21 days old


Whitman-Walker Health
Washington, DC 20009
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About Whitman-Walker Health

Whitman-Walker envisions a society where all persons are seen for who they are, treated with dignity and respect, and afforded equal opportunity for health and wellbeing. Through care, advocacy, research, and education, we empower all persons to live healthy, love openly, and achieve equality and inclusion. For over 40 years, we have been meeting the needs of our communities with the endless dedication of our diverse teams.

Job Summary

The Trans Care Navigator Lead supports the Director of Gender Affirming Care and the Trans Care Navigators in offering specialized support to transgender and gender expansive medical patients of Whitman-Walker Health. The Lead works to promote engagement in healthcare, with a focus on facilitating referrals that lead to specialty care for gender-related surgeries and other affirming practices. The Trans Care Navigator Lead holds a high level of knowledge of policies and procedures that shape the surgical referral process and the scope of work of the Trans Care Navigation team at WWH. The Trans Care Navigator-Lead serves as a point of contact for WWH Trans Care Navigators needing procedural guidance to advise on the next steps with navigating systems at WWH and with outside specialists. They are a contact for Medical Providers at WWH for similar support in referring medical patients for necessary procedures and for some of the external-facing relationships held between the Department of Gender Affirming Care and community partners. The Trans Care Navigator-Lead provides direct support to clients, providing a supportive and empathic relationship that aims to increase patient agency and understanding of health systems, as well as access to WWH services and those in the community.

The Trans Care Navigator Lead liaises between multiple departments within WWH and external organizations and health systems to ensure collaborative service provision with minimal disruption to care, coordinating activities within the multi-disciplinary care team and outside specialists. The Trans Care Navigator Lead will provide training for Trans Care Navigators when needed and may develop projects for peer-supervision, support scheduling of rotating departmental tasks, and represent the department in care team meetings as relevant. The Trans Care Navigators activities may be conducted virtually, within the health center, administrative offices, and in other community settings, as well as virtually.

Core WWH Primary Essential Duties:

Performs and behaves in accordance with Whitman-Walkers mission, cultural norms, and core values of dignity, respect, affirmation, and humility.

Maintains a respectful, non-judgmental, and compassionate manner with patients/clients/staff.

Demonstrates excellent customer service by identifying and exceeding customer requirements.

Adheres to Whitman-Walker policies and procedures, with special attention given to HIPAA requirements.

Maintains data integrity through conscientious use of relevant tools and employing a system of checks and balances.

Demonstrates organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.

Participates in organizational quality and performance improvement activities.

Role Specific Primary Essential Duties:

Coordinates Trans Care Navigator team, including workflow; receipt and disbursement of referrals; scheduling rotation for shared transhealth@ inbox; and other items as directed by the

Director of Gender Affirming Care

Works as part of a multidisciplinary team to provide specialty care to transgender and gender expansive medical patients with a focus on access to gender-affirming surgery

Facilitates timely and accurate completion of referrals for gender-affirming surgery, moving patient through the internal and external process that involves insurance navigation, documentation preparation, tracking, and communication across multiple levels of the Care Team and with outside specialists.

Obtains authorization for surgery referrals as needed and assists patients with scheduling appointments within WWH and with outside specialists.

Share information with patients and community members about common referral partners and insurance processes, highlighting patient feedback and encouraging patient-directed research in pursuit of surgical goals.

Builds relationships with providers and insurers, facilitating communication between external parties and patients as appropriate.

Assists and guides patients through medical and non-medical services at Whitman-Walker and outside agencies, serving as a representative and advocate of the patient, and providing referrals when necessary.

Makes regular contact with patients and develops individualized care plans that are patient-centered

Manages expectations around health goals and clarifies support available at WWH

Assists the patient in establishing care to foster long-term retention and address barriers to care

Maintains up-to-date and accurate records in the electronic medical record (EMR) system or other data systems, in line with standards set by the department

Follow-up with patients that are identified as being at risk of falling out of care or who have not been recently seen by the practice.

