Gender Affirming Care Coordinator

Job Title: Gender Affirming Care Coordinator
Pay: $64,896 (at 40 hrs/week); $31.20 per hour Hours: 32-40 hrs/week
FSLA Status: Non-Exempt
Remote vs. In Person: Up to 2 days remote day per week for someone 0.8 FTE or higher
Primary Location: Lyon-Martin Community Health Services
Address: 1735 Mission Street San Francisco, CA 94103
Reports To: CEO
Organization Mission
The mission of Lyon-Martin Community Health Services is to provide high quality, compassionate and trauma-informed medical, gynecological, and mental health care services to trans, non-binary, gender non-conforming, and intersex communities and cis-gender women with specific sensitivity to LGBQA+ sexual orientation, disability, size, race, ethnicity, and language, regardless of immigration status or ability to pay.
We aim to eliminate health inequities for our communities by rooting our clinical practice in core foundational intersectional frameworks of anti-racism, self-determination, harm reduction, and reproductive and disability justice. As a community clinic, we believe our communities are best served by and for us; that's why community engagement and leadership development are central to our mission of community care and mutual aid. Lastly, we commit to increasing access to culturally responsive care beyond our walls through provider training and education and addressing systemic barriers to care through policy advocacy.
Job Summary
The Gender Affirming Care Coordinator is a key member of Lyon-Martin's interdisciplinary care support team, managing internal referrals for gender affirming specialty care such as speech therapy and external referrals for gender affirming specialty care such as gender affirming surgery. The Gender Affirming Care Coordinator serves as the main point of contact orchestrating the entire gender affirming surgery referral process from beginning to end. They work closely with patients, surgeons' offices, and insurance companies to obtain insurance authorization for services, to assist clients with scheduling and attendance of appointments, and to support patients in access resources during the peri-operative period. They also appeal unlawful insurance denials as needed and they are responsible for some short-term case management duties such as appointment accompaniments, assisting clients with enrolling into in home support services, home nursing, paratransit, food access programs, and other social support services, and helping clients complete the paperwork necessary to update their identity documents to reflect their gender identity.
The Gender Affirming Care Coordinator is expected to provide all patient care in a sensitive and non- judgmental manner, to maintain a high degree of professional competence and the highest possible ethical standards, and to function as part of a care-giving team. They, along with all staff at Lyon-Martin, are also expected to uphold and imbue in others a commitment to addressing racism, ableism, gender and sexual discrimination within the organization and our clinical practice.
Key Responsibilities

• Submits referrals for gender affirming specialty care, as ordered by clients' primary care providers, including providing all information needed to insurance companies to obtain insurance approval as well as to outside providers to allow for scheduling.
• Assist with scheduling specialty care appointments as needed, notify clients of appointment dates, and ensure specialty visit notes are obtained for review by the primary care provider.
• Serves as the main point of contact for helping clients navigate accessing gender affirming surgeries, including scheduling letter appointments with mental health providers, obtaining letters of support for surgery from their mental health provider, drafting medical clearance letters for surgery, coordinating with insurance companies and surgeons' offices, and providing support peri-operatively.
• Follows up on the completion of missed specialty care appointments as directed by the referring provider through the utilization of motivational interviewing to assess for barriers to attendance; use case management techniques to provide clients with support services necessary to help them attend appointments and adhere to the plan of care.
• Assists with accessing and enrolling into social support services such as Paratransit, In Home Support Services (IHSS), Home Nursing, General Assistance (GA), Short-term Disability Income (SDI), Food Stamps (CalFresh), Project Open Hand and Meals on Wheels.
• Helps clients complete the paperwork necessary to update their identity documents to reflect their gender identity.
• Provide support and assistance to individuals with complex medical and/or mental health needs.
• Participate in case conference meetings with the interdisciplinary team to develop and implement care plans to address clients' identified goals.
• Assists with obtaining Medical Equipment to prepare for surgery as ordered by primary care provider.
• Serves as the point of contact for patients and providers with questions regarding the status of gender affirming care referrals.
• Provide a warm and welcoming atmosphere and excellent customer service.

And, other duties as assigned.
Competencies:
Communication, Written: Delivers written communications that have clarity and impact including emails. Communication, Verbal: Effective listener; clearly and thoughtfully communicates with others in person and on the phone.
Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines.
Time Management: Organizes and establishes priorities; gets the job done in a timely manner. Responds to all in basket messages within 72 hours, per policy.
Customer Service: Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes; responds quickly and effectively to requests for assistance and support whether internal or external.
Computer Literacy: Skilled computer-based work tasks; uses technology to enhance job performance. Teamwork: Accountable to team; participates effectively in group- and teamwork; collaborates positively with other team members; giving and accepting constructive criticism. Asks for help when needed.
Tolerance for Stress, Ambiguity, and Change: Maintains composure even while under great pressure; handles complex problems and change with minimal supervision; demonstrates flexibility and versatility in achieving key goals and priorities.
Attention to Detail: Strives to eliminate errors; makes accurate work a priority; seeks opportunities to improve performance.
Decision Making: Collects, organizes, and analyzes information before making decisions. Takes a thoughtful approach when considering options; may seek supervision and/or input from others. Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact.
Relationship Orientation: Establishes rapport easily with others; listens attentively to others' perspectives; uses good judgment when sharing information and maintaining confidentiality; appropriately expresses empathy.
Presentation Skills: Adapts presentation techniques to fit audience level and technical needs; develops and delivers communications that have clarity and impact; conveys confidence, presence, and professionalism; uses appropriate visual aids to illustrate key points and enhance learning.
Interpersonal Skills: Uses active listening and discussion skills to identify issues, ensure understanding, and facilitate problem solving; works cooperatively with diverse groups; deals with others in a pleasant and professional manner; accurately assesses verbal and non-verbal cues.
Accountability: Makes and meets commitments; accepts responsibility for behavior and outcomes. Follow Through: Monitors status of projects and tasks; thoroughly deals with project details; delivers clear, accurate depiction of status.
Cultural Sensitivity: Ability to work with a diverse population while withholding judgment. Willingly open to learn and understand different perspectives.
Education, Knowledge, Skills:

• At least one year experience working in a healthcare environment
• Knowledge of clinical documentation (treatment plans, terminology, etc)
• Knowledge of various gender affirming surgeries and strong interest in and experience with insurance advocacy
• Culturally sensitive/humble and able to work with a diverse population
• Experience working with lesbian, bisexual, transgender, non-binary, gender non-conforming, and intersex clients.
• Experience working with populations with varying disabilities, racial, ethnic and cultural backgrounds and economic statuses.
• Experience working with clients who do sex work, those experiencing homelessness, people who have challenges with mental illness and/or are using substances, those of with a history of incarceration, people of varying ages.
• Excellent computing and data entry skills. Experience using Microsoft Office programs.
• Integrity to handle sensitive information in a confidential manner
• Strong communication (verbal, written and interpersonal) skills. Practices attentive and active listening and willingness to ask questions.
• Flexible and open to change when facing new problems. Creatively strives to find solutions.
• Excellent organization skills and ability to multitask and juggle multiple priorities
• Outstanding ability to follow-through with tasks
• Ability to work cooperatively and effectively as part of interdisciplinary team and independently assume responsibility
• Strong customer service skills. Sensitive to and patient with the interpersonal anxieties of others. Easy to approach. Spends the extra effort to put others at ease. Warm, pleasant, and gracious.
• Maintains composure and professionalism, especially under stress.

Preferred:

• Spanish fluency (verbal) preferred