Patient Navigator for LGBTQ+ Health Services

POSITION SUMMARY

The Patient Navigator is a patient-centered service delivery intervention based on the goal of improving health outcomes, increasing provider-patient connectedness, and eliminating barriers to care that can occur across the care continuum for our most vulnerable populations. Patient navigation aims to integrate a fragmented system for the individual patient and is a nationally recognized model for community-based intervention founded on principles developed through healthcare models focused on HIV/AIDS, diabetes, PrEP, to name a few. The Patient Navigator is responsible for being the ‘point person' for PPGNY transgender hormone services. The Navigator will serve as the initial contact for patients with any concerns or questions. The Navigator will be familiar both with our in-house transgender hormone services and with external referrals for the TGNC community. The Navigator will also provide administrative support to the Direct of Patient Care Coordination.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES 

Patient Care Coordination & Support (60%)  

• Facilitate referrals to outside providers (+ be contact person for patients to report positive or negative experiences with outside provider) 

• Facilitate prior authorization documentation for Rx or referrals to outside providers (in collaboration with SRH nurse as patient’s home center)

• Assist patients and providers to prepare legal letters for gender marker, name change, and other legal documentation.

• Disseminate telephone encounters as needed to appropriate person (Clinical/SW) or respond directly to telephone encounter.

• Contact person for call service if available appointments do not work for patient, or if demand increases (i.e., need for waitlist, etc.), or ability to overbook templates.

• Contact person for Billing Department (if patient receives insurance payment rejection, issues with gender marker, etc.)

• Contact patients prior to initial visit: Confirm patient plan to keep scheduled appointment, discuss Informed consent model, advised patient they can bring support person to appointment, bring in any recent lab work, answer questions about financial services for self-pay patients, etc.

• Field complaints from patients and follow-up with appropriate supervisors (contact person for our Trans patients to trust and contact with any problematic interactions)

• Phone call follow-up after initiation of hormones, especially for those new to self-injections (4 weeks out), refer to provider as indicated.

• Help facilitate medication pick up at the pharmacy for patients (review expected process, PA, possible roadblocks) and be point person for patients to contact with any unforeseen issues arising at pharmacy

Program Support (30%)  

• Provide assistance to Director of Patient Care Coordination in roll out of TGH services to other centers (help train support staff on visit flow, medication logs, ordering supplies, identify need for further trainings with support staff)

• Help ensure adequate supplies of hormones and injection supplies are stocked onsite in advance of each day of service.

• Help ensure Trans referral guide stays up to date (in collaboration with Clinical/SW)

• Help build relationships and stay connected with other Trans Health providers in the area.

• In collaboration with Director of Patient Care Coordination, help create and organize results of patient satisfaction survey

• Maintain up-to-date materials related to transgender services, care, and needs in our service area including patient information sheets (information re: hormone therapy, injection training materials, support groups, etc.)

• Coordinate self-injection trainings with center managers, nurses, and patients (if self-injection group trainings start—currently we are doing individual injection trainings with the initial visit, but this may change depending on specific center flow)

• In order to help create and maintain community referrals, will attend applicable local TGNC health conferences as well as any non-local TGNC health conferences the Director of Patient Care Coordination deems applicable to the job duties of the Navigator.

• Co-facilitate LGBTQ youth group to maintain connections with transgender & non-binary youth in the community as designated. 

Other (10%)  

• Participate in health center efforts to achieve established goals for productivity.

• Adhere to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints.

• Performs other educational and experience related duties as required.

CORE COMPETENCIES

• A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice.

• A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.

• Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility.

• Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.

REQUIRED SKILLS/ABILITIES: 

Interpersonal

• Excellent customer service and communication skills

• Ability to remain focused and calm in stressful situations.

• Excellent interpersonal and verbal skills

• Superior oral and written communication skills

• Ability to develop and maintain effective, professional relationships with internal and external stakeholders.

• Ability to work effectively as part of team.

Technical

• Proficient in Microsoft Office Suite or similar software

• Familiarity with Microsoft Excel

• High degree of comfort with electronic health record

Work Habits/Attributes

• Keen attention to detail

• Excellent organizational skills

• Ability to exercise sound judgment and independent decision-making skills.

• Ability to exercise discretion in the handling of confidential information.

• High school diploma/GED
• Strong understanding of and interest in transgender health issues
• Work experience working in an ethnically, culturally, and racially diverse environment.
• Experience in community based medical/health or social service settings, social work, counseling, nursing, public health or other health education.
• Strong ability to manage clinically and emotionally challenging situations with utmost professionalism, care and discretion.
• Ability to provide precise, well-written documentation.
• Demonstrated computer skills (Microsoft Outlook, Word and Electronic databases)
• Ability to meet deadlines and work within a team-based environment

• Work experience with transgender individuals in a medical/health or social service settings
• Knowledge of regional resources and referral processes for transgender individuals
• Transgender or GNC life experience 

• Requires prolonged sitting and repetitive tasks including use of a computer. Frequent standing, walking, bending. Must be able to walk up and down stairs. Requires lifting or moving of patients/supplies/equipment. Visual acuity sufficient to perform frequent work on a computer screen and review printed reports and other materials. Requires the ability to hear and to communicate orally with others. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets, and medical equipment and will require reaching, grasping, pushing and pulling.

• This job operates in a professional office environment. Potential exposure to communicable diseases and other conditions in a health center environment. May require travel to other health centers, at times in inclement weather. Requires flexible schedule and during peak activity periods work in excess of 7.5 hours per day and/or 37.5 hours per week

PPGNY's benefits package includes:

Generous PTO and holiday schedule

Medical, dental and vision coverage options for you and eligible dependents

FSA, HSA, Commuter pre-tax reimbursement funds

Short- and Long-Term Disability, Free Basic Life and AD&D

401(k) Retirement Plan with Safe Harbor contributions after 1 year of employment

All positions at PPGNY require:

Proof of immunization or immunity to certain communicable diseases (including influenza during the flu season and Covid-19) and testing for tuberculosis. These certifications are required by the NYC DOHMH Health Code, NYSDOH and OSHA.

Planned Parenthood of Greater New York (PPGNY) is a leading provider, educator, and advocate of sexual and reproductive health care in New York State. PPGNY is proud to provide a wide-range of family planning services at our brick-and-mortar health centers and mobile care units. We care for everyone regardless of their immigration status, zip code or ability to pay. PPGNY’s education and outreach programs are backed by medically accurate, evidence-based information that allows people to make informed decisions about their health and future. As a voice for reproductive freedom, PPGNY supports legislation and policies that ensure all New Yorkers have access to the full range of reproductive health care and education.

At PPGNY, we provide the absolute best care to our patients and our communities through innovative health care delivery and education programming. We care for everyone who walks through our doors regardless of insurance, ability to pay or immigration status. As a leading voice for reproductive freedom, PPGNY fiercely advocates for policies to ensure that all New Yorkers will have access to the full range of reproductive health care services and information.

PPGNY is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.