Client Navigator, Bilingual (English/Spanish)

The Client Navigator, Bilingual (English/Spanish) plays a critical role in ensuring that Testing Center clients receive seamless access to prevention, care, and essential support services. This includes linking clients to PrEP, PEP, HIV/STI/HCV treatment, and social services to reduce barriers to care and improve health outcomes.

This role also focuses on client engagement through GMHC’s telehealth service platform, ensuring that individuals starting PrEP are retained in care and supported through follow-ups and navigation assistance. The Client Navigator will track client engagement, update electronic health record (EHR) systems, and conduct HIV/STI counseling, testing, and referrals both on-site and during off-site outreach events.

This position is ideal for someone passionate about public health, HIV prevention, and community engagement, who thrives in a client-centered environment and is committed to ensuring that all individuals receive the support they need to access medical care.

The following duties are mandatory requirements of the job:

Client Navigation & Linkage to Care

• Facilitate linkage to care and navigation services for clients interested in PrEP, assisting with barriers such as lack of health insurance or limited healthcare access.
• Conduct follow-ups for telehealth clients enrolled in PrEP services who have missed or not yet attended a medical      appointment.
• Provide navigation support for individuals newly diagnosed with HIV/AIDS or Hepatitis C, as well as those living with      untreated conditions who need to re-engage in care.
• Maintain an up-to-date knowledge of internal and external resources, ensuring clients receive comprehensive and coordinated      services within the continuum of care.
• Assess clients using telehealth services to screen for additional socio-medical needs and offer appropriate referrals and      follow-up support.

Electronic Health Records & Documentation

• Maintain accurate and timely data entry in electronic health record (EHR) systems, including AIDS Institute Reporting System, TREAT, and AWARDS, ensuring that all client interactions, services provided, and referrals are properly documented.
• Ensure compliance with confidentiality regulations, including HIPAA and Article 27-F of the NYS Public Health Law, by securely handling and storing sensitive client information.
• Upload, track, and manage laboratory results within GMHC’s telehealth services platform, ensuring that HIV, STI, and HCV test results are processed efficiently and made available for prompt review by clinicians. 
• Verify the accuracy of lab documentation and follow up with medical providers to address discrepancies, incomplete records, or missing lab results to prevent delays in client care.
• Assist in generating reports and tracking service metrics, ensuring program data is complete, accurate, and accessible for internal quality monitoring and external reporting to funders.
• Coordinate with clinical and administrative teams to optimize workflow processes for data management and record-keeping, contributing to a streamlined continuum of care for clients.

HIV/STI Counseling & Testing

• Provide comprehensive pre- and post-test HIV counseling to ensure clients understand the testing process, risk factors, and next steps based on their results. 
• Conduct STI screenings for syphilis, gonorrhea, chlamydia, and hepatitis C, explaining procedures, potential results, and available treatment options. 
• Ensure compliance with GMHC’s Testing Center policies and adhere to NYS confidentiality laws (Article 27-F of the Public Health Law) and HIPAA regulations to protect client privacy. 
• Educate clients on HIV prevention strategies, including PrEP (pre-exposure prophylaxis) and PEP (post-exposure prophylaxis), explaining eligibility, effectiveness, and how to access these medications. 
• Discuss sexual health topics using a sex-positive, harm reduction approach, promoting stigma-free conversations about safer sex practices, condom use, and risk reduction strategies tailored to individual needs. 
• Address client concerns and misconceptions about HIV/STIs, providing science-based information to empower informed decision-making about their health.

Compliance, Training & Professional Development

• Attend triad and continuous quality improvement (CQI) meetings and assist in implementing CQI projects as needed.
• Participate in trainings and professional development opportunities, as directed by the supervisor, to enhance skills and knowledge in client navigation, sexual health, and harm reduction strategies.
• Assist with special projects and initiatives as assigned by supervisor.

Special Skills and Knowledge:

Required Skills 

• Spanish bilingual, with the ability to provide HIV/STI testing, education, and referrals in Spanish.
• Strong understanding of HIV, AIDS, STIs, PrEP, PEP, and other sexual health topics.
• Knowledge of harm reduction and sex-positive approaches to healthcare and prevention.
• Experience providing linkage to care services, ensuring seamless access to medical, social, and support services.
• Strong written and verbal communication skills to interact with clients, colleagues, and external service providers.
• Ability to multitask, prioritize, and complete tasks within varying deadlines in a fast-paced environment.
• Proven ability to work both independently and collaboratively within a team, with minimal supervision.

Preferred Skills 

• Familiarity with the LGBTQ+ community in NYC and the unique healthcare challenges faced by priority populations. 
• Ability to effectively communicate and engage with diverse populations, including gay, bisexual, and other men who have sex      with men (MSM), transgender, and gender non-conforming individuals.
• Experience conducting outreach, client engagement, or advocacy work in public health or social services.

Education and Certification 

• High School Diploma or equivalent required. 
• Certificate of attendance for PrEP/nPEP training desired.

Technical Skills

• Proficiency in Microsoft Office Suite, including:
• Word – Creating reports and documentation.
• Excel – Tracking client navigation metrics and program deliverables.
• PowerPoint – Preparing presentations for training and outreach.
• Outlook – Managing email communication and scheduling.
• Experience with electronic health record (EHR) systems such as AIDS Institute Reporting System, TREAT, and AWARDS.
• Strong data entry skills, ensuring accuracy and efficiency in tracking client engagement and service outcomes.

Work Environment & Schedule

This position requires on-site work at the designated office location and adherence to the assigned schedule:

• On-site presence during scheduled work hours is required.
• Responsibilities include in-person and virtual collaboration with colleagues, supervisors, and clients.
• Requires access to office resources, equipment, and confidential information to perform job duties.
• Must comply with workplace policies, health, and safety regulations at all times.
• Availability for late afternoons, evenings, and occasional weekend hours is required.
• Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff.

Physical Demands

While carrying out the responsibilities of this role:

• Routine sitting, standing, and engaging in client counseling sessions.  
• Performing venipuncture and finger-stick procedures, requiring fine motor skills and manual dexterity. 
• Occasionally lifting testing kits, medical supplies, or outreach materials (up to 25 lbs.)

Successful candidates will welcome the opportunity to work in a racial and gender-diverse environment and to contribute to a positive and inclusive atmosphere. Working at GMHC requires a demonstrated awareness of and commitment to the concerns of the breadth of the communities that we serve promoting equity and social justice.