At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve – a promise we share with the professionals who make up our team.
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The Emergency Department at UCSF Helen Diller Medical Center, located on Parnassus Avenue, provides care to patients with urgent medical conditions ranging from complex problems such as heart attacks and strokes to simple but pressing conditions such as cuts and broken bones. Emergency care is provided 24 hours a day, serving more than 40,000 patients a year.
Our team includes board-certified emergency medicine specialists, nurses trained in emergency and critical care and other specialists who are called upon as needed in areas such as gynecology, neurology, obstetrics, orthopedics, pediatrics and surgery. Our goal is to provide effective, compassionate, whole person care for every patient who comes through our door.
This is a Contract position with a duration of two years.
This position reports to the Adult Social Work Department. Social workers provide counseling, community referrals, and discharge planning support to patients and families seeking care at the medical center. They serve as patient advocates and offer invaluable emotional support to patients and families for the duration of their care or treatment in the hospital.
The Emergency Department (ED) at UCSF is conducting a feasibility study of an ED-initiated treatment for alcohol use disorder (AUD). The treatment being investigated is multi-modal and consists of monthly injections with extended-release naltrexone for 6 months, case management services, and access to telemedicine behavioral intervention for AUD. The total study duration is 2 years and the planned enrollment is 25 patients.
The goal of this study is to demonstrate that it is feasible to identify patients in the ED with AUD, initiate a multimodal AUD treatment while they are in the ED, transition them to ongoing AUD care in the community, and retain them in the study. The treatment under investigation is based on a bio-psycho-social model of health. It is meant to reduce alcohol consumption, improve health and quality of life, as well as decreasing unnecessary medical costs and resource utilization.
The Research Case Manager (RCM) will be the primary point of contact between the study participants, the research team, the EDIE team, and community healthcare providers who will help treat the study participants' AUD. The Emergency Department Information Exchange (EDIE) is an electronic platform that pushes patient-specific notifications to emergency department (ED) providers, case managers or other designees at the point of patient registration in the ED. The EDIE notification contains clinical information from all hospitals that participate in the EDIE system and is visible in the UCSF ED tracking board via our electronic medical record, Epic, and will be helpful in identifying participants.
Under the general supervision of the Assistant Director of Social Work and guided by policies and procedures of this study and the ED-based EDIE project team, the RCM will assist in the delivery of patient-centered care to those who enroll in the study through the UCSF Emergency Department. The RCM will provide comprehensive case management services to the study participants for the duration of the intervention phase (~6 months) and will maintain contact with participants in order to collect follow up data during the post-intervention period (~6 months).
The RCM will be required to follow up with patients outside of the ED setting within the community. Identification of ED patient's eligible for enrollment, patient enrollment, obtaining consent, patient interviews, resource delivery, communication/coordination with the research team and multidisciplinary treatment team, study data entry into REDCap, other data entry into the online EDIE portal and Epic EHR, and appropriate escalation to the emergency provider, emergency department social worker, or research team leadership are essential elements to the RCM's role.
As a member of the emergency department care team, the Research Case Manager will work collaboratively with patients to help them better manage their AUD and other chronic conditions, access essential community resources, communicate with outside providers to coordinate care, and will help problem solve challenges they face in making behavioral and lifestyle changes to improve their health and treat their AUD. The RCM will help patients with basic health education, care coordination, communication and medication compliance issues. The RCM may also use health coaching and provide resources and ongoing support to assist patients in identifying their health care goals and improving their health and well-being.
The RCM may be asked to assist the research team with generating and interpreting aggregated reports from the EDIE platform, Epic EHR, and REDCap. A high degree of independence, motivation, professionalism, respect and compassion are necessary to work with these high risk patients in a complex medical environment.
The RCM must be able to manage and mitigate patient clinical and administrative issues and respond directly to research team leadership, and leadership within the Social Work and Emergency Departments.
- Two year previous experience in a healthcare related field (e.g. EMT, health educator, community health worker, social worker, health plan, medical corps and clinical office staff)
- Bachelor's Degree
- Experience working with patients with substance use disorders
- Excellent interpersonal and customer service skills; ability to communicate and work effectively with a diverse population of patients, staff and physicians
- Excellent written and verbal communication skills
- Excellent analytical and problem-solving skills; ability to develop solutions and recommend changes and follow through with implementation
- Proficiency with Windows-based software including Microsoft word, Excel, Outlook
- Ability to manage and oversee multiple tasks simultaneously
- The flexibility to orient and work at all UCSF Health locations
- Community Case Manager Certification
- CCM or equivalent Case Management Certification
- Clinical trial or similar research experience
- Previous customer service experience, working with high-volume/high-expectation customer base
- Experience working in Emergency Department or other acute care setting
- Knowledge of medical terminology
- Proficiency with EPIC APeX applications and REDCap
- Bilingual/Multilingual capability
Living Pride Standards
- 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.
- 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.
The flexibility to orient and work at all UCSF Medical Center locations is required.
Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.
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