The Patient Navigator serves as the patient’s primary point of contact, guiding them through the full gender-affirming surgical journey from initial inquiry through surgery and postoperative follow-up. This role coordinates communication and next steps across all departments, including providers, financial counseling, insurance, authorizations, surgery coordination, and the surgery center, to ensure patients remain informed, prepared, and supported.
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Serve as the primary point of contact for assigned patients throughout their journey.
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Serve as a liaison between assigned provider and patients throughout their journey.
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Explain the practice’s process, general timelines, required steps, and what patients can expect at each stage.
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Conduct regular checkins and provide timely updates to keep patients informed and engaged.
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Coordinate with all departments to ensure patient requirements and next steps are completed within established timelines.
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Partner closely with providers, financial counselors and surgery center staff.
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Track each patient’s progress from initial consultation through surgery and postoperative followup.
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Coordinate appointments, consultations, surgery dates, and other nonclinical components of the patient journey.
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Ensure that all required demographic, insurance, consent, and administrative documentation is accurate throughout the journey. If any changes happen, ensure proper documentation is submitted timely to prevent delays or cancellations.
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Confirm that required financial, insurance, authorization, scheduling, and surgerycenter requirements have been completed before surgery.
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Identify missing information, delays, or barriers and work with the appropriate department to resolve them.
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Communicate scheduling changes, outstanding requirements, and next steps clearly and compassionately.
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Escalate complex patient concerns or operational barriers to the appropriate department or leader.
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Accurately document patient communication, status updates, and completed milestones in the appropriate systems.
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Maintain patient confidentiality and comply with HIPAA and practice policies.
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Provide respectful, compassionate, and genderaffirming support without providing clinical advice, medical education, or medical decisionmaking.
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Maintain regular and reliable attendance sufficient to meet the position’s operational, patientservice, and team obligations, with or without reasonable accommodation.
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Comply with applicable laws, regulations, accreditation requirements, privacy and security standards, and organizational policies relevant to the position.
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Other duties as assigned.
The essential functions listed are intended to describe the fundamental duties of the position. A qualified individual must be able to perform these functions with or without reasonable accommodation. The organization will engage in a timely, good-faith interactive process when an accommodation is requested or the need for accommodation is known.
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Education: High school diploma or equivalent required; equivalent combination of education and directly relevant experience may be considered.
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Experience: Experience in patient coordination, healthcare administration, customer service, scheduling, case coordination, or a similar patientfacing administrative role.
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Licensure/Certification: No specific license or certification required unless assigned by the organization.
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Knowledge/Skills: Strong written and verbal communication; ability to explain processes clearly; strong organization and followthrough; ability to manage competing priorities; accurate documentation; comfort using electronic systems, email, phones, and practicemanagement tools; ability to maintain confidentiality.
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Other: Ability to provide respectful, compassionate, and genderaffirming support to patients and to comply with HIPAA, privacy, security, and organizational policies.
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Experience in a medical office, surgical practice, specialty care setting, or patient navigation role.
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Familiarity with insurance, authorizations, financial counseling, surgery scheduling, or referral workflows.
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Experience supporting transgender, nonbinary, or genderdiverse patients in a healthcare or communityservice setting.
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Experience using electronic health record, practicemanagement, CRM, or tasktracking systems.
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Bilingual or multilingual communication skills aligned with patient population needs.
