OTOP Intake Coordinator

University of California, San Francisco•San Francisco, CA

19d

About The Position

The OTOP Intake Coordinator provides non-clinical support, guidance, and assistance to patients, families, and providers as they navigate healthcare and the OTOP referral and intake process. The role supports same-day access to medications for opioid use disorder (MOUD), patient satisfaction, and improved care outcomes. It serves as a communication liaison, helping identify patients’ non-clinical needs and connecting them with relevant services, information, and resources. The coordinator works with an interdisciplinary team to support clear and timely communication and consistent implementation of protocols. Under the leadership and supervision of the OTOP Intake & Counseling Services Director, the coordinator oversees patient navigation through OTOP intake, including at the Bayview Mobile Van site. The position coordinates intake services with local hospitals, jails, and community providers to support treatment access and continuity of care. It may also perform clinic tasks such as intake triage, scheduling, medical and counseling coordination, de-escalation, and care coordination. The incumbent collaborates with clinical supervisors, the Deputy Medical Director, and other staff on program policy, evaluation, and process improvement, and is accountable for responsible stewardship of departmental resources in compliance with applicable standards and procedures. The UCSF Department of Psychiatry at Zuckerberg San Francisco General Hospital and Trauma Center provides culturally competent, evidence-based clinical services to a diverse patient population. The Division of Substance Use and Addiction Medicine provides multidisciplinary consultation and treatment for people with substance use disorders. Through OTOP, it provides medications for opioid use disorder and counseling at Ward 93, the Bayview Van site, and San Francisco County Jail.

Requirements

A BA/BS degree and one year of related experience, or three years of related experience providing care coordination, community health work, wellness coordination, patient advocacy, or eligibility services.
California state registration as a RADT or SUDRC. Candidates registered on or after July 1, 2025, must have completed the required 80 hours of approved core competency education.
Strong skills in understanding and assessing patient grievances and quickly identifying appropriate resources for assistance.
In-depth knowledge of the organization and how to get issues resolved.
Strong interpersonal and customer service skills, with the ability to communicate and resolve issues effectively with diverse patients, staff, and physicians.
Ability to work cooperatively and communicate effectively with others.
Ability to work under pressure in a high-stress, high-volume clinical environment and meet deadlines.
Excellent attendance and reliability.
Experience providing culturally competent care to people of diverse genders, sexual orientations, and ethnicities.
Experience providing trauma-informed care to people with mental health and substance use disorder diagnoses.
Excellent analytical and problem-solving skills, including developing solutions, recommending changes, and following through on implementation.
Excellent written and verbal communication skills; ability to accurately follow oral and written instructions and attend to detail.
Proficiency with Windows-based software, including Microsoft Word, Excel, and Outlook, and knowledge of computer systems and software used in the functional area.

Nice To Haves

Experience with Epic and Methasoft EHR systems.
Experience with REDCap.
Knowledge of harm reduction theory.
Knowledge of health and psychosocial problems associated with opioid dependence and other substance use disorders.
Knowledge of effective treatments for opioid dependence and other substance use disorders.
Ability to efficiently prepare clinical notes and written summaries, set priorities, and complete notes and reports within required timeframes.
Strong knowledge of Patient Rights & Responsibilities and Centers for Medicare/Medicaid regulations.
Knowledge of medical terminology and state and federal regulations governing opioid treatment programs.
Strong knowledge of data collection, compilation, and analytical techniques.
Certification as a Substance Use/Alcohol and Drug Counselor through a California DHCS-approved counselor certification organization (CAADE, CADTP, or CCAPP).

Responsibilities

Organize, coordinate, steward, and triage daily intakes.
Communicate clear and consistent information about accessing OTOP intake to internal staff and community providers.
Receive and respond to intake referrals and inquiries through electronic, telephone, secure email, and other channels in accordance with policies and protocols.
Communicate with internal and external providers about intake, hospitalization, and incarceration.
Liaise with departments, propose workflow improvements, and facilitate care coordination that accommodates practice scheduling requirements.
Manage the intake mobile phone and provide referrals or alternative care options when individuals cannot complete intake at OTOP.
Manage the intake portion of the staffing calendar, ensure intake capacity reflects staffing, and communicate coverage needs to the supervisor.
Notify Behavioral Health Services when clinic intake hours or capacity change.
Coordinate activities and provide patients with road maps and expectations aligned with their needs.
Lead the daily Intake Team huddle and communicate intake team needs and resource requests to the supervisor.
Monitor intake caseload size and patient attendance; coordinate caseload assignments with intake and maintenance counselors, with clinical supervisor support.
Conduct patient no-show searches and outreach.
Help resolve patient support issues, provide culturally competent support during clinic visits, address grievances at point of service, and identify appropriate resources.
Recommend processes to improve patient satisfaction and navigation across the healthcare system; collaborate with clinic leadership on investigating complaints and barriers to satisfaction.
Review patient satisfaction reports and metrics, identify improvement opportunities, and work with healthcare system managers and colleagues on process changes and action plans that support engagement and retention.
Develop a library of patient resources and general information that meets regulatory requirements, and orient new patients to billing, scheduling, and local resources for clinical questions or concerns.
Monitor patient treatment operations for compliance with procedures.
Collect, evaluate, and present meaningful-use and other relevant operational data and metrics for leadership; recommend follow-up and improvement action plans.
Enter data in EHR systems and research databases, implement job-task and workflow procedures, and recommend ways to improve staff utilization and efficiency.
Collaborate on accurate data collection for program evaluation and process improvement, and document patient interactions in the clinic EHR according to applicable policies and regulatory standards.
Participate in committees, task forces, and special projects; provide intake or administrative team coverage as needed; and attend required meetings and trainings.
Perform other relevant duties as assigned.