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Under the general supervision of the Assistant Director for Pediatric Case Management the Case Management (CM) Pediatric Resource Coordinator role performs diversified non-licensed functions to support the administrative activities of the Case Management departments. The CM Pediatric Resource Coordinator will assist with discharge plans that include but are not limited to copying charts, coordinating referrals for post-acute care resources, following-up on post-acute care resource referrals, faxing/phoning facilities/agencies, coordinating transportation and obtaining authorizations for services. The CM Pediatric Resource Coordinator will also collaborate with all members of the care team and document their activities within the patient record for review. The CM Pediatric Resource coordinator will also assist with patient throughput, including (but not limited to): obtaining outside medical records, mid-stay resource check-in with family, the discharge checklist (both patient and provider facing), the discharge milestones, assisting families with identifying a Primary Care doctor or clinic that is covered by their insurance, coordinating PCP calls, coordinating translation of discharge materials (AVS), and making follow-up discharge appointments. When applicable, the CM Pediatric Resource Coordinator will also manage compliance with the Medicare Important Message hospital requirements and provide patients/family information and/or services to support discharge needs. This position will interface directly and/or telephonically with patients/patient's families while providing exceptional customer service. Additionally, the CM Pediatric Resource coordinator will maintain flexibility in daily assignments that may change at any time based on the department's administrative needs and staffing, this may include (but not limited to): scheduling meetings, timecard processing, and submitting initial and concurrent review to insurances. The Case Management Department is a seven day a week operation that includes staffing all UCSF recognized holidays. All CM Pediatric Resource Coordinator staff will be required to rotate weekend and holiday coverage to meet the department's needs and mission.
Department Overview:
The UCSF Health Pediatric Case Management Department is part of the multidisciplinary team of expert clinicians and staff, who continually strive to provide proactive and patient centered access to care and resources along the healthcare continuum. The Case Management process facilitates communication and care coordination along a continuum through effective transitional care management. Recognizing the patient's right to self-determination, the significance of the social determinants of health and the complexities of care, the goals of Case Management include the achievement of optimal health, access to services, and appropriate utilization of resources. DUTIES & ESSENTIAL JOB FUNCTIONS
% of time |
Essential Function (Yes/No) |
Key Responsibilities (To be completed by Supervisor) |
30% |
YES |
Coordinate referrals to post-acute vendors/agencies or external institutions per the direction of the patient care team. Obtain insurance authorization for referrals when needed. Send medical records packet to referral agencies interested in accepting UCSF Health patients. Follow-up on referral to determine availability of service and send final orders/records based on the need at the time the patient is being discharged. Actively reach out to specified facilities to determine bed availability on a daily basis and update call logs accordingly. Participate in multidisciplinary rounding and be accountable for all actionable items assigned within your non-clinical scope. |
25% |
YES |
Provide non-licensed care coordination assistance to patients under the direction of Social Work or Case Manager by directly interfacing in-person or telephonically with patients and/or patient's family. This may include (but not limited to): providing patients' applications/forms, , establishing follow-up appointments and concrete resources when requested. |
20% |
YES |
Coordinate transportation for patients being transported between facilities, home and clinics. Based on the clinical assessment by the case manager or treatment team, recommend the most appropriate and safest transportation modality. Upon request from a social worker or case manager, facilitate other transportation needs for both inpatient and outpatient clients. This may include taxi, car service, wheelchair van, gurney van, ambulance, county para-transit and other transportation anywhere necessary for discharge and care coordination. |
10% |
YES |
Assess patient's insurance to determine transportation liability. Obtain and secure transportation authorization when applicable and/or coordinate transportation financial forms to ensure appropriate billing of those services. Obtain and assemble clinical documentation needed for patients being transported to outside facilities. This includes copies of the patient's medical records, obtaining radiology imaging CDs and documents required for continuity of care, and deliver these records to the appropriate location prior to the patient's discharge. |
|
|
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5% |
YES |
Triage incoming department calls. Properly assess the caller's needs and manage within the professional scope and adhering to HIPAA guidelines for patient privacy. Use appropriate judgement to escalate important issues and forward accordingly. Incorporate AIDET methodology into internal and external telephone communication. |
