Hiv & Gender-Affirming Care Navigator

Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) has been proudly serving our community since 1933 and is one of the original Planned Parenthood affiliates in the nation.  We provide reproductive health care, health education and advocacy from our five health centers in Alhambra, Baldwin Park, Glendora, Highland Park, and Pasadena, in addition to our telehealth clinic.  We strive to ensure?the?sexual and reproductive health services we provide align with?the?needs of?the?communities we serve. Our service area extends from Glendora to Glendale and from?the?San Gabriel mountains to?the?San Bernardino freeway, home to 24 communities and a diverse population of 1.4 million people.  Today, PPPSGV sees over 60,000 patient visits per year and delivers over 15,000 opportunities for sex and relationship education in our schools and colleges.   We offer safe and legal abortions.  We are committed to providing accurate, non-judgmental care and resources by helping our patients overcome financial, transportation, and other barriers to care.  In addition, we work with abortion funds and practical support network to support our patients.   Our abortion care has increased every year since 2018 with an average of 3,500 abortions per year.  We saw close to 4,000 abortion patients in 2022 alone, approximately 59 were out-of-state patients.  The HIV & Gender-Affirming Care Navigator must be bilingual in Spanish and plays a pivotal role in supporting patients on their journey to improved health and well-being. This position combines health education, outreach, follow-up, and social support services to ensure that patients have the tools and resources needed to thrive. As a vital member of the care team, the Navigator assists patients in navigating complex healthcare systems, including resolving pharmacy and insurance issues, providing guidance to support medication adherence, and facilitating referrals to healthcare providers, social services, and financial assistance programs. Through these efforts, the Navigator helps patients access affirming and essential care, enhancing their health outcomes and overall quality of life. Additionally, this role involves proactive engagement with the community to expand awareness and accessibility of gender-affirming services.

\n As an HIV & Gender-Affirming Care Navigator, you will save lives while you:Patient Care and Follow-UpProvide patient notification and follow-up care in a non-judgmental and non-biased manner, in line with established policies and protocolsUnderstand patient assistance programs, funding sources, and facilitate patient enrollment and reactivation in these programs; assist both patients and health center staff with all submission methods (e.g., online portals, fax, phone) for programs such as Gilead Advancing Access, ViiV Connect, etc.Manage and process withdrawal notices from patient assistance programs to ensure proper follow-through on program changesProactively stay up to date on the latest financial assistance program changes, conducting research to identify new patient support opportunities; present findings to leadership for evaluation and possible program implementationConduct regular follow-ups with patients to confirm they have received HIV medication and are adhering to scheduled appointments for lab testing and medical evaluationsProvide ongoing medication adherence support, including addressing challenges and offering tools to improve consistency in medication usageEducate patients on proper medication usage, dosage, and potential side effects related to HIV treatment and gender-affirming careInform patients of HIV-positive results and facilitate their connection to comprehensive wraparound servicesFollow-up with HIV-positive patients to ensure they have initiated care and offer additional resources as needed to support their ongoing treatmentComplete and manage medication prior authorizations to ensure financial coverage for HIV prevention and gender-affirming careOffer comprehensive support and resources to patients seeking Gender Affirming Care, including guidance on legal assistance, medical documentation and procedures, as well as mental health navigationProvide patients with information on healthcare resources and agencies, and assist them in accessing services by making appointments, providing referrals, and resolving access barriersIdentify and address barriers preventing patients from accessing necessary services, collaborating with appropriate departments to find solutionsProvide resources for patients with a need within the social determinants of health scopeMaintain affiliate-wide community resource guides on an annual basis Communication and Coordination Advocate on behalf of patients to ensure seamless access to necessary services and careEngage with patients through multiple communication channels, including phone calls, the Patient Portal, email, and text messagingMaintain clear and consistent communication between patients, clinicians, the Care Team, and community organizations to evaluate and improve PPPSGV's effectiveness in recruiting and retaining HIV prevention patientsDevelop and maintain strong partnerships with local community resources and organizations to expand care options for services not offered by PPPSGVConduct outreach and provide presentations to community organizations that would benefit from learning about our Specialty Services, including HIV prevention and gender-affirming careSupport external community agencies, pharmacies, and vendors with patient care coordination as neededEstablish a professional network with other patient navigators, referral coordinators, and case managers within the healthcare and social service sectors to ensure coordinated careInform patients about PPPSGV's Gender Affirming Care Program, including insurance options, out-of-pocket costs, and follow-up timelinesCollaborate with the