OTOP Intake Coordinator

UCSF•San Francisco, CA

20d•$54,500 - $115,500

About The Position

The OTOP Intake Coordinator, under the leadership and supervision of OTOP’s Intake & Counseling Services Director, provides non-clinical support, guidance, and assistance to patients, families, and providers navigating complex healthcare environments. The role helps increase same-day access to medications for opioid use disorder (MOUD), improve patient satisfaction, and optimize care and outcomes. The coordinator serves as a communication liaison, identifying patients’ non-clinical needs, preferences, and concerns and guiding patients, their natural supports, and referring providers through OTOP’s referral and intake process. The coordinator links patients to services, amenities, and information and collaborates with the interdisciplinary team to support timely communication and consistent implementation of protocols. The position ensures responsible stewardship of UCSF Department of Psychiatry and Behavioral Sciences resources and compliance with departmental, governmental, and accrediting-body standards and procedures. It coordinates OTOP intake services with local hospitals, jails, and community providers to support access to treatment and continuity of care. Some time may be spent on intake triage, scheduling, medical and counseling coordination, de-escalation, care coordination, and other intake services. The primary focus is oversight of patient navigation through OTOP’s intake process, including the Bayview Mobile Van site. The coordinator collaborates with Clinical Supervisors, the Deputy Medical Director, and other staff on program policy, evaluation, and process improvement. The UCSF Department of Psychiatry at Zuckerberg San Francisco General Hospital and Trauma Center provides culturally competent services to a diverse patient population. Its Division of Substance Use and Addiction Medicine provides multidisciplinary consultation and treatment for patients with substance use disorders. Through the Opiate Treatment Outpatient Program, the division provides medications for opioid use disorder and comprehensive counseling services at Ward 93, the Bayview Van site, and San Francisco County Jail.

Requirements

Strong ability to comprehend and assess patient grievances and quickly identify appropriate resources for assistance.
In-depth knowledge of the organization and how to resolve issues.
Strong interpersonal and customer service skills; 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 populations diverse in gender, sexual orientation, and ethnicity.
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 follow oral and written instructions accurately and be detail-oriented.
Proficiency with Windows-based software, including Microsoft Word, Excel, and Outlook, and knowledge of computer systems and software used in the functional area.
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 RADT or SUDRC. Candidates registered on or after July 1, 2025, must have completed the required 80 hours of approved core competency education.

Nice To Haves

Experience with Epic and Methasoft EHR systems and REDCap.
Knowledge of harm reduction theory; health and psychosocial problems associated with opioid dependence and other substance use disorders; and effective treatments for those disorders.
Ability to efficiently prepare clinical notes and written activity summaries, set priorities, and complete notes and reports within required timeframes.
Strong knowledge of Patient Rights and Responsibilities and Centers for Medicare/Medicaid regulations; knowledge of medical terminology and state and federal regulations governing opioid treatment programs; and 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 intake activity.
Communicate clearly and consistently with internal staff and community providers about how to access OTOP intake.
Receive and respond to intake referrals and inquiries through electronic, phone, secure email, and other channels in accordance with policies and protocols.
Coordinate communication with internal and external providers regarding intake, hospitalization, and incarceration; liaise with departments and propose workflow improvements to improve coordination of care.
Manage the intake mobile phone and refer patients to alternative care options when they cannot complete intake at OTOP.
Manage the intake portion of the staffing calendar so intake capacity reflects staffing; communicate coverage needs to the supervisor and changes in clinic intake hours or capacity to BHS.
Coordinate activities and provide patients with road maps and expectations aligned with their needs.
Lead the daily Intake Team huddle and communicate team needs and resource requests to the supervisor.
Monitor intake caseload size and patient attendance; coordinate caseload assignments with intake and maintenance counselors with support from clinical supervisors; conduct no-show searches and patient outreach.
Assist with resolving patient support issues within defined guidelines and provide culturally competent support during clinic visits or stays.
Address patient grievances at the point of service, identify appropriate resources, and collaborate with clinic leadership to investigate complaints and barriers to satisfaction.
Review patient satisfaction reports and metrics, identify improvement opportunities, and collaborate on process changes and action plans to support patient engagement and retention.
Develop and maintain patient resources and general information that meet regulatory requirements; orient new patients to billing, scheduling, and local resources for clinical questions or concerns.
Monitor and support patient treatment operations to ensure compliance with procedures.
Collect, evaluate, and present meaningful-use and other relevant operational data and metrics; recommend follow-up actions and improvement plans.
Enter data into EHR systems and research databases; document patient interactions in the clinic EHR according to applicable policies and Title 22, Title 9, and federal requirements.
Implement job-task and workflow procedures; recommend ways to improve staff utilization and efficiency; collaborate on accurate data collection for program evaluation and process improvement.
Participate in committees, task forces, and special projects supporting improvements to the patient experience.
Provide coverage for intake and administrative teams as needed, attend required meetings and trainings, and perform other relevant duties as assigned.