Job Description

JOB SUMMARY

Under the leadership and supervision of OTOP’s Intake & Counseling Services Director, the Clinical Case Manager- MAJIC/Intake will play a key role in providing patients with culturally responsive, trauma-informed, person-centered counseling services, assessments and case management support. The incumbent’s caseload will primarily consist of recent intakes at Ward 93 and justice-involved patients part of OTOP’s MAJIC Program (MOUD Accessible Justice Involved Care Program). Involves the clinical expertise, coordination and advocacy to assist patients and their professional and natural supports to cope successfully with the complexity of the legal and health care system. Performs assessments and utilizes evidence-based models of care including but not limited to CBT, solution-focused therapy, motivational interviewing, relapse prevention planning and case management. May support identification, implementation, and monitoring of contingency management or motivational incentives based on participant identified goals.

Primary goals are to increase access to MOUD services, support patient progress towards goals, improve linkage to reduce overdose risk, and optimize care and outcomes. Acts as a communication liaison to understand the patient's individual clinical needs, desires, and concerns. Guides the patient, providers and supports to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.

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).

DUTIES & ESSENTIAL JOB FUNCTIONS

Key Responsibilities

List key functions and the estimated percentage of time spent performing each of the responsibilities. Indicate which responsibilities are considered "Essential" to the successful performance of the job as defined by the EEOC: “Essential functions are the basic job duties that an employee must be able to perform. You should carefully examine each job to determine which functions or tasks are essential to performance.”

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)

30

Patient Care- Intake & Assessment

• Screens, triages and assesses individuals presenting for intake at Ward 93 and SFCJ based on clinical admission criteria.
• Establishes and coordinates a supportive, person-centered care plan with goals and interventions based on treatment and individual patient / service provider needs.
• Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare and legal system for services.
• Complete quarterly care plan updates and annual assessments

45

Patient Care- Counseling & Case Management

• Provide evidence-based counseling services within scope of practice
• Works closely with OTOP, Jail Health Services, and other service providers, advocating and representing the patient with a focus on the patient's satisfaction with the clinical aspects of their treatment experience. Identifies and works to remove barriers to the plan of care as appropriate.
• Coordinates clinical and non-clinical resources based upon patient's diagnosis, insurance coverage and community programs. Applies clinical knowledge to explain treatment options. Identifies patient's preferences, and any barriers to the treatment plan implementation.
• Anticipates and initiates coordination activities, especially OTP linkage; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs. May include reviewing clinical case with provider team to schedule evaluation services.
• Supports identification, implementation, and monitoring of contingency management or motivational incentives based on participant identified goals
• Follows up with patients and professional/natural supports using established escalation and triage protocols. Documents to standards. Assists with developing / refining of protocols and participates in documentation improvement activities.

15

Program Compliance & Operations

• Attend team huddles, case conferences and team/clinic/department meetings as assigned
• Support with documentation review and sign off
• Engage in ongoing continuing education and complete all required trainings
• Assists and supports new staff to the workflows and processes; trains in new technologies.
• Reports issues to appropriate provider and / or department manager. Solicits feedback on patient / family interactions / style / efficacy from peers and managers.
• Provide coverage for intake, stabilization and counseling teams within scope of practice as appropriate
• Other duties as assigned

10

Quality Assessment & Improvement

• Analyzes patient satisfaction reports and metrics regarding clinical treatment and patient understanding of their care plan. Pro-actively identifies problems in processes and clinical operations affecting patient satisfaction. Collaborates with clinical team to develop improvement processes to increase patient satisfaction.
• Collects, evaluates, and presents meaningful use and / or relevant operational or clinical data to leadership. Establishes recommendations for follow up and action plans for improvement in clinical areas.
• Assists in developing a culture oriented around patient satisfaction. Participates in relevant committees, task forces, coalitions, associations, and meetings to represent the clinic and the patients. May participate on teams for improvements in clinical applications, in conjunction with workflows.
• Liaisons with clinicians and departments, proposes improvements to workflows; facilitates improved coordination of care based on patient's treatment plan and each practice's scheduling requirements.

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%.)

