Transgender Care Case Manager

Position Overview

The Transgender Care Case Manager serves as a central point of coordination for transgender and gender diverse patients, helping ensure timely, respectful, and comprehensive access to care. This position focuses on case management, scheduling, follow-up, referral coordination, documentation, and patient navigation related to gender affirming care while also supporting additional disease state management and clinical priorities, including Hepatitis C, diabetes, HIV prevention or treatment support, and other clinic metrics identified by leadership. The role helps build a whole-person care model by working closely with providers, support staff, outside specialists, and community programs.

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Key Responsibilities

Serve as the primary case manager for transgender and gender diverse patients, supporting intake, scheduling, navigation, follow-up, and ongoing care coordination across the continuum of care.
Act as the main point of contact for transgender care-related calls through a dedicated phone line, ensuring prompt, professional, and compassionate response to patient and community needs.
Coordinate closely with medical providers, nursing staff, front office staff, behavioral health, pharmacy, and other internal teams to support complete patient care and efficient clinical workﬂows.
Document patient interactions, care coordination activities, scheduling updates, and case management services accurately and in a timely manner in the medical record system.
Assist with scheduling appointments for gender affirming care, primary care, specialty referrals, follow-up visits, laboratory services, imaging, and other clinically indicated services.
Support care coordination for additional disease states and clinical priorities, including Hepatitis C, diabetes, HIV related services, preventive care, and other quality or population health metrics as assigned.
Track referrals from initiation to completion, including obtaining required records, following up with specialty offices, conﬁrming appointment status, and helping resolve barriers to access.
Assist with prior authorization processes and referral-related coordination to support medically necessary care and timely completion of treatment plans.
Maintain strong working relationships with community partners, advocacy groups, and transgender community members to improve access, trust, and engagement in care.
Attend programs, events, outreach activities, and meetings at varying hours and days based on patient, community, and operational needs.
Provide excellent customer service to patients, visitors, partners, and staff, modeling a welcoming and always affirming environment.
Monitor assigned patient panels, outreach lists, and care gaps to support follow-up, retention, and completion of care plans.
Support clinic leadership with tracking, documentation, and follow-up related to transgender care outcomes and other pertinent clinical metrics.
Help identify workﬂow improvements that strengthen access, communication, coordination, and the overall patient experience for transgender and medically complex patients.
Participate in team meetings, case conferences, trainings, quality improvement activities, and interdisciplinary planning as assigned.
Undertake related duties as assigned

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Minimum Qualifications

Minimum two years of professional experience in case management, patient navigation, care coordination, clinical support, or a related healthcare role.
Demonstrated experience working with transgender and gender diverse communities and a strong understanding of culturally responsive, affirming care practices.
Experience coordinating appointments, referrals, specialty care, and follow-up in a healthcare or community health setting preferred.
Experience documenting in an electronic medical record system and maintaining accurate, timely records.
Ability to work a flexible schedule, including occasional evenings or weekends, based on program and patient needs.
Bilingual skills, including Spanish, are a plus.
Transportation and the ability to work from multiple locations as needed.

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Knowledge & Skills

Knowledge of chronic disease support needs, including Hepatitis C, diabetes, HIV related care, and preventive care coordination, is preferred.
Knowledge of prior authorization, referral management, and healthcare access barriers is strongly preferred.
Ability to communicate professionally and compassionately with patients, families, providers, staff, and community partners.
Strong customer service, organization, time management, and follow-through skills.
Ability to manage multiple priorities while maintaining attention to detail and a high level of responsiveness.
Proficiency in Microsoft Office and ability to learn clinic systems, scheduling systems, and reporting tools.

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Physical Requirements

Ability to lift up to 50 lbs. and assist with light setup tasks.
May be outside in extreme weather conditions or indoors with loud noises

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Educational/Licensure Requirements

Bachelor’s degree in social work, public health, healthcare administration, psychology, counseling, or a related field preferred. Equivalent experience in case management, care coordination, or community health may be considered.

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Salary: $51,500 – Annually

Benefits: