THP Specialty Care Coordinator

Los Angeles LGBT Center•Los Angeles, CA

1d•Onsite

About The Position

The THP Specialty Care Navigator supports patients in navigating and coordinating specialty care referrals for gender-affirming services, including surgery and related procedures. This role provides guidance, education, and coordination across multi-step care pathways, helping patients understand requirements, prepare for services, and complete necessary steps throughout the care process. Responsibilities include supporting referral-related activities, coordinating patient preparation, facilitating scheduling and follow-up across multiple services, and maintaining accurate documentation. Working collaboratively with providers and care teams, this role helps ensure timely access to care, reduce barriers, and promote continuity across gender-affirming care pathways.

Requirements

Minimum 2–3 years of experience in a healthcare setting, including care coordination, specialty referrals, case management, or patient navigation
Experience supporting complex patient workflows involving multiple providers, services, or visits
Strong organizational skills and the ability to manage multiple patients and track activities across extended timelines
Ability to identify barriers to care and coordinate solutions with appropriate teams
Strong communication, organizational, and interpersonal skills with a high level of attention to detail
Knowledge of ICD-9/10 codes and CPT coding
Proficient in Microsoft Office, EHR, and other healthcare software
Self-motivated with the ability to handle multiple tasks and maintain patient confidentiality.
Able to work independently with minimal supervision

Nice To Haves

Experience with gender-affirming care coordination and surgical planning preferred
Bilingual (English/Spanish) is a plus
Experience working with or knowledge of the LGBTQ community and related issues
Passion for the Center's mission and a commitment to diversity and inclusion
Demonstrated ability to work effectively with people of diverse races, ethnicities, nationalities, sexual orientations, gender identities, gender expression, socio-economic backgrounds, religions, ages, English-speaking abilities, immigration status, and physical abilities in a multicultural environment

Responsibilities

Coordinate complex gender-affirming specialty care pathways, including surgery and related procedures, across multiple referrals and providers
Manage pre- and post-procedure requirements, including letters of support, medical clearances, documentation, and appointment coordination
Track and reconcile multiple referrals and services within each patient’s care plan to support continuity and completion
Identify and address delays, gaps, and barriers that impact access to specialty care
Determine referral eligibility and authorization requirements based on payer guidelines and compliance standards
Maintain the full referral lifecycle in alignment with department policies and Medi-Cal, Medicare, Managed Care, and private insurance requirements
Coordinate and monitor specialty referrals to ensure timely scheduling, completion, and EHR documentation
Collaborate with eligibility and benefits staff to resolve coverage or eligibility issues that affect care progression
Serve as a consistent point of contact for patients navigating gender-affirming specialty care services
Educate patients on care processes, requirements, timelines, and expectations across each stage of care
Communicate referral details, appointment instructions, and care expectations in a timely and supportive manner
Provide ongoing follow-up to support patient engagement throughout extended care timelines
Help patients prepare for care by coordinating required documentation, appointments, and readiness steps
Serve as a liaison between specialty providers, internal care teams, and insurance entities to support coordinated care delivery
Maintain communication with specialty providers to obtain consult notes, confirm services, and support additional care needs
Provide regular updates to the multidisciplinary care team on referral status, insurance issues, barriers, and patient needs
Escalate complex issues to appropriate teams and coordinate timely resolution
Troubleshoot barriers to specialty care, including insurance, transportation, language access, and system navigation needs
Advocate for patients by coordinating with internal and external partners to support seamless transitions of care
Facilitate communication across care teams to promote equitable access to services
Participate in quality improvement initiatives to enhance THP specialty care referral workflows, patient experience, and process efficiency
Support data audits and documentation reviews as needed
Participate in staff meetings, training, and other required activities
Comply with OSHA, HIPAA, and other applicable regulations
Perform other duties as assigned