Patient Navigator, GenderCare

Position Summary/Essential Duties:

• Coordinate all aspects of the LGBTQ+ and GenderCare program for a remarkable, tailored patient experience
• Develop and maintain relations with hospital Departments to keep the LGBTQ+ and GenderCare Program flow seamlessly
• Serve as the lead trainer for Program, setting up standards for the processes, education and implementation
• Ensure a seamless coordination of care and treatment journey; educate patients and caregivers on the multidisciplinary nature of care treatment, the role of the patient navigator and what to expect from this aspect of care.
• Follow up with patients throughout their treatment journey to ensure well-being and provide ongoing support; aid in the rescheduling of appointments, insurance authorizations, referrals and other value-add opportunities
• Coordinate all aspects of the program with the program manager from scheduling to appointment follow-up; maintain up-to-date records and data that will inform business operations
• Coordinate care and access of specialty and general medicine care as well as standard and custom health screenings
• Serve as a resource for referrals as the primary entry point into the program
• Actively participate in the process for operational and quality improvement
• Set new standards for the long-term growth of the organization; plan for taking the concierge/navigation to-scale as the program grows
• Provide leadership through communication, education and management.
• Provide advocacy for the patient and family; track interventions and outcomes of patients and families enrolled as a member
• Initiate and maintain positive relationships with co-workers and physicians; build and maintain strategic business/community/clinical relationships

Education

High School Equivalent / GED
Bachelor’s degree preferred

Required Credentials, License, and / or Certifications

• WPATH certification (must be completed within 12 months of hire)
• Notary Public assignment (must be completed within 12 months of hire)

Experience & Knowledge:

• 2+ years of experience as a community liaison supporting unrepresented groups required, LGBTQ preferred.
• Experience is preferred in social work, social justice, crisis management, conflict resolution and public speaking education.
• Clinical Experience with multiple healthcare data sources including EMR applications, registration and scheduling systems, and medical claims systems.

Special Skills & Equipment Knowledge:

• High touch, exceptional customer service
• High level of interpersonal communication, and organizational skills along with sensitivity, tact, and diplomacy
• Must demonstrate highly effective oral and written communication skills
• Must be well organized, extremely self-motivated and creative
• Must be able to inspire and confront/resolve issues and motivate others
• Must work collaboratively with administrators, physicians, nurses and other care providers
• Comfortable interacting with senior leaders and executives
• Must demonstrate relationship building skills with patients and families

This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.