Job Summary:

The Gender Health Navigator is the welcoming face and voice of our organization, embodying our commitment to compassionate and inclusive care. The Navigator shares our commitment to ensuring a patient-centered approach so that every person has access and is supported in their healthcare journey. Just as critically, the Navigator will strive to make a positive impact in our communities by advocating for inclusivity, compassion, and excellence in healthcare. With a friendly and approachable demeanor, they prioritize building connections with patients from diverse backgrounds. At LACENTA, we are dedicated to meeting each and every one’s medical needs and goals.

Essential Duties and Responsibilities:

Patient Support/ Interaction

• Welcomes patients and visitors in a friendly, professional & courteous manner in person and on the telephone.
• Demonstrates interest in advocating for LGBTQ care and gender health medicine.
• Assists with creating new patient charts.
• Comforts patients by anticipating patient concerns, answering patient questions, communicating changes in clinic and appointment times.
• Bridges all appointment changes between patients, internal staff, and surgical sites.
• Records outcome of reminder calls made to patients scheduled for New Patient Consults and/or follow up appointments.
• Maintaining a comfortable and calming reception area.
• Collects all necessary medical records prior to consultations.
• Respond to patient inquiries promptly.
• Stay up to date on the types of gender health services LACENTA offers, as well as our locations and be able to direct patients accordingly.
• Update patient accounts by obtaining, recording, and updating personal and financial information.
• Maintains awareness of duties of each department in order to process calls efficiently.

Appointment Management

• Verifies insurance and eligibility information, ensuring all necessary forms are signed and dated.
• Confirms patient demographics and insurance details when scheduling appointments.
• Communicate with patients regarding physician delays.
• Optimizes patients’ satisfaction, physician time, and treatment room utilization by notifying back of office staff when patients arrive.
• Keeps patients appointments on schedule by reviewing service delivery compared to schedule; and notifying Office Manager of service delays.
• Handles telephone communications, including scheduling in-office or virtual consultations and follow up appointments.

Recording Keeping and Confidentiality

• Ensures availability of treatment information by filing and retrieving patient records.
• Maintains patient accounts by obtaining, recording, and updating personal and financial information.
• Uses, protects, and discloses patients’ protected health information according to HIPPA guidelines.
• Protects patients' rights by maintaining confidentiality of personal and financial information adhering to all HIPPA guidelines

Compliance and Operations

• Maintains operations by following policies and procedures; reporting needed changes.

Additional Duties

• Other duties, as assigned.

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are reflective of the knowledge, skill, and/or ability required.

• High School Diploma or GED required
• Minimum of 1 year of front office experience in a medical setting
• Experience in a Gender Health clinic setting is preferred
• Experience or interest in advocating for LGBTQ care and gender health medicine.
• Bilingual in English and Spanish is required
• General knowledge of HIPAA regulations
• Must be able to travel between our various clinics in Los Angeles (Pasadena, South Bay, Downtown LA)
• Proficient in computer use with a typing speed of at least 40 wpm

Ability to:

• Must be extremely organized and detail oriented
• Must have excellent communications and writing skill
• Strong telephone etiquette
• Must have courteous, professional nature and customer service oriented
• Knowledge about insurance plans