Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

The Program Patient Care Coordinator serves as the initial point of contact for the Comprehensive Transgender Care program at Lahey Hospital & Medical Center. This individual will provide patient information and referrals to support all clinical specialties, medical and surgical services, primary care and mental health specialty clinics within the Lahey Hospital & Medical Center’s organization, as well as external providers and clinics.
The Program Patient Care Coordinator facilitates care coordination and health care system navigation for patients and families. This includes coordination of care services by helping transgender and gender non-conforming patients navigate various medical, legal, behavioral and financial services.

Job Description:

Essential Duties & Responsibilities including but not limited to:

Intake coordination for transgender and nonbinary patientsAnswers incoming patient callsResponds to gender care referralsProvides direct support to patients including initial phone assessment         Assist with navigation of insurance approvals, denials and appealsAssess service needs and refers to appropriate services and clinicsSchedules and registers patients for medical appointmentsDocuments all patient interactions in electronic medical recordCoordinate with and serve as a point of contact to multi-disciplinary team membersProvide consultation to clinical specialties with respect to transgender and nonbinary patients and supporting families.         Patient education regarding transition related medical and surgical steps Provides patient education on surgical process, access and requirementsPartners with surgical services and ancillary providers to provide timely customer services Support workforce education effortsFacilitate close working relationship between patients/providers and community organizations through communication and collaborationFunctions as an embedded member of an integrated and consultative interdisciplinary teamAssists in developing and building relationships with transgender community and social service providers to aid in effective referrals and timely access to services.

Organizational Requirements:

Maintains strict adherence to the Lahey Confidentiality Policy.Incorporates Lahey Guiding Principles, Mission Statement and Goals into daily activities. Complies with all Lahey Policies. Complies with behavioral expectations of the department and Lahey.Maintains courteous and effective interactions with colleagues and patients.Demonstrates an understanding of the job description, performance expectations, and competency assessment.Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.Participates in departmental and/or interdepartmental quality improvement activities.Participates in and successfully completes Mandatory Education.Performs all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:

Education: Bachelor’s degree in Social Work or related human services field or Commensurate experience with transgender community services with agreement to obtain bachelor’s degree in 5 years.

Licensure, Certification, Registration:  None required.

Experience:  1-3 years’ professional experience in:

Community outreach and patient advocacyResource management and referralsCase management

Skills, Knowledge & Abilities:

Strong Epic preferred and computer skillsUnderstanding of medical office workflows, systems and processesKnowledge of healthcare and health insuranceFamiliarity with medical terminologyExceptional time management, organizational, communication, and interpersonal skills. Ability to multitask in a fast paced environment.Ability to work with and maintain highly confidential information.Ability to exercise tact, discretion, judgment and decision making as it relates to the scope of the job. In the absence of certain of these skills, demonstrates the ability to be thoroughly trained to meet any of these organizational standards.Excellent written and oral communication skillsExceptional customer service and interpersonal skillsProven track record of building and maintaining productive working relationships with all interactionsAbility to work collaboratively as part of a team; offers to help coworkers when neededDetail oriented with ability to multi-taskStrong critical thinking and organizational skillsDemonstrated ability to take initiative and ownership over one’s workAptitude for problem-solvingConsistently displays a positive attitude towards one’s work and work environmentConsistently displays professional appearance

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled