OTOP Intake Coordinator

Job Description

Job Function Summary:

Under the leadership and supervision of OTOP's Intake & Counseling Services Director, the OTOP Intake Coordinator plays a critical role in providing non-clinical support, guidance and assistance for patients, families and supporting providers as they navigate through complex healthcare environments. Primary goals are to increase same day access to MOUD services, improve patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns. Guides the patient, natural supports and referring providers through the referral and intake process at OTOP, linking them to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience. Collaborates effectively with interdisciplinary team to ensure clear, timely communication between staff and consistent implementation of detailed protocols.

Generic Scope (not customizable, will not be used in the job posting/advertisement):

Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions.

Custom Scope (customizable, will be used in the job posting/advertisement):

The incumbent ensures accountability and stewardship of UCSF Dept. of Psychiatry & Behavioral Sciences

resources (operational, financial, and human) in compliance with departmental, government, and

accrediting body standards and procedures. Responsible for clearly communicating and coordinating OTOP

intake services with local hospitals, jails and community providers to ensure access to treatment and

continuity of care. A portion of time may be spent performing individual tasks related to the clinic such as intake triage, scheduling, medical and counseling coordination, de-escalation, care coordination and other intake services; Oversight of patient navigation through the intake process for OTOP including the Bayview Mobile Van site constitute the primary part of the job. The incumbent will collaborate with Clinical Supervisors, the Deputy Medical Director, and other staff on program policy, program evaluation, and

process improvement. We aim to foster an environment of inclusion and belonging for our workforce, and to create a team that reflects the diversity of patients served in our clinic.

Department Overview (please write a brief description of your department/unit that you would like to be included in the job posting/advertisement)

The UCSF Department of Psychiatry at Zuckerberg San Francisco General Hospital and Trauma Center (ZSFG) is dedicated to providing culturally competent services to the diverse patient population we serve. Providing a range of clinical services informed by evidence-based practices, the Department of Psychiatry provides care to thousands of patients each year. The Division of Substance Use and Addiction Medicine (DSAAM) provides multi-disciplinary consultation and treatment for patients with substance use disorders at ZSFG. DSAAM provides medications for opioid use disorder and comprehensive counseling services through the Opiate Treatment Outpatient Program (OTOP) at Ward 93, the Bayview Van site and San Francisco County Jail (SFCJ).

Qualifications

Knowledge, Skills and Abilities Req / Pref Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. In-depth knowledge of the organization and how to get issues resolved. Req Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians. Ability to work cooperatively and communicate effectively with others. Req Ability to work in a high stress, high volume clinical environment, and work well under pressure and with deadlines. Req Demonstrates excellent attendance and reliability. Req Experience providing culturally competent care with populations that are diverse in gender, sexual orientation, and ethnicity. Req Experience providing trauma-informed care with populations with mental health and substance use disorder diagnoses. Req Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation. Req Excellent written and verbal communication skills. Ability to follow oral and written instructions accurately, and be detailed oriented. Req Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area. Req Experience with Epic and Methasoft EHR systems. Experience with REDCap. Pref Knowledge of Harm Reduction theory. Knowledge of the health and psycho-social problems associated with opioid dependence and other substance use disorders. Knowledge of effective treatments for opioid dependence and other substance use disorders. Pref Able to efficiently prepare clinical notes and written summaries of activities, set priorities and complete notes and reports within required timeframes. Pref Strong knowledge of Patient Rights & Responsibilities and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology and Opioid Treatment Program state and federal regulations. Strong knowledge of data collection, compilation, and analytical techniques. Pref Education, Licenses and Certifications: List Education, Licenses and Certifications a candidate must possess or meet to be considered for the position. You may also select any of these attributes as being preferred. These will be included in the job posting/advertisement and will be used to screen applicants. Education Req / Pref BA/BS degree and one year of related experience, or three years of related experience providing care coordination, community health work, wellness coordinator, patient advocate, eligibility worker. Req Licenses Req / Pref Certifications Req / Pref California state registration (RADT or SUDRC). Candidates registered on/after July 1, 2025 must have already completed the required 80 hours of approved core competency education. Req Certified Substance Use/Alcohol and Drug Counselor as defined by CA DHCS approved counselor certification organizations (CAADE, CADTP or CCAPP) Pref