Engages in Quality Initiatives in conjunction with the Population Health Quality (PHA) to improve documentation and care for transgender and gender-expansive clients.

Maintains a collaborative list of resources and gender-affirming specialty medical providers

Works to coordinate care with outside specialists as needed to assist patients

Supports the development of educational materials including patient-facing handouts and social media campaigns to be used by WWH.

Participate in ongoing in-service education to maintain professional knowledge, including in regular staff meetings, and meetings with other teams or stakeholders as directed.

Documents all work activities according to departmental standards.

Assist in collecting data and in writing reports used for funders and other internal or external partners.

Responsibilities include other duties as assigned.

Budget Responsibilities

No direct budget responsibilities.

Management Responsibilities

No personnel management responsibilities.

Core WWH Knowledge, Skills, and Talents Required:

Ability to work independently with minimal supervision.

Ability to manage time and effort to meet strategic objectives.

Knowledge of principles and processes for providing excellent customer service, both internal and external.

Knowledge of all applicable WWH policies and procedures.

Excellent oral and written communication skills.

Knowledge of healthcare information systems with the ability to adapt to new electronic medical records and population health platforms.

Analytical skills necessary for the preparation of accurate, concise, and comprehensive reports.

Ability to maintain records and information accurately, timely, and confidentially.

Ability to adapt to changes in the service delivery model, re-prioritizing, as necessary.

Flexibility to work various shifts, including afternoon, evening, and weekend shifts, as necessary.

Flexibility to work within the organization's various locations, as necessary.

Commitment to health equity.

Role Specific- Knowledge, Skills, and Talents Required:

Understanding of and sensitivity to unique health and wellness needs of transgender and gender expansive communities and those with HIV-related concerns.

Knowledge of health disparities within transgender communities and reasons for disengagement from health systems.

Knowledge of best practices engaging groups that have experienced harm and marginalization within health systems.

Knowledge of techniques for assessing patients needs, developing risk-reduction and referral plans, identifying resources, making referrals, following up to ensure completed referrals, documenting patient interactions, and proactively supporting patients pursuit of goals.

Working knowledge of the local community and national resources and benefits that impact transgender and gender expansive people

Fluency in medical terminology is strongly preferred.

Knowledge of electronic medical records is strongly preferred.

Ability to travel with patients in and around the assigned geographic areas using public transportation.

Education and Experience Required

A minimum of 2 years of relevant college-level education is strongly preferred; those without demonstrated education should possess the knowledge, skills, and abilities often gained through equivalent experience.

A minimum 5 or more years of paid work experience providing direct assistance to transgender and gender expansive communities in public health, healthcare, human services, or other community settings. Experience with providing HIV prevention, linkage, or retention services preferred.

2 years of experience working with a broadly diverse population and the ability to work harmoniously with diverse groups of individuals required.

2 years of experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersex communities preferred.

2 years of experience working with people living with HIV or issues related to HIV care preferred.

Working Conditions:

Working conditions for this position are normal for an office environment. The individual may be required to work evenings and/or weekends at organized events.

Physical Demands:

Lifting: No more than 20 lbs. and infrequently.

Movement: Standing and sitting for extended periods.

Visual: Extended periods on a computer.

Concentration: Extended periods of engagement with computer systems where concentration is key to accuracy in data entry. Intermittent periods of engagement with a telephone system to respond to inquiries where concentration is key to task performance.

Communication: Direct and indirect communication. Written and verbal competency.

Whitman-Walker is an equal employment opportunity employer and does not discriminate against applicants, its employees, or former employees on the basis of race, color, religion, gender, marital status, sexual orientation, national origin, age, disability, or veteran status, and gender identity. For accommodation in the application process, please contact Human Resources.


Posted: 2022-07-27 Expires: 2022-08-28

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Whitman-Walker Health
Washington, DC 20009

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