FHC Patient Navigator

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The Patient Navigator will support the clinical and logistical needs of two specialty clinics within the Family Health Center at ZSFG: the Bridge Clinic (50%) and the Gender‑Affirming Care Clinic (50%). This role is essential to the expansion of clinic services, joining a team of existing Navigators working in both settings. The Navigator will serve as a critical bridge between patients and healthcare services, helping to improve care access, continuity, and outcomes for both populations.

• Identify and screen patients for substance use disorder
• Provide motivational interviewing and harm reduction counseling
• Develop outpatient follow-up plans and provide referrals (medication treatment clinics, residential programs, detox, community resources)
• Support ED initiation of addiction medications
• Distribute harm reduction supplies (syringes, naloxone)
• Round with Social Medicine team

• Partner with physicians, social workers, and pharmacy to support patients
• Discuss and facilitate referrals to behavioral health and residential treatment
• Provide harm reduction services
• Schedule appointments and conduct phone outreach for continuity of care

• Maintain patient support phone line during business hours
• Track data and operational metrics
• Complete EHR documentation and panel management
• Lead quality improvement projects
• Complete administrative duties during designated time

• Serve as a non‑clinical resource and liaison for TGD patients and their families when applicable
• Provide panel management oversight to ensure care gaps are being met for the gender diverse patient
• Help patients navigate the complex healthcare system and connect with community resources
• Liaison with Gender Health SF to facilitate improved coordination of care
• Use knowledge of the clinic to resolve issues and support patient needs
• Track relevant data and operational metrics for reporting across both clinics
• Complete electronic health record documentation

• Conduct and review surveys and focus groups with TGD patients to recommend changes in clinic structure and services
• Identify ways to increase patient satisfaction for TGD patients, both adults and children
• Assist with quality improvement efforts to enhance care for gender diverse individuals
• Assist in communicating with members of the Patient Advisory Committee
• Coordinate Patient Advisory Committee meetings (approximately four evening commitments per year)

• Develop and maintain a library of resources and orientation information for patients
• Support resident education on the healthcare needs of gender diverse individuals
• Help write up best practices for teaching clinics serving gender diverse patients as part of the curriculum package for dissemination
• Assist in disseminating best practices to other teaching clinics

• Bachelor's degree in related area and/or equivalent experience/training
• Minimum 3 years of related experience
• Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians
• Strong knowledge of transgender health care needs. Background understanding of health disparities, especially as they apply to the LGBTQ population
• Excellent analytical and problem‑solving skills. Ability to develop solutions and recommend changes and follow‑through with implementation
• Ability to work independently in a fast‑paced, demanding environment with minimal supervision
• Ability to manage and oversee multiple tasks simultaneously, including high daily call volume
• Excellent written and verbal communication skills via email, phone, and text
• Proficiency with Windows‑based software including Microsoft Word, Excel, Outlook. Knowledge of computer systems and software used in functional area

• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid…