Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) has been proudly serving our community since 1933 and is one of the original Planned Parenthood affiliates in the nation.
We provide reproductive health care, health education and advocacy from our five health centers in Alhambra, Baldwin Park, Glendora, Highland Park, and Pasadena, in addition to our telehealth clinic. We strive to ensure the sexual and reproductive health services we provide align with the needs of the communities we serve. Our service area extends from Glendora to Glendale and from the San Gabriel mountains to the San Bernardino freeway, home to 24 communities and a diverse population of 1.4 million people.
Today, PPPSGV sees over 60,000 patient visits per year and delivers over 15,000 opportunities for sex and relationship education in our schools and colleges.
We offer safe and legal abortions. We are committed to providing accurate, non-judgmental care and resources by helping our patients overcome financial, transportation, and other barriers to care. In addition, we work with abortion funds and practical support networks to support our patients. Our abortion care has increased every year since 2018 with an average of 3,500 abortions per year. We saw close to 4,000 abortion patients in 2022 alone, approximately 59 were out-of-state patients.
The HIV & Gender-Affirming Care Navigator will support PPPSGV’s goal in improving access to treatment and care for vulnerable populations to improve their health status and outcomes. The Navigator performs a variety of health education, outreach, follow up, clerical, and social support services to our patients and outreach in the community. This position guides patients through referrals to other healthcare providers and related social and financial services to enable them to access services that improve their health status and quality of life.
As a HIV & Gender-Affirming Care Navigator, you will save lives as you:- Patient Care and Follow-Up
- Provide patient notification and follow-up care in a non-judgmental and non-biased manner, in line with established policies and protocols.
- Understand patient assistance programs, funding sources, and facilitate patient enrollment and reactivation in these programs; assist both patients and health center staff with all submission methods (e.g., online portals, fax, phone) for programs such as Gilead Advancing Access, ViiV Connect, etc.
- Manage and process withdrawal notices from patient assistance programs to ensure proper follow-through on program changes.
- Proactively stay up to date on the latest financial assistance program changes, conducting research to identify new patient support opportunities, present findings to leadership for evaluation and possible program implementation.
- Conduct regular follow-ups with patients to confirm they have received HIV medication and are adhering to scheduled appointments for lab testing and medical evaluations.
- Provide ongoing medication adherence support, including addressing challenges and offering tools to improve consistency in medication usage.
- Educate patients on proper medication usage, dosage, and potential side effects related to HIV treatment and gender-affirming care.
- Inform patients of HIV-positive results and facilitate their connection to comprehensive wraparound services.
- Follow-up with HIV-positive patients to ensure they have initiated care and offer additional resources as needed to support their ongoing treatment.
- Complete and manage medication prior authorizations to ensure financial coverage for HIV prevention and gender-affirming care.
- Offer comprehensive support and resources to patients seeking Gender Affirming Care, including guidance on legal assistance, medical documentation and procedures, as well as mental health navigation.
- Provide patients with information on healthcare resources and agencies, and assist them in accessing services by making appointments, providing referrals, and resolving access barriers.
- Identify and address barriers preventing patients from accessing necessary services, collaborating with appropriate departments to find solutions.
- Provide resources for patients with a need within the social determinants of health scope.
- Maintain affiliate-wide community resource guides on an annual basis.
- Communication and Coordination
- Advocate on behalf of patients to ensure seamless access to necessary services and care.
- Engage with patients through multiple communication channels, including phone calls, the Patient Portal, email, and text messaging.
- Maintain clear and consistent communication between patients, clinicians, the Care Team, and community organizations to evaluate and improve PPPSGV’s effectiveness in recruiting and retaining HIV prevention patients.
- Develop and maintain strong partnerships with local community resources and organizations to expand care options for services not offered by PPPSGV.
- Conduct outreach and provide presentations to community organizations that would benefit from learning about our Specialty Services, including HIV prevention and gender-affirming care.
- Support external community agencies, pharmacies, and vendors with patient care coordination as needed.
- Establish a professional network with other patient navigators, referral coordinators, and case managers within the healthcare and social service sectors to ensure coordinated care.
- Inform patients about PPPSGV's Gender Affirming Care Program, including insurance options, out-of-pocket costs, and follow-up timelines.
- Collaborate with the Director of Gender Affirming Care, Medical Chief Officer, and legal counsel for patient triage and case management.
- Work closely with licensed staff to manage patient follow-up care and coordinate the facilitation of necessary services.
- Communicate directly with pharmacies to clarify prescriptions and resolve any medication-related issues.
- Deliver presentations within the organization on HIV prevention and gender-affirming care outcomes, sharing updates with the team to foster knowledge and engagement.
- Provide internal training sessions for Care Team staff on processes related to HIV prevention and gender-affirming care to ensure team-wide competence.
- Share updates with the organization or Patient Services Staff about workflow changes, process improvements, or new HIV/gender-affirming care information, ensuring that teams are aligned.
- Documentation and Record Management
- Ensure precise, comprehensive, and clear documentation in patient medical records, while maintaining seamless communication with the care team regarding follow-up care, action plans, and prescription management.
- Upload external medical records into patient charts for review by licensed providers, ensuring accurate and timely documentation.
- Oversee the management of medical record requests (standard, legal, and subpoenas) in collaboration with PPPSGV legal counsel.
- Submit Confidential Morbidity Reports (CMRs) to the Public Health Department for required Sexually Transmitted Infections.
- Maintain tracking systems to monitor patient care and productivity, ensuring follow-ups and goals are consistently met.
- Manage and track reminder letters sent to patients per protocol guidelines, ensuring follow-up actions are documented and completed.
- Productivity and Quality Metrics
- Work to meet established Care Team metrics and productivity goals.
- Monthly audits are conducted of phone conversations to ensure quality and time management standards are met.
- Analyze monthly data on staff workload to monitor and improve efficiency and productivity.
- Participate in health center efforts to achieve established goals for productivity and quality metrics.
- Participate in health center/affiliate efforts to achieve established revenue cycle goals.
- Participate in audits as requested related to HIV prevention, gender affirming care, and social determinants of health patient care.
- Miscellaneous
- Work on special projects related to patient care.
- Perform other duties and responsibilities as assigned.
- Comply with PPPSGV's Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations.
We are looking for someone with the following:- Education:
- High School level education and above are welcome to apply.
- Experience:
- Minimum of two years' experience working with vulnerable populations as a patient navigator, case manager, referral coordinator, or similar position in a healthcare or nonprofit setting.
- Other:
- Excellent customer service skills and be committed to providing the highest level of external and internal customer satisfaction.
- Commitment to quality healthcare.
- Bilingual (Spanish/English) preferred.
- HIV Counselor Certification preferred.
- Billing and/or prior authorization experience preferred.
- In-depth knowledge of the San Gabriel Valley community and its healthcare and social service resources.
- Strong understanding of healthcare insurance plans and pharmaceutical operations, including Prior Authorization procedures.
- Familiarity with financial assistance programs for California residents, particularly those supporting LGBTQ+ health and access to care.
- Comprehensive knowledge of resources available for LGBTQ+ individuals, including social, medical, and legal support.
- Awareness of mental health and substance abuse treatment services, especially in relation to LGBTQ+ and HIV-affected communities.
- Expertise in HIV prevention methods such as Post-Exposure Prophylaxis (PEP) and Pre-Exposure Prophylaxis (PrEP), as well as HIV treatment, medication side effects, barriers to accessing medications, and financial assistance programs available for California residents.
- Work independently to research local community agencies for services outside of PPPSGV.
- Computer skills and efficient use of Windows Office programs.
- Work effectively in a hybrid position, balancing remote and in-office responsibilities seamlessly.
- Highly detail-oriented and organized.
- Multitask and maintain strong attention to detail in a fast-paced work environment.
- Strong organizational, analytical, investigational, and problem-solving skills to create effective solutions.
- Excellent verbal, written, and interpersonal communication skills.
- Participate in conversations and answer concerns about sensitive, challenging, and stressful topics.
- Maintain a sensitive and warm demeanor with patients.
- Commitment to protect patient confidentiality.
- Work autonomously with a set of protocols.
- Adaptable to change.
- Work flexible hours including some evenings and weekends.
- Experience with electronic health record systems.
- Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns.
- Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma.
$28 - $30 an hour
The hiring rate for this position is: $28- $30/hour + Medical, Dental, Vision, 401k Matching Program, Premium CALM account, holidays, paid time off, and more!
PPPSGV is committed to fostering an inclusive and diverse workplace. We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.
We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment. As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.
Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!
“We are Planned Parenthood Pasadena & San Gabriel Valley”, for more information about our affiliate, please visit:We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com)
For additional career opportunities, please visit our careers page:Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley
Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.
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