Clinical Case Manager - MAJIC/Intake

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. Job Description 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). Qualifications LIVING PRIDE STANDARDS Please List: Strong 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. Req 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. Req 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. Req 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. Req Clear and concise communication skills to teach patients about complex, sensitive clinical issues. Req Proficiency with Windows-based software including Epic, Methasoft, Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area. Req Minimum 2 years working in substance use and/or mental health field with low-income, culturally diverse populations. Req Capacity to be reflective about work and role. Able to work independently. Req Willing to travel locally between multiple service locations (travel cost reimbursement will be provided) Req Minimum 2 years working in Opioid Treatment Program Pref Experience working with unhoused, immigrant, and/or justice-involved populations. Pref Education, Licenses And Certifications Education Bachelor's degree in related area and / or equivalent experience / training. Req Licenses Requires clinical licensure in relevant discipline. REQ Certifications Certified Substance Use Disorder/Alcohol Drug Counselor as defined by CA DHCS approved counselor certification organizations (CAADE, CADTP or CCAPP) Req 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 Performs other duties as assigned. POPULATIONS SERVED Infant Child Adolescent Adult Geriatric MEDICATION ACCESS AND STORAGE 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.