**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 patients + Answers incoming patient calls + Responds to gender care referrals + Provides direct support to patients including initial phone assessment + Assist with navigation of insurance approvals, denials and appeals + Assess service needs and refers to appropriate services and clinics + Schedules and registers patients for medical appointments + Documents all patient interactions in electronic medical record + Coordinate with and serve as a point of contact to multi-disciplinary team members + Provide 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 requirements + Partners with surgical services and ancillary providers to provide timely customer services + Support workforce education efforts + Facilitate close working relationship between patients/providers and community organizations through communication and collaboration + Functions as an embedded member of an integrated and consultative interdisciplinary team + Assists 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 advocacy + Resource management and referrals + Case management Skills, Knowledge & Abilities: + Strong Epic preferred and computer skills + Understanding of medical office workflows, systems and processes + Knowledge of healthcare and health insurance + Familiarity with medical terminology + Exceptional 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 skills + Exceptional customer service and interpersonal skills + Proven track record of building and maintaining productive working relationships with all interactions + Ability to work collaboratively as part of a team; offers to help coworkers when needed + Detail oriented with ability to multi-task + Strong critical thinking and organizational skills + Demonstrated ability to take initiative and ownership over one’s work + Aptitude for problem-solving + Consistently displays a positive attitude towards one’s work and work environment + Consistently 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 (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) 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**