Gender Affirming Care Patient Navigator

About the role

The Gender Affirming Care (GAC) Patient Navigator supports transgender, non-binary, and gender-diverse patients in accessing affirming, patient-centered healthcare. This role provides individualized assistance and addresses systemic barriers.

Responsibilities

• Prepares, submits, and tracks prior authorization requests for gender-affirming services and procedures.
• Communicates with insurance companies to resolve issues causing delays or denials.
• 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.
• 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.
• Maintains strict confidentiality in accordance with agency policies and HIPAA.

Qualifications

• Bachelor’s degree in a related field (e.g., social work, psychology, nursing, public health, gender studies) preferred.
• Experience providing patient care, education, or navigation in gender-affirming care, family planning, and/or sexual health settings required.
• Experience in care coordination, case management, or patient navigation required.
• Familiarity with prior authorization processes or medical insurance systems preferred.
• Experience working with EPIC or comparable electronic health record (EHR) systems preferred.

Skills & Abilities

• Strong understanding of systems, services, and community-based resources available and affirming to transgender, gender-nonconforming, and nonbinary individuals in the Rochester and Finger Lakes Region.
• Awareness of Social Determinants of Health and their impact on health outcomes.
• Knowledge of legal, administrative, and clinical processes related to gender affirmation, including name and gender marker changes and pathways to gender-affirming surgery.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Excellent written and verbal communication, organizational, documentation, and problem-solving skills.
• Commitment to delivering exceptional, patient-centered customer service, including accurate documentation and timely, thorough follow-up.
• Ability to work independently, manage time effectively, set priorities, manage multiple tasks with accuracy, attention to detail, and flexibility.
• Ability to work as part of multi-disciplinary team.
• Adaptability to changing priorities and needs of patients and promoting patient autonomy.
• Strong interpersonal and cooperative skills with both internal and external customers.

Benefits & Compensation

• Pay range: $21.89 to $25.36/hour.
• Extensive benefits package including Paid Time Off, 10 paid holidays, medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and more!