Clinical Case Manager – MAJIC/Intake

UCSF•San Francisco, CA

5d•$105,955 - $226,450•Hybrid

About The Position

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).

Requirements

Strong general clinical knowledge in a variety of modalities, or significant expertise in substance use counseling, specifically for opioid use disorder.
Ability to assess patient needs and make appropriate referrals for ancillary support services and programs.
Advanced 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.
Excellent 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.
Ability 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.
Clear and concise communication skills to teach patients about complex, sensitive clinical issues.
Proficiency with Windows-based software including Epic, Methasoft, Microsoft word, Excel, Outlook.
Knowledge of computer systems and software used in functional area.
Minimum 2 years working in substance use and/or mental health field with low-income, culturally diverse populations.
Capacity to be reflective about work and role.
Able to work independently.
Willing to travel locally between multiple service locations (travel cost reimbursement will be provided)
Bachelor's degree in related area and / or equivalent experience / training.
Requires clinical licensure in relevant discipline.
Certified Substance Use Disorder/Alcohol Drug Counselor as defined by CA DHCS approved counselor certification organizations (CAADE, CADTP or CCAPP)

Nice To Haves

Minimum 2 years working in Opioid Treatment Program
Experience working with unhoused, immigrant, and/or justice-involved populations.

Responsibilities

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
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.
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
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.