Involves providing non-clinical support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non-clinical individual needs, expectations, and concerns. Guides the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.

DEPARTMENT DESCRIPTION

The Behavioral Emergency Response Team (BERT) is UCSF Benioff Children's Hospitals' pediatric behavioral health crisis service, providing rapid assessment, crisis intervention, risk evaluation, and disposition planning for children and adolescents experiencing behavioral health emergencies in the Emergency Department and on inpatient units. BERT partners closely with Emergency Medicine, inpatient medical teams, nursing, security, and Psychiatry to determine the appropriate level of care, including inpatient psychiatric hospitalization when clinically indicated. BERT operates as part of the broader Behavioral Health Crisis Services program, alongside the Crisis Response Bridge Clinic, Psychiatry Consultation-Liaison, and Code CARE, together providing a continuum of crisis assessment, stabilization, and follow-up care. Services are trauma-informed, culturally responsive, and grounded in principles of equity and recovery.

MINIMUM REQUIREMENTS

Minimum of 2+ years of relevant experience Strong interpersonal and customer service skills. 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. Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area. Ability to work calmly and effectively under time pressure in a fast-paced, high-acuity pediatric behavioral health environment. Comfort and persistence with high-volume telephone and fax-based coordination with external hospitals and receiving facilities Ability to accurately review clinical documentation (labs, H&P, medication lists) for completeness prior to transmission to a receiving facility Understanding of HIPAA and patient privacy requirements as they relate to transmitting clinical information between facilities. Ability to work collaboratively as part of an interdisciplinary crisis team, including BERT clinicians, nursing, and medical teams; skill in building and maintaining working relationships with external community providers and programs.

PREFERRED

Bachelor's degree in related area and / or equivalent experience / training. Bi-lingual Knowledge of the pediatric behavioral health continuum of care, including inpatient psychiatric admission criteria, IOP/PHP, residential treatment, and outpatient therapy and psychiatry resources, along with the regional landscape of receiving facilities and community providers. Knowledge of medical terminology sufficient to review labs and clinical documentation. Prior experience with inpatient psychiatric placement, bed-finding, or hospital-to-hospital transfer coordination.

LICENSES/CERTIFICATIONS

Bi-lingual % of time Essential Function (Yes/No ) Key Responsibilities (To be completed by Supervisor) 30 Yes Inpatient Psychiatric Placement & Bed-Finding--Serve as the primary point of contact for locating an appropriate inpatient psychiatric bed for patients requiring transfer; contact receiving hospitals to determine real-time bed availability and confirm admission criteria (age, gender/unit, level of care, insurance/payor); maintain current knowledge of receiving facilities' requirements and capacity. 20 Yes Transfer Packet Preparation & Documentation - assemble and complete psychiatric transfer packets, ensuring all required labs, history and physical, medication lists, and clinical documentation are included; verify packet completeness before it is faxed, emailed, or sent via the electronic medical record; follow up with receiving facilities to confirm the packet was received and is sufficient. 15 Yes Transfer Logistics & Care Team Coordination--facilitate the transfer process once a bed is confirmed, including nurse-to-nurse communication between sending and receiving facilities; ensure bedside and unit staff know when and where the patient is being transferred; coordinate transportation timing with clinical and operational staff. 10 Yes Handoff & Collaboration with BERT Clinicians - receive handoffs from BERT clinicians when a patient needs placement and hand cases back as clinical questions arise; function as an integrated member of the BERT team; participate in team communication to ensure a coordinated, patient-centered placement process. 20 Yes Hospital-Wide Behavioral Health Resource Navigation & Provider Support - serve as a resource for behavioral health patients and the clinicians treating them across the hospital (BERT, Psychiatry Consultation-Liaison, Code CARE, medical and surgical units), identifying and connecting patients to longer-term outpatient therapy, psychiatry/medication management, intensive outpatient (IOP) and partial hospitalization (PHP) programs, residential and inpatient long-term treatment programs, and other community-based behavioral health services appropriate to the patient's needs; support hospital-based behavioral health clinicians in identifying appropriate next-level-of-care options and resources for their patients; build and maintain relationships with community clinics and outpatient/residential providers to facilitate warm handoffs and streamline the referral process; make and track referrals to these programs; collaborate closely with the Crisis Response Bridge Clinic (CRBC), including referring appropriate patients to CRBC and supporting ongoing communication and coordination between BERT and CRBC. 5 Yes Documentation, Data & Program Support - document placement search and transfer activities in the EHR and internal tracking tools per program standards; support data collection on bed-search and boarding-time metrics for quality improvement and reporting; provide feedback on system gaps and workflow improvements; participate in training and program evaluation activities. 100% (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%.)