Director of Gender Affirming Care, Medical Chief Officer, and legal counsel for patient triage and case managementWork closely with licensed staff to manage patient follow-up care and coordinate the facilitation of necessary servicesCommunicate directly with pharmacies to clarify prescriptions and resolve any medication-related issuesDeliver presentations within the organization on HIV prevention and gender-affirming care outcomes, sharing updates with the team to foster knowledge and engagementProvide internal training sessions for Care Team staff on processes related to HIV prevention and gender-affirming care to ensure team-wide competenceShare updates with the organization or Patient Services Staff about workflow changes, process improvements, or new HIV/gender-affirming care information, ensuring that teams are aligned Documentation and Record Management Ensure precise, comprehensive, and clear documentation in patient medical records, while maintaining seamless communication with the care team regarding follow-up care, action plans, and prescription managementUpload external medical records into patient charts for review by licensed providers, ensuring accurate and timely documentationOversee the management of medical record requests (standard, legal, and subpoenas) in collaboration with PPPSGV legal counselSubmit Confidential Morbidity Reports (CMRs) to the Public Health Department for required Sexually Transmitted InfectionsMaintain tracking systems to monitor patient care and productivity, ensuring follow-ups and goals are consistently metManage and track reminder letters sent to patients per protocol guidelines, ensuring follow-up actions are documented and completed Productivity and Quality Metrics Work to meet established Care Team metrics and productivity goalsMonthly audits are conducted of phone conversations to ensure quality and time management standards are metAnalyze monthly data on staff workload to monitor and improve efficiency and productivity Participate in health center efforts to achieve established goals for productivity and quality metricsParticipate in health center/affiliate efforts to achieve established revenue cycle goalsParticipate in audits as requested related to HIV prevention, gender affirming care, and social determinants of health patient care Miscellaneous Work on special projects related to patient carePerform other duties and responsibilities as assignedComply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations We are looking for the following:Education:   High School level education and above are welcome to apply Experience: Minimum of two years experience working with vulnerable populations as a patient navigator, case manager, referral coordinator, or similar position in a healthcare or nonprofit setting Other: Bilingual (Spanish/English) requiredExcellent customer service skills and be committed to providing the highest level of external and internal customer satisfactionCommitment to quality healthcareBilling and/or prior authorization experience preferredHIV Counselor Certification preferredIn-depth knowledge of the San Gabriel Valley community and its healthcare and social service resourcesStrong understanding of healthcare insurance plans and pharmaceutical operations, including Prior Authorization proceduresAbility to accurately interpret medical prescriptions and understand medication dosages to ensure proper guidance and patient supportFamiliarity with financial assistance programs for California residents, particularly those supporting LGBTQ+ health and access to careComprehensive knowledge of resources available for LGBTQ+ individuals, including social, medical, and legal supportAwareness of mental health and substance abuse treatment services, especially in relation to LGBTQ+ and HIV-affected communitiesExpertise in HIV prevention methods such as Post-Exposure Prophylaxis (PEP) and Pre-Exposure Prophylaxis (PrEP), as well as HIV treatment, medication side effects, barriers to accessing medications, and financial assistance programs available for California residentsWork independently to research local community agencies for services outside of PPPSGVComputer skills and efficient use of Windows Office ProgramsWork effectively in a hybrid position, balancing remote and in-office responsibilities seamlesslyHighly detail-oriented and organizedMultitask and maintain strong attention to detail in a fast-paced work environmentStrong organizational, analytical, investigational, and problem-solving skills to create effective solutionsExcellent verbal, written, and interpersonal communication skillsParticipate in conversations and answer concerns about sensitive, challenging, and stressful topics.Maintain a sensitive and warm demeanor with patientsCommitment to protect patient confidentialityWork autonomously with a set of protocolsAdaptable to changeWork flexible hours including some evenings and weekendsExperience with electronic health record systemsCommitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronounsCommitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
\n$28 - $30 an hour
The hiring rate for this position is: $28 - $30/hour + Medical, Dental, Vision, 401k Matching Program, Premium CALM account, holidays, paid time off and more! \nPPPSGV is committed to fostering an inclusive and diverse workplace.  We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats. We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment.  As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.  Join our team and be part of a powerful movement to shape the future of sexual and reproductive health! "We are Planned Parenthood Pasadena & San Gabriel Valley", for more information about our affiliate, please visit: We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com) For additional career opportunities, please visit our careers page: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.