Patient Navigator

OBIC (Office-based Buprenorphine Induction Clinic) is operated through the UCSF/ZSFG Department of Psychiatry and Behavioral Sciences in partnership with the San Francisco Department of Public Health (SFDPH). OBIC provides evidence-based outpatient treatment for substance use disorders with particular emphasis on medications for addiction treatment. OBIC is starting a new patient outreach and engagement program. We are seeking a Patient Navigator to play an essential role in outreach and engagement to people who are using drugs and would like to seek care.

The Patient Navigator will provide support to individuals coming to or who have been referred to OBIC clinic. The patient navigator will conduct outreach to patients who have been referred to OBIC, facilitate appointment barriers, serve as a resource and coach for their clients, and identify and address barriers to care. They also assist with access to other services such as health insurance, primary care, mental health services, social services, and residential treatment facilities. The patient navigator will also work closely with the OBIC Substance Use Counselor to serve as a resource for patients, develop treatment plans, and assist with documentation. The navigator will utilize a strengths-based approach and may utilize applicable lived experience and other skills to establish trust, ensure safety and reduce trauma that clients experience.

• Serve as a liaison between patients, community treatment providers, referral sources, and other community-based resources as needed.
• Establish supportive relationships with current and prospective patients and maintain communication via telephone, text, and/or email.
• Provide appointment reminders, assist patients in navigating barriers to follow-up care, and offer ongoing support and encouragement throughout treatment.
• Identify and address barriers to care using motivational interviewing techniques and a respectful, culturally responsive, and non-judgmental approach.
• Promote harm-reduction strategies and support treatment goals that align with each patient's individual needs, preferences, and values.
• Provide culturally competent counseling and peer support using wellness- and trauma-informed principles and lived experience, as appropriate.
• Partner with patients to establish individualized treatment plans and goals and connect them with appropriate resources to address identified needs.
• Assist patients in overcoming barriers to obtaining prescribed medications from pharmacies.
• Develop and maintain relationships with a broad network of community service providers supporting individuals with substance use disorders (SUD) and co-occurring mental health needs.
• Connect patients with Medi-Cal enrollment, primary care, mental health services, social services, residential treatment programs, and other supportive resources.
• Assist out-of-county patients and individuals with private insurance in navigating the appropriate healthcare and treatment systems to access needed services.
• Provide front desk and administrative support as needed, including greeting and checking in patients, answering and routing phone calls, scheduling and coordinating appointments, responding to patient inquiries, maintaining accurate patient information, and supporting general clinic operations.

Required Qualifications:

• Bachelor's degree in related area and minimum three years of experience or equivalent experience / training
• Strong interpersonal and customer service skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance
• Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians
• Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation
• Excellent written and verbal communication skills
• Strong aptitude to provide culturally and linguistically appropriate behavioral health services to the population of focus. Solid interpersonal and customer service skills. Diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment
• Strong skills to work as part of a team, to prioritize and handle multiple tasks simultaneously and work independently in a fast-paced, demanding environment with minimal supervision. Ability to work collaboratively with other community agencies
• Strong familiarity with community resources, organizations, and harm reduction practices
• Strong ability to uphold professional boundaries at all times
• Demonstrated excellent attendance and reliability
• Current Epic Hyperspace with active login and use Hyperspace patient scheduling.

Preferred Qualifications:

• Registration with a California approved Substance Abuse Counselor Certification Organization (http://www.dhcs.ca.gov/provgovpart/Pages/CounselorCertificationOrganizations.aspx
  
  Completed counselor certification may be provided in lieu of counselor registration
  
• In-depth knowledge of the organization and how to get issues resolved
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area
• Training and experience in delivering behavioral health interventions to persons with substance use disorders as well as conducting point of care urine drug screens with fidelity to established policies and procedures
• Ability to speak, write, and understand Spanish
• Familiarity with various supportive counseling strategies (Motivational Interviewing, Wellness & Recovery Principles, Harm Reduction, Trauma informed care, and more)
• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations
• Knowledge of Medical Terminology. Strong knowledge of data collection, compilation, and analytical techniques

Required Qualifications:

• Bachelor's degree in related area and minimum three years of experience or equivalent experience / training
• Strong interpersonal and customer service skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance
• Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians
• Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation
• Excellent written and verbal communication skills
• Strong aptitude to provide culturally and linguistically appropriate behavioral health services to the population of focus. Solid interpersonal and customer service skills. Diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment
• Strong skills to work as part of a team, to prioritize and handle multiple tasks simultaneously and work independently in a fast-paced, demanding environment with minimal supervision. Ability to work collaboratively with other community agencies
• Strong familiarity with community resources, organizations, and harm reduction practices
• Strong ability to uphold professional boundaries at all times
• Demonstrated excellent attendance and reliability
• Current Epic Hyperspace with active login and use Hyperspace patient scheduling.

Preferred Qualifications:

• Registration with a California approved Substance Abuse Counselor Certification Organization (http://www.dhcs.ca.gov/provgovpart/Pages/CounselorCertificationOrganizations.aspx
  
  Completed counselor certification may be provided in lieu of counselor registration
  
• In-depth knowledge of the organization and how to get issues resolved
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area
• Training and experience in delivering behavioral health interventions to persons with substance use disorders as well as conducting point of care urine drug screens with fidelity to established policies and procedures
• Ability to speak, write, and understand Spanish
• Familiarity with various supportive counseling strategies (Motivational Interviewing, Wellness & Recovery Principles, Harm Reduction, Trauma informed care, and more)
• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations
• Knowledge of Medical Terminology. Strong knowledge of data collection, compilation, and analytical techniques