Patient Navigator

Planned Parenthood of the North Country New York•City of Watertown, NY

just now•Hybrid

About The Position

POSITION SUMMARY: The Patient Navigator is a patient-centered service delivery position focused on improving health outcomes, increasing provider-patient connectedness, and eliminating barriers to care for Transgender, Gender Non-Conforming, and Non-Binary (TGNCNB) individuals across PPNCNY’s service area. The Patient Navigator serves as the primary connector between TGNCNB patients and affirming behavioral health and community supports available through PPNCNY’s partnership with Prism Counseling & Advocacy. This position focuses on facilitating access to telehealth mental health services, harm reduction supports, and LGBTQ+ community groups, while also supporting centralized follow-up and coordination of gender affirming services within PPNCNY. The position must exemplify the commitment to PPNCNY’s core values of teamwork, compassion, confidentiality, quality of care, and mission of the organization. This position is full-time, 40 hours per week and is a hybrid position.

Requirements

Demonstrated cultural humility and ability to work effectively with LGBTQ+ and TGNCNB communities.
Adheres to confidentiality and privacy protocols in accordance with PPNCNY policies and HIPAA requirements.
Strong organizational skills with the ability to coordinate across multiple systems and partners.
Ability to proactively identify and address barriers to care.
Strong communication skills (verbal and written).
Ability to work collaboratively with internal teams and community partners.
Adaptability to accommodate evolving program and grant needs.
Acceptance and understanding of PPNCNY’s Personnel Policies.
Associate’s or Bachelor’s degree in social work, public health, human services, or related field preferred; equivalent experience considered.
Valid Driver’s License and ability to travel within PPNCNY service area.

Nice To Haves

Experience in care coordination, case management, patient advocacy, or community health preferred.
Experience working with LGBTQ+ communities strongly preferred.

Responsibilities

Serve as the primary point of contact for TGNCNB patients seeking connection to telehealth mental health services, harm reduction supports, and LGBTQ+ community groups.
Facilitate warm handoffs and real-time coordination with Prism Counseling & Advocacy to connect patients to no-cost telehealth counseling and case management services.
Coordinate scheduling and access to telehealth appointments hosted at PPNCNY health centers and Community Outreach Centers.
Support development, promotion, and patient enrollment for adult LGBTQ+ support groups in collaboration with Prism and ACR Health.
Provide care coordination and centralized follow-up for PPNCNY patients.
Conduct pre-visit outreach for patients accessing gender affirming hormone services, reviewing informed consent, appointment expectations, and logistical needs.
Assist patients with insurance navigation, prior authorizations, pharmacy coordination, and billing concerns in collaboration with clinical, follow-up, and billing teams.
Maintain up-to-date referral lists and community resource materials for affirming providers and services.
Upload patient education materials to the patient portal and provide education related to hormone therapy, behavioral health resources, and community supports.
Serve as liaison between patients and internal departments (clinical, scheduling, centralized follow-up, billing) to reduce barriers across the care continuum.
Field patient concerns related to affirming care experiences and escalate appropriately to supervisors.
Track referrals, telehealth connections, group participation, and navigation outcomes in accordance with grant reporting requirements.