5% |
YES |
CM Resource Coordinator will maintain flexibility in daily assignments that may change at any time based on department needs and staffing. Each member of the team will be expected to provide cross-coverage at management discretion which may include providing services at any one of UCSF's campuses or working remotely. |
3% |
YES |
In collaboration with department leadership, assist with unit-based quality initiatives. This may include updating analytics on "True North" boards and coordinating meetings and taking meeting notes. |
2% |
YES |
Generate and assess daily "Important Message" report and coordinate with case managers to determine which patients are appropriate to receive this document. Deliver "Important Message" documentation to the identified patients and document this intervention in APeX. Provide clarification and answer patient questions regarding this document when asked. |
100% |
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(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) |
LIVING PRIDE STANDARDS Service Excellence
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
REQUIRED QUALIFICATIONS
High School graduate or equivalent with a minimum of 2 years' applicable experience in healthcare as a Nursing Assist, Medical Assistant, Health Unit Coordinator, Patient Care Tech, Principle Admitting Worker or Case Management Assistant. Ability to use sound judgment in responding to issues and concerns. Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing. Solid organizational skills and ability to multi-task with demanding timeframes. Working knowledge of common organization-specific and other computer application programs. Ability to use discretion and maintain confidentiality. Demonstrates ability to take direction from multiple team members. Self-directed with the ability to prioritize and adapt to a high-volume changing environment. Assertive and creative in problem solving while functioning as an active team member. Strong customer service skills to coordinate service delivery including attention to members/customers, sensitivity to concerns, proactive identification and resolution of issues to promote positive outcomes for members. Ability to type minimum 45 wpm. Basic Knowledge of medical terminology Skilled in the operation of computers including strong working knowledge of Microsoft Outlook , Microsoft Word , and Microsoft Excel .
PREFERRED QUALIFICATION
Please list:
Problem Solving
Common problems solved by the employee:
Less frequent and more complex problems solved by the employee:
Identifying and securing resources for patients with high volume of discharge needs. Identifying and securing resources for patients who do not have adequate housing, social, or economic options under the guidance of a case manager or social worker.
Problems/situations that are referred to this employee's supervisor:
Any discharge planning issues that may affect expected patient discharge dates/times. Any previously unidentified patient safety concerns that could impact the patient's movement through the healthcare continuum.
POPULATIONS SERVED
Infant Child Adolescent Adult Geriatric This position requires flexibilityto orient and work at all UCSF Medical Center locations.
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
REQUIRED QUALIFICATIONS
High School graduate or equivalent with a minimum of 2 years' applicable experience in healthcare as a Nursing Assist, Medical Assistant, Health Unit Coordinator, Patient Care Tech, Principle Admitting Worker or Case Management Assistant. Ability to use sound judgment in responding to issues and concerns. Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing. Solid organizational skills and ability to multi-task with demanding timeframes. Working knowledge of common organization-specific and other computer application programs. Ability to use discretion and maintain confidentiality. Demonstrates ability to take direction from multiple team members. Self-directed with the ability to prioritize and adapt to a high-volume changing environment. Assertive and creative in problem solving while functioning as an active team member. Strong customer service skills to coordinate service delivery including attention to members/customers, sensitivity to concerns, proactive identification and resolution of issues to promote positive outcomes for members. Ability to type minimum 45 wpm. Basic Knowledge of medical terminology Skilled in the operation of computers including strong working knowledge of Microsoft Outlook , Microsoft Word , and Microsoft Excel .
PREFERRED QUALIFICATION
Please list:
Problem Solving
Common problems solved by the employee:
Less frequent and more complex problems solved by the employee:
Identifying and securing resources for patients with high volume of discharge needs. Identifying and securing resources for patients who do not have adequate housing, social, or economic options under the guidance of a case manager or social worker.
Problems/situations that are referred to this employee's supervisor:
Any discharge planning issues that may affect expected patient discharge dates/times. Any previously unidentified patient safety concerns that could impact the patient's movement through the healthcare continuum.
POPULATIONS SERVED
Infant Child Adolescent Adult Geriatric This position requires flexibilityto orient and work at all UCSF Medical Center locations.
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University of California - San Francisco
$31.24 to $57.53
Jun 08, 2026