Program: Specialty Care Services Department: Health Services Reports to: Manager, Specialty Care Services & Utilization Review Status: 100% Full-Time, Non-Exempt Probation: 90 days Benefits: Medical, Dental, Vision; also including Life Insurance, Long-Term Disability, Employee Assistance Program, and a 403(b) Retirement Plan CENTER’S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society. DEPARTMENT SUMMARY: As the nation’s largest and most experienced provider of LGBT medical and mental health services, we help LGBTQ people lead healthier, happier lives, by keeping their minds and body well. All services are free or at a low cost. We’re also one of the few Federally Qualified Health Centers in the nation with providers who specialize in primary care for LGBTQ people and with a research team working to advance the care and treatment of people in our community. JOB SUMMARY: The THP Specialty Care Navigator supports patients in navigating and coordinating specialty care referrals for gender-affirming services, including surgery and related procedures. This role provides guidance, education, and coordination across multi-step care pathways, helping patients understand requirements, prepare for services, and complete necessary steps throughout the care process. Responsibilities include supporting referral-related activities, coordinating patient preparation, facilitating scheduling and follow-up across multiple services, and maintaining accurate documentation. Working collaboratively with providers and care teams, this role helps ensure timely access to care, reduce barriers, and promote continuity across gender-affirming care pathways. ESSENTIAL FUNCTIONS Specialty Care Coordination • Coordinate complex gender-affirming specialty care pathways, including surgery and related procedures, across multiple referrals and providers • Manage pre- and post-procedure requirements, including letters of support, medical clearances, documentation, and appointment coordination • Track and reconcile multiple referrals and services within each patient’s care plan to support continuity and completion • Identify and address delays, gaps, and barriers that impact access to specialty care Referral & Authorization Coordination • Determine referral eligibility and authorization requirements based on payer guidelines and compliance standards • Maintain the full referral lifecycle in alignment with department policies and Medi-Cal, Medicare, Managed Care, and private insurance requirements • Coordinate and monitor specialty referrals to ensure timely scheduling, completion, and EHR documentation • Collaborate with eligibility and benefits staff to resolve coverage or eligibility issues that affect care progression Patient Navigation & Support • Serve as a consistent point of contact for patients navigating gender-affirming specialty care services • Educate patients on care processes, requirements, timelines, and expectations across each stage of care • Communicate referral details, appointment instructions, and care expectations in a timely and supportive manner • Provide ongoing follow-up to support patient engagement throughout extended care timelines • Help patients prepare for care by coordinating required documentation, appointments, and readiness steps Care Team Collaboration • Serve as a liaison between specialty providers, internal care teams, and insurance entities to support coordinated care delivery • Maintain communication with specialty providers to obtain consult notes, confirm services, and support additional care needs • Provide regular updates to the multidisciplinary care team on referral status, insurance issues, barriers, and patient needs • Escalate complex issues to appropriate teams and coordinate timely resolution Access & Advocacy • Troubleshoot barriers to specialty care, including insurance, transportation, language access, and system navigation needs • Advocate for patients by coordinating with internal and external partners to support seamless transitions of care • Facilitate communication across care teams to promote equitable access to services Quality & Compliance • Participate in quality improvement initiatives to enhance THP specialty care referral workflows, patient experience, and process efficiency • Support data audits and documentation reviews as needed • Participate in staff meetings, training, and other required activities • Comply with OSHA, HIPAA, and other applicable regulations • Perform other duties as assigned QUALIFICATIONS • Minimum 2–3 years of experience in a healthcare setting, including care coordination, specialty referrals, case management, or patient navigation • Experience supporting complex patient workflows involving multiple providers, services, or visits • Experience with gender-affirming care coordination and surgical planning preferred • Strong organizational skills and the ability to manage multiple patients and track activities across extended timelines • Ability to identify barriers to care and coordinate solutions with appropriate teams • Strong communication, organizational, and interpersonal skills with a high level of attention to detail • Knowledge of ICD-9/10 codes and CPT coding • Proficient in Microsoft Office, EHR, and other healthcare software • Self-motivated with the ability to handle multiple tasks and maintain patient confidentiality. • Able to work independently with minimal supervision • Bilingual (English/Spanish) is a plus • Experience working with or knowledge of the LGBTQ community and related issues • Passion for the Center's mission and a commitment to diversity and inclusion • Demonstrated ability to work effectively with people of diverse races, ethnicities, nationalities, sexual orientations, gender identities, gender expression, socio-economic backgrounds, religions, ages, English-speaking abilities, immigration status, and physical abilities in a multicultural environment The Los Angeles LGBT Center is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, religious creed, national origin, sex, sexual orientation, gender identity, gender expression, medical/physical/mental condition, pregnancy/childbirth and related medical condition, age, marital status, or veteran status. The Center requires that all staff working in Health Services clinical site locations receive the most up-to-date Influenza vaccinations and strongly recommends that staff also receive the latest COVID-19 vaccine. Staff not working at any of the Center’s clinical sites are encouraged to receive the latest COVID-19 and Influenza vaccines but are not required to do so. For more information, please contact jobs@lalgbtcenter.org.