Gender Affirming Care Patient Navigator (PT)
Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.
In support of PPCWNY’s mission, the Gender Affirming Care (GAC) Patient Navigator is a community health professional who supports transgender, non-binary, and gender-diverse patients in accessing affirming, patient-centered healthcare. This role provides individualized assistance to patients while identifying and addressing systemic barriers at call center, health center, and broader patient care levels. The GAC Patient Navigator ensures that each patient experiences a clear, equitable, and compassionate pathway through PPCWNY’s gender-affirming services.
Essential Functions
- Prepares, submits, and tracks prior authorization requests for gender-affirming services and procedures.
- Contributes to program planning and execution that enhances access to safe, affirming, and patient-centered clinical services for gender-diverse populations.
- Communicates with insurance companies to resolve issues causing delays or denials.
- Works closely with clinical and administrative staff to ensure timely completion of required documentation.
- Serves as a primary point of contact for patients seeking gender-affirming care.
- Guides patients through scheduling, required documentation, insurance navigation, and follow-up steps.
- Identifies patient needs, barriers, or concerns, and works collaboratively with internal teams to address them.
- Serves as primary point of contact for GAC patients regarding barriers to care and social determinants of health
- Provides warm handoffs and referrals to internal PPCWNY services and external community resources
- Develops, updates, and organizes educational materials, referral guides, and workflow documents
- Identifies structural, procedural, or cultural barriers that impact gender-diverse patients at PPCWNY.
- Assists patients with linking to a primary care provider and to health insurance when needed
- Provides immediate intervention for crisis situations, referrals and linking patients to community resources
- Documents, tracks and follows-up on patient encounters, referral appointments and outcomes
- Works collaboratively with Rochester-based Outreach and Education staff and Manager of Care Coordination to update and maintain referral lists/databases of community resources including service providers, community programs, and community organizations
- Researches and identifies resources as patient needs arise if not currently known
- Maintains strict confidentiality in accordance with agency policies and HIPAA
- Helps promote a climate of positive sexual health
- Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs. A commitment to Planned Parenthood of Central and Western New York’s mission, vision and values along with a commitment to providing services to a wide range of clients and to the goals of PPCWNY is essential
Other Accountability Activities
- Attends appropriate community meetings and events to network with community agencies, organizations, and professionals to establish mutual referral relationships to improve health and well-being of community members
- Attends bi-weekly supervision meetings with supervisors
- Participates on committees and coalitions as assigned
- Participates in agency meetings and initiatives as assigned
- Other duties/tasks as assigned by supervisor