Serves as a non-clinical resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes and build a patient focused culture. The Substance Use Navigator (SUN) will support the clinical and logistical needs of patients who use drugs, alcohol, or to... more details
Serves as a non-clinical resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes and build a patient focused culture. The Substance Use Navigator (SUN) will support the clinical and logistical needs of patients who use drugs, alcohol, or tobacco in the ZSFG emergency department and the Family Health Center Bridge Clinic. People with substance use disorders may need support in transitioning from acute care to ongoing support in the community. These patients have traditionally had low rates of follow up after acute care referrals. Having a navigator to support them can improve rates of linkage. The SUN will be joining a team of existing SUNs who work in both settings, this additional role will be an important part of the expansion of clinic and emergency department services.
During the SUN’s ED shifts, they will proactively find patients who may have substance use disorder, screen for substance use, provide motivational interviewing and harm reduction counseling, and help the patient form an outpatient follow up plan for their substance use. This may include referrals and linkage support for medication treatment clinics, residential programs, detox programs, community resources, etc. The SUN will also support patients and providers during ED initiation of medications for addiction treatment as well as provide harm reduction supplies such as syringes, naloxone, etc. During their ED time, they will round with the Social Medicine team and collaborate closely with this program.
During the SUN’s Bridge Clinic shifts, they will partner closely with physicians, social workers, pharmacy and others to support patients referred to or attending the clinic. The SUN may meet with patients to discuss referrals to behavioral health treatment programs, refer to residential treatment, provide harm reduction, schedule patients, and do outreach by phone to ensure continuity in their appointments and medications.
The SUN will have a phone that patients can call or text to receive support during business hours, including to facilitate connection to care. The SUNs responsibilities will also include tracking relevant data and operational metrics for reporting, electronic health record documentation, and leading quality improvement projects in support of people who use drugs or alcohol. In addition, the SUN collects, documents, and provides meaningful use and / or relevant operations data and metrics related to substance use, including panel management. The SUN will have designated administrative time to support completion of these non-clinical duties.
SUN hours may include evenings or Saturdays and schedules are subject to change in discussion with the team based on patient care needs.
The final salary and offer components are subject to additional approvals based on UC policy.
To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)
Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
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.
Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. In-depth knowledge of the organization and how to get issues resolved.
Ability to create effective rapport with a diverse group of patients and care providers.
Proficiency in Spanish
Excellent analytical, interpersonal, and problem-solving skills
Experience working with electronic health records
Knowledge of evidence-based treatment for substance use disorders
Knowledge of harm reduction principles and skills
Knowledge of San Francisco’s mental health, substance use, and community-based organization services
Proficiency with motivational interviewing
Experience working in medical settings with ability to further learn concepts and terminology pertinent to medical and mental health services
Knowledge of personal recovery from substance use disorders
Bachelor's degree in related area and / or equivalent experience / training.
Minimum 3 years of related experience
Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
Prompt and effective communication by email, phone, and text
Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.
Ability to work independently in a fast-paced, demanding environment with minimal supervision. Ability to manage and oversee multiple tasks simultaneously, including high daily call volume.
Demonstrated ability to work independently and in a team; excellent demonstrated record of attendance and punctuality
Excellent written and verbal communication skills.
Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.
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