Job Announcement

Intake and Medical Engagement Manager
6.23

Make-A-Wish Greater Bay Area is a wish granting organization. Together, we create life-changing wishes for children with critical illnesses. Our Chapter serves children from Monterey to the Oregon border west of Interstate 5. Each wish is unique and is the dream of a child who is critically ill, the resulting smiles speak volumes to the healing effects of a wish come true. Our vision is to grant the wish of every eligible child which will require increasing referrals, growth of volunteer base, expanded donations of in-kind and cash gifts and broadened communication across our entire territory.

Make-A-Wish Greater Bay Area is seeking a detail-oriented, compassionate, critical-thinking team player to manage engagement with the medical community, oversee the wish process from referral to wish determination, support wish planners around medical needs of complex wishes, and supervise referral and intake staff. Experience working in case management, hospital or medical setting desired but not required. This exempt position reports to the VP of Program. This position is currently required to work in the MAW office at least 2 days a week (Tuesday and Wednesday) as part of the hybrid work model. MAW is committed to continued Diversity, Equity and Inclusion work which includes, but is not limited to, paid staff time to participate in workshops and learnings.

Responsibilities include:
Wish Intake/Medical Eligibility (60%)

• Process wish referrals in Salesforce platform in an effective and timely manner o Monitor incoming referrals, collecting additional information from families as needed o Send diagnosis verifications to medical contacts o Gather additional medical information from medical teams as needed o Serve as liaison between referral sources, wish families, and Make-A-Wish America’s Medical Affairs team.
• Create digital wish files upon qualification
• Notify families who don’t qualify
• Manage welcome calls for qualifying families o Refine welcome call script and process as needed o Conduct and assign calls to trained volunteers o Track completion of assignments o Work with Volunteer Manager to identify and train new volunteers as needed
• Send information on newly qualified children to Volunteer Manager on a weekly basis, or more frequently as needed.
• Maintain accurate database of referral and medical contacts, and ensure relevant medical contacts are added to wish children’s cases.
• Advise and support the program team regarding sensitive or challenging conversations with families, referral sources or med teams related to medical eligibility, wish safety, wish guidelines and policies, setting and managing expectations, and wish appropriateness.

Medical Engagement (20%)

• Oversee process of securing Wish Clearance and Medical Summary paperwork as needed.
• Secure rush wish forms from medical teams as needed.
• Communicate with medical teams as needed to obtain status updates and information to ensure wish safety, particularly for children on medical hold and rush wishes.
• Communicate changes in medical eligibility and/or wish policies to referral sources.

Management & Supervision (10%)

• Supervise the Bilingual Program Associate to ensure the completion of paperwork and determination of wishes in a timely and effective manner.
• Attend bi-weekly Program Managers meetings, contributing to successful execution of department strategy and goals.
• Coordinate projects for interns and volunteers as appropriate.
• Collaboration with other departments to maximize wish experiences and ensure visibility of the mission.

Outreach (10%)

• Orient new referral sources on Make-A-Wish’s eligibility criteria and referral process.
• Develop and execute outreach activities to expand awareness of Make-A-Wish, with support from the VP of

Program.

• Inform and support outreach efforts working with Marketing, Corporate, and other MAW teams.
• Develop and execute stewardship strategies for referral sources.
• Serve as a Make-A-Wish liaison with GBA Medical Advisory Council.

Experience and Skills:

• 4-5 years related work experience, project management, social work or medical industry experience a plus.
• 2+ years' experience managing staff
• Associates or bachelor’s degree preferred but not required.
• Ability to navigate sensitive conversations and maintain complete confidentiality.
• Excellent communication skills, both written and verbal, and a positive attitude for working in a cooperative environment.
• Extremely well-organized, able to multi-task efficiently, to meet deadlines under pressure and maintain composure in handling difficult situations.
• Warm, yet professional, demeanor while working with children, families, social workers, doctors, staff and volunteers and managing conflict.
• Strong ability to communicate effectively and interact with people across cultures through positive behaviors and attitudes.
• Willingness to be flexible in terms of assigned responsibilities.
• PC literate – Microsoft Office Suite (Word, Excel, Publisher), database, etc.
• Experience with Salesforce a plus.

Physical Requirements
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position requires consistent attendance on a day-to-day basis.
• While performing the duties of this job, the employee must be able to sit at a computer, read, write, type and speak for extended periods of time. The employee is occasionally required to move around the office. 
• Physical agility to push/pull, squat, twist, turn, bend, stoop and to reach overhead.
• May require travel dependent on organization needs within 17-county territory surrounding office in Oakland,

CA.

COMPENSATION
Hiring salary range: $72,000-$74,000 based on skills and experience.
Full-time, exempt
Fully benefited position with 100% premium paid for employee for sponsored plans.
PTO (paid time off) starts at 17 days a year (accrued each pay period).
Paid holidays and other paid time off (i.e. employee appreciation days) – 22 days a year.

TO APPLY
Send a letter of interest and resume to:
Intake and Medical Engagement Search
Make-A-Wish Greater Bay Area jobs@sf.wish.org

Office Location:
1333 Broadway, Suite 200
Oakland, CA 94612

No phone calls, please. Position is opened until filled,

An Equal Opportunity Employer
Diversity makes us stronger. MAWGBA is committed to diversity in its service and creating an inclusive work culture and environment that is reflective of the San Francisco Bay Area. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Job Type: Full-time

Pay: $72,000.00 - $74,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Oakland, CA 94612: Reliably commute or planning to relocate before starting work (Required)

Experience:

• work: 4 years (Required)

Work Location: Hybrid remote in Oakland, CA 94612