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Intake Coordinator, Transitional Care Services

San Francisco Health Plan

San Francisco Health Plan

San Francisco, CA, USA
Posted on Friday, May 24, 2024

Come support the most vulnerable communities in San Francisco.

The San Francisco Health Plan (SFHP) Care Management team provides comprehensive care coordination and case management to health plan members. Our various programs, including Transitional Care Services (TCS), Complex Case Management (CCM), Time Limited Coordination (TLC), and Health Risk Assessment (HRA), ensure the provision of member-centered care by coordinating medical, mental health and substance use services and social support needs. We work primarily with high-risk members with heavy use of acute health services, including hospitals and sub-acute facilities.

The Intake Coordinator for Transitional Care Services will be trained to support the TCS dedicated phone line as well as support intake for other care management programs, to ensure complex populations get connected to the most appropriate services available. You will provide the primary intake and triage services for telephonic referrals and inquiries for Transitional Care Services. As the ideal candidate, you excel in communicating with members and both internal partners (including care management, utilization management, pharmacy) and external partners (including primary care, specialty and behavioral health providers, SFHP’s ancillary provider network and staff from other community agencies), ensuring that each referral is triaged to the most appropriate program including a warm handoff.

Please note that while SFHP supports a hybrid work environment, this role will be required to be onsite and in-office a minimum of 4 days per month. This is a hybrid position, based in our Downtown San Francisco office.

Salary Range: $29.03 - $32.25/hour


  • Manage incoming calls to the TCS Intake Line.
  • Review TCS eligibility, including the admission, discharge and transfer census report.
  • Triage to TCS Navigator team or associated Delegated Medical Group as appropriate for members requiring additional care coordination support.
  • Triage and process internal and external referrals into the appropriate CM programs and actively seek consultation from clinical supervisors when needed to escalate a referral.
  • Provide outstanding customer services to internal and external customers.
  • Triage and de-escalate calls from members who may be in crisis.
  • Manage the voicemail system and input the information obtained into a database system.
  • Follow up with referring entity on status of referral and act as point of contact until member is connected.
  • Coordinate meet-and-greet meetings as requested by providers with the goal of exchanging information about our programs.
  • Actively participate as a member of the SFHP Care Management team, providing input and creative strategies to address health issues and promote wellness for all members.
  • Complete all required documentation in a timely fashion in accordance with regulations and office standards.
  • Participate in regularly scheduled staff development trainings; attend and participate in regularly scheduled individual and group supervision meetings.
  • Communicate all concerns to health care team and clinical supervisor as necessary seeking support and guidance proactively.
  • Provide administrative support to Care Management teams as appropriate.


  • Associates or Bachelor’s Degree in related field; or equivalent relevant work experience.
  • One year experience in Triage, Intake or Care Coordination
  • Bi-cultural, bi-lingual language skills in Spanish or Chinese preferred
  • Experience working with people with complex health needs
  • Working knowledge and use of Trauma Informed language, Harm Reduction language, or Person-Centered language and principles a plus
  • Experience with de-escalation techniques a plus
  • Telephonic Case Management experience a plus
  • Ability to recognize mental illness and addiction issues a plus
  • Experience with Medi-Cal and/or Department of Health Care Services regulations and standards preferred
  • Utilization Management, Case Management, or Care Coordination experience a plus
  • Knowledge and experience with state and federal insurance programs a plus


A competitive and robust compensation package, including:

  • Health benefits
    • Medical: You’ll have a choice of medical plans, including options from Kaiser and Blue Shield of California. Employee-only coverage in the HMO plans is currently available at no cost and dependent coverage is heavily subsidized by SFHP.
    • Dental: You’ll have a choice of a basic dental plan or an enhanced dental plan which includes orthodontic coverage.
    • Vision: Employee vision care coverage is available through Vision Service Plan (VSP).
  • Retirement – Employer-matched CalPERS Pension and 401(a) plans, 457 Plan.
  • Time off – 23 days of Paid Time Off (PTO) and 13 paid holidays.
  • Professional development: Opportunities for tuition reimbursement, professional license/membership.
  • An opportunity to work in a vibrant atmosphere with the most amazingly talented people who are shaping the future of healthcare!
  • The chance to make a difference in the lives of many San Francisco residents!


Established in 1997, San Francisco Health Plan (SFHP) is an award winning, managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco County. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 175,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services. SFHP was designed by and for the residents it serves and takes great pride in its ability to accommodate a diverse population that includes young adults, seniors, and people with disabilities.

San Francisco Health Plan is proud to be an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which our people processes are applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

San Francisco Health Plan is an E-Verify participating employer.

Hiring priority will be given to candidates residing in the San Francisco Bay Area and California.