Trans Care Navigator Lead

1. Performs and behaves in accordance with Borrego Health’s mission, cultural norms, and core values of dignity, respect, affirmation, and humility. 

2. Maintains a respectful, non-judgmental, and compassionate manner with patients/clients/staff. 

3. Demonstrates excellent customer service by identifying and exceeding customer requirements. 

4. Adheres to Borrego Health’s policies and procedures, with special attention given to HIPAA requirements. 

5. Maintains data integrity through conscientious use of relevant tools and employing a system of checks and balances. 

6. Demonstrates organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed. 

7. Participates in organizational quality and performance improvement activities. 

Role Specific Primary Essential Duties: 

1. Works with Supervisor to determine departmental Key Performance Indicators (KPIs) and develops framework for efficient reporting and tracking of KPIs. 

2. Coordinates Trans Care Navigator team, including workflow; receipt and disbursement of referrals, an Works as part of a multidisciplinary team to provide specialty care to transgender and gender expansive medical patients with a focus on access to gender-affirming surgery. 

3. Facilitates timely and accurate completion of referrals for gender-affirming surgery, moving patient through the internal and external process that involves insurance navigation, documentation preparation, tracking, and communication across multiple levels of the Care Team and with outside specialists. 

4. Obtains authorization for surgery referrals as needed and assists patients with scheduling appointments within BCHF and with outside specialists. 

5. Share information with patients and community members about common referral partners and insurance processes, highlighting patient feedback and encouraging patient-directed research in pursuit of surgical goals. 

6. Builds relationships with providers and insurers, facilitating communication between external parties and patients as appropriate. 

7. Assists and guides patients through medical and non-medical services at BCHF and outside agencies, serving as a representative and advocate of the patient, and providing referrals when necessary. 

8. Makes regular contact with patients and develops individualized care plans that are patient-centered 

9. Manages expectations around health goals and clarifies support available at BCHF. 

10. Assists the patient in establishing care to foster long-term retention and address barriers to care. 

11. Maintains up-to-date and accurate records in the electronic medical record (EMR) system or other data systems, in line with standards set by the department 

12. Follow-up with patients that are identified as being at risk of falling out of care or who have not been recently seen by the practice. 

13. Engages in Quality Initiatives in conjunction with the Population Health Quality (PHA) to improve documentation and care for transgender and gender-expansive clients. 

14. Maintains a collaborative list of resources and gender-affirming specialty medical providers. 

15. Supports the development of educational materials including patient-facing handouts and social media campaigns to be used by BCHF. 

16. Participate in ongoing in-service education to maintain professional knowledge, including in regular staff meetings, and meetings with other teams or stakeholders as directed. 

17. Documents all work activities according to departmental standards. 

18. Assist in collecting data and in writing reports used for funders and other internal or external partners. 

19. Responsibilities include other duties as assigned. 

20. Other items as assigned or directed by the undetermined supervisor. 

Qualifications:  

Minimum Qualifications: 

1. A minimum of 2 years of relevant college-level education is strongly preferred; those without demonstrated education should possess the knowledge, skills, and abilities often gained through equivalent experience. 

2. A minimum 5 or more years of paid work experience providing direct assistance to transgender and gender expansive communities in public health, healthcare, human services, or other community settings. Experience with providing HIV prevention, linkage, or retention services preferred. 

3. 2 years of experience working with a broadly diverse population and the ability to work harmoniously with diverse groups of individuals required 

4. 2 years of experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersex communities preferred. 

5. 2 years of experience working with people living with HIV or issues related to HIV care preferred. 

Special Conditions of Employment: 

1. All staff that is presently working within a clinic is required to have a Current and Valid CPR and First Aide certification on file with the Human Resources Department. This is for clinical and administrative staff. This new license requirement is mandatory for continued employment, CPR and First Aide certification must be obtained through the American Heart Association. Internet certificates do not comply and for this reason are not valid.