PrEP Retention Specialist (South)

About the role

Texas Health Action (THA) is a community‑informed non‑profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations (two in Austin, one in San Antonio, one in Dallas) plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. THA has roughly ten thousand PrEP patients in Texas. The PrEP Retention Specialist will regularly engage with PrEP patients to ensure medication adherence, engagement with clinical and support staff, regular appointment attendance and medication refills, and development of healthy habits regarding PrEP and sexual practices. Using software that manages electronic medical records and pharmacy data, this team helps ensure patients are successful on their PrEP journey and removes barriers to care.

Responsibilities

• Serve as the primary contact for new PrEP patients as they initiate and adjust to their daily PrEP regimen; provide appointment reminders, confirm successful medication access through the pharmacy, address side‑effect concerns, and verify medication adherence during the first 30 days.
• Ensure established patients have timely access to medication refills and scheduled follow‑up appointments.
• Connect patients with clinical staff and patient advocates to address barriers to PrEP retention, including medication side effects, insurance issues, and copay concerns.
• Empower patients with knowledge and resources regarding PrEP, medication adherence, and healthy sexual practices.
• Maintain open and consistent communication with patients to promote optimal service utilization and patient satisfaction.
• Facilitate ongoing access to PrEP and clinical services by assisting patients with scheduling and rescheduling missed appointments.
• Support clinical and patient support staff in ongoing PrEP retention efforts by identifying, documenting, and communicating patient concerns and barriers to care.
• Utilize electronic medical record (EMR) systems to maintain accurate and timely documentation, communicate with patients, and complete medical data entry.
• Meets appointment adherence goals as set by the program manager; a minimum of 6 PrEP patient follow‑ups completed per hour using the KIND Retention Dashboard (KPIs subject to change with new workflows and expectations).

Requirements

• Education and/or Licensure: High school diploma or GED. Licensure: Active Basic Life Support (BLS) certification required or must be obtained before hire date.
• Required Experience: Three (3) years of work experience in HIV prevention, testing, outreach, or a related position; six (6) months of work or volunteer experience with marginalized communities, such as LGBTQIA+ and communities of color.
• Preferred Requirements: Bi‑lingual (English/Spanish); Certification as HIV Prevention Certified Provider preferred; Phlebotomy certification; Experience working in a healthcare facility or setting.

Skills

• Strong understanding of HIV and STI prevention issues and how they affect or influence service delivery.
• Basic PC skills: Windows operating system, Microsoft Outlook, Word, and Excel.
• Maintain confidentiality under HIPAA standards.
• Exercise diplomacy and tact; excellent customer service and interpersonal communication skills; cultural sensitivity; ability to work with diverse groups.
• Well‑developed verbal and written communication skills in English; additional language abilities desirable.
• Ability to work well under pressure with minimal supervision.
• Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, socio‑economic classes, those in crises or resistant/negative toward organizations.
• Ability to apply time management practices to prioritize, schedule, and complete work effectively to comply with mandated policies and deadlines.
• Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion.
• Ability to work productively with other departments and employees.
• Ability to work with professionals from various partners and organizations.
• Ability to successfully manage conflict, negotiating “win‑win” solutions.
• Ability to multi‑task, prioritize with strong time‑management skills.