Identify the functions or tasks that employees in the job perform. The essential functions should state the purpose of the work and the results to be accomplished, rather than how the function is performed. Of the tasks listed, what percentage of time is devoted to each? The more time employees spend on a function, the more likely it is that the function is essential. Generally, include those functions that account for 10% or more of the work, i.e., key items that contribute significantly to the achievement of the job. The functions should add up to 100%.

LIVING PRIDE STANDARDS

Please list:

Knowledge, Skills and AbilitiesReq / PrefStrong general clinical knowledge in a variety of modalities, or significant expertise in substance use counseling, sepecifically for opioid use disorder. Ability to assess patient needs and make appropriate referrals for ancillary support services and programs.ReqAdvanced skills in assessing patient's grievances and locating appropriate resources to get issues resolved. Skills to intervene and assist with patient's questions or concerns about treatment plan.ReqExcellent customer service skills, working with a high volume and high expectations customer base. Ability to support patients with a wide variety of clinical and non-clinical needs.ReqAbility to work in a complex, multi-divisional environment with the skills to establish priorities, set objectives and achieve stated goals. Ability to utilize project management tools. Excellent analytical, organizational and problem-solving skills.ReqClear and concise communication skills to teach patients about complex, sensitive clinical issues.ReqProficiency with Windows-based software including Epic, Methasoft, Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.ReqMinimum 2 years working in substance use and/or mental health field with low-income, culturally diverse populations.ReqCapacity to be reflective about work and role. Able to work independently.ReqWilling to travel locally between multiple service locations (travel cost reimbursement will be provided)ReqMinimum 2 years working in Opioid Treatment ProgramPrefExperience working with unhoused, immigrant, and/or justice-involved populations.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

Bachelor's degree in related area and / or equivalent experience / training.Req

Licenses

Req / Pref

Requires clinical licensure in relevant discipline.REQ

Certifications

Req / Pref

Certified Substance Use Disorder/Alcohol Drug Counselor as defined by CA DHCS approved counselor certification organizations (CAADE, CADTP or CCAPP)Req

Service Excellence

• Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center’s values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
• Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.
• Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
• Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
• Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
• Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.

Work Environment

• Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
• Picks up and disposes of any litter found throughout entire facility.
• Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
• Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
• Protects the physical environment and equipment from damage and theft.

OTHER FUNCTIONS AND RESPONSIBILITIES

Duties listed in this section are not essential or intrinsic to the job but are performed at times.

Included in this section should be a general statement such as. “Perform other duties as assigned.”

This phrase allows the supervisor to assign sporadic or one-time tasks as needed.

Please list:

• Performs other duties as assigned.

POPULATIONS SERVED

Employees who routinely provide direct patient care require a statement concerning Populations Served Competencies. Typically, a statement such as “Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient’s age.” is sufficient. Select from the following patient age categories.

Infant

Child

Adolescent

Adult

Geriatric

MEDICATION ACCESS AND STORAGE

The “Medication and Auxiliary Staff Competency” must be successfully completed for Level I, Level II or Level III staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning).

LEVEL 1: Access Med Storage Areas for Cleaning

LEVEL 2: Access & Transport

LEVEL 3: Access, Transport & Stocking

Environmental Service Personnel

Drivers

Anesthesia Technicians

Patient Support Assistants (PSAs)

Hospital Assistants (depending on specific duties; ask HR if unsure)

Hospital Unit Service Coordinators

Material Services Personnel

Volunteers

Medical Assistants

Nuclear Medicine Technologists

Ophthalmology Technician

Patient Care Assistants (PCAs)

Pharmacy Storekeepers

Radiology Technologists (all modalities, Ultrasound, Mammo, etc.)

Instructions: After employee successfully completes the level-appropriate competency, please check the corresponding box below. Obtain the employee’s and manager’s signatures to attest that the competency was completed and send the signed job description to HR for the employee’s personnel file.

_____ Level 1 As a part of his/her daily activities, employees may have access to medication storage areas for cleaning only. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 1.

_____ Level 2: As part of his/her daily activities, employee may access and transport medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 2

_____ Level 3: As part of his/her daily activities, employee may access, transport and stock medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 3.