing high-quality, and excellence in the patient/family care journey.
• Supports Patient Relations leadership with staffing schedules and internal role rotations as needed to ensure that objectives are effectively and efficiently met. Responsibilities also include editing timecards in UKG and supporting the team in finalizing edits in compliance with policies and procedures in collaboration with Human Resources.
• Responsible for the reconciliation of data reports, trends and helps conduct quality assurance reports used to share within and across the organization.
• Serves as a subject matter expert and esteemed representative of Patient Relations for meetings, workshops, or audits from regulatory agencies along with the Associate Director.
• Cultivates and supports ongoing partnerships with collaborators throughout the organization to promote Patient Relations initiatives and bring awareness and education about department policies, processes, and regulatory requirements surrounding patient navigational support.
• Actively participates in meetings, workshops, and relevant collaboratives with Development and Patient Relations across the organization, focusing on information sharing and reporting data trends related to patient experiences and philanthropic support from grateful donors. This role also involves preparing reports and PowerPoint presentations as needed for Patient Relations leadership.
• Enhances patient satisfaction through personalized, one-on-one interactions during moments of complaint, dissatisfaction, or crisis, effectively alleviating emotional distress. Actively collaborates with the healthcare team to uphold a commitment to excellence in care.

This role is patient-centric, and will support the department's innovations as we assist all of our patients through their care journeys.

Requirements: 

Bachelor's degree in nursing or a related major required. Master's degree in nursing, healthcare management or another relevant field of study preferred.

A minimum of 5 years' experience in a patient relations role required.

A minimum of 5 years of experience in an acute care clinical setting required.

Valid California Registered Nurse License required. Basic Life Support (BLS) required.

Why work here?

We take pride in hiring the best employees. Our staff reflects the culturally and ethnically diverse community we serve. They are proof of our dedication to creating a dynamic, inclusive environment that fuels innovation and the gold standard of patient care we strive for.