PASS Specialist

Patient Navigation (Primary Responsibility)

Provide person-centered, equity-driven care coordination to patients receiving abortion services, including surgical and medication abortion care. Act as a central resource and advocate for patients, ensuring they understand care options, appointment logistics, costs, legal requirements, and procedural information. Assist patients in navigating state-specific legal barriers such as judicial bypass, mandatory waiting periods, or consent documentation. Connect patients to financial resources, travel logistics, housing, and interpretive services to reduce barriers to accessing care. Collaborate with clinical staff, contact center, billing, and community organizations to ensure patients receive timely and comprehensive support. Liaise with external providers to coordinate out-of-state or out-of-network care and ensure continuity of services. Serve as a resource for questions related to abortion care and gender-affirming care; assist with referral letters, surgery documentation, and insurance navigation. Monitor and triage patient needs through EMR in-basket messages and follow up using telehealth or phone as needed. Advocate for patients experiencing challenges accessing care due to systemic, financial, or regulatory issues. Contribute to outreach and program development efforts in collaboration with the Director of Clinical Quality and Training, and support Development team initiatives related to abortion access funds. Track patient navigation data for reporting, quality improvement, and performance metrics. Collaborate with other navigators to ensure consistent, sustainable services across sites.

Care Coordination and Follow-up

Notify patients of follow-up needs related to abnormal lab tests, imaging, or clinical findings in accordance with Medical Standards & Guidelines (MS&Gs). Accurately document patient interactions and follow-up activities in electronic health records (EHR). Serve as the primary contact for follow-up-related inquiries from patients and staff, including responses via the Patient Portal. Schedule and coordinate follow-up appointments, communicate preparation instructions, and inform patients of associated costs. Escalate charts requiring clinical intervention or leadership attention. Ensure proper reporting to the Ohio Department of Health (ODH), including STI case documentation and timely data entry into the Ohio Disease Reporting System (ODRS).

Patient Contact and Support Services (Call Center)

Respond to inbound and outbound patient communications regarding appointments, billing, services, and care navigation. Screen for financial assistance eligibility, explain payment options, and verify insurance coverage. Triage clinical questions appropriately and forward complex cases to medical staff. Process online appointment requests, maintaining accurate and timely scheduling records. Open and close the Contact Center following internal protocols and maintain confidentiality throughout all communication channels.

Compliance and Reporting

Maintain strict adherence to HIPAA, OSHA, CLIA, and organizational standards regarding confidentiality and patient safety. Comply with all state-mandated reporting requirements, including suspected abuse or neglect. Participate in internal audits, quality improvement initiatives, and required training sessions. Contribute to data collection and reporting processes that support clinical outcomes and organizational performance metrics.

Team Collaboration

Partner with clinical teams, Practice Managers, and administrative staff to ensure coordinated, patient-centered care. Engage in internal committees (e.g., ASF Committee, QA Committee) and contribute to process improvements and staff development. Embody Planned Parenthood’s "In This Together" ethos by promoting teamwork, shared accountability, and mission alignment in all interactions.

Qualifications

• Excellent verbal and written communication skills, with demonstrated ability to manage sensitive information discreetly.
• Strong multitasking, organizational, and time management skills in a fast-paced, high-volume environment.
• Proficiency in navigating electronic health records, patient portals, and billing systems.
• Familiarity with state-specific reproductive healthcare regulations, including abortion laws and ODH reporting requirements.
• Demonstrated cultural humility and a commitment to reproductive justice and health equity.
• Ability to work independently while effectively collaborating across departments and external partners.