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).
Example :
25% Essential Performs basic design, development, modification and debugging of software. Evaluates basic software for functional areas. Analyzes existing software or works to formulate logic for basic systems, prepares basic specifications and performs coding.
of time
Essential Function (Yes/No )
Key Responsibilities
(To be completed by Supervisor)
40
Yes
Intake Referral & Triage Coordination
• Daily organization, coordination, stewardship and triage of intakes
• Delivers clear, consistent messaging about how to access intake at OTOP for internal staff and community providers.
• Responsible for receiving and responding to referrals and inquiries about intake in accordance with policies and protocols (electronic, phone, secure email, etc.)
• Communication w/ internal and external providers regarding intake, hospitalization and incarceration. Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice's scheduling requirements.
• Responsible for intake mobile phone
• Provide referrals and coordinating alternative care options, ensuring positive patient experiences, navigating individuals to alternate treatment resources when they are unable to complete intake at OTOP.

15
Yes
Intake Team Operations
• Manage intake portion of staffing calendar to ensure intake capacity reflects staffing, communicating with supervisor regarding coverage. Communicate w/ BHS when clinic intake hours or capacity change.
• Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs
• Lead daily Intake Team huddle
• Communicate intake team needs and resource requests to supervisor
• Monitor intake caseload size and patient attendance. Coordinate caseload assignments with intake counselors and maintenance counselors with support from clinical supervisors. Complete patient no show searches and/or patient outreach.

20
Yes
Patient Experience & Satisfaction
• Assist in the resolution of patient support issues, exercising judgement within defined guidelines to determine appropriate action.
• Provides culturally competent services.
• Provides support during patient stay or clinic visit. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
• Addresses patient grievances at point of service. Identifies appropriate resource as needed. Collaborates with clinic leadership to investigate patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
• Analyzes patient satisfaction reports and metrics to identify areas for improvement. Collaborates with managers and colleagues across the healthcare system to formulate and implement changes to processes and / or action plans to support increased patient engagement and retention.
• Develops library of resources and general information for patients that meets regulatory requirements. Provides new patients with an overview of resources and general information on billing, scheduling and local resources for clinical questions or concerns.

20
Yes
Regulatory & Compliance
• Monitors and supports patient treatment operations to ensure compliance with procedures.
• Collects, evaluates and presents meaningful use and / or relevant operations data and metrics for leadership. Establishes recommendations for follow up and action plans for improvement. Data entry in EHR systems and research databases.
• Implement procedures for job tasks and workflow. Suggests ways to improve staff utilization and efficiency. Collaborates with supervisor, intake team and OTOP leadership on accurate data collection used for program evaluation and process improvement.
• Documents patient interactions in clinic EHR according to standards established by policies, Title 22, Title 9 and Federal requirements

5
Yes
General Clinic Operations & Compliance
• Participates in committees or task forces and other special projects as required to support improvements in the patient experience.
• Provide coverage for intake team and administrative team as needed
• Attend required meetings and trainings
• Other relevant duties as assigned

0
100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)
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