JOB SUMMARY The Hospital Unit Service Coordinator (HUSC) supports safe, efficient, and timely operations in the Emergency Department (ED) under the direction of the Unit Director, Assistant Unit Director, Charge Nurse, or designee. The HUSC functions as a central communication and coordination resource for nurses, physicians, advanced practice providers, registration, patient transport, diagnostic services, ancillary departments, patients, families, and other members of the interdisciplinary team.
In a fast-paced, high-acuity, 24/7 emergency care environment, the HUSC performs complex clerical, communication, patient-flow, and administrative functions that support positive patient outcomes and department throughput. The HUSC prioritizes multiple simultaneous requests; maintains accurate electronic and paper-based information; assists with coordination of admissions, transfers, discharges, testing, consults, and transportation; and escalates operational or safety concerns to the Charge Nurse or appropriate leader.
The position does not independently provide clinical assessment, treatment, or nursing care. All team members are expected to demonstrate professionalism, respect, cultural humility, service excellence, accountability, effective communication, and collaboration consistent with UCSF Health standards and organizational values. Responsibilities % of Time Essential Function Key Responsibilities 30% Yes Communication and Coordination Serves as a primary communication hub for the Emergency Department and follows established telephone, paging, secure-messaging, and communication standards.
Answers, screens, prioritizes, transfers, and routes incoming telephone calls and electronic messages; promptly communicates urgent requests to the appropriate nurse, physician, Charge Nurse, or department. Receives and relays accurate, complete, and timely messages to patients, families, clinicians, consultants, ancillary departments, and outside agencies within the scope of the role. Maintains awareness of department activity and communicates changes affecting patient flow, bed availability, transfers, discharges, diagnostic testing, consults, and transport.
Coordinates communication with EMS, hospital departments, and receiving or transferring facilities as directed; obtains and relays non-clinical information needed to facilitate patient movement. Initiates or supports approved paging/call processes for consultants, specialty services, interpreters, transport, security, environmental services, and other resources. Maintains and updates unit communication boards, patient-flow information, contact lists, downtime materials, and other designated operational tools.
Provides clear handoff to the oncoming HUSC/Charge Nurse regarding unresolved clerical, communication, or coordination tasks. Uses professional, calm, and respectful communication during high-volume, high-stress, or emergency situations and maintains confidentiality at all times. 40% Yes Emergency Department Administrative / Patient-Flow Functions Uses Epic and other approved UCSF systems to access, enter, verify, and maintain patient and unit information within authorized role-based access.
Supports the ED patient-flow process by tracking non-clinical elements of arrivals, room/bed assignment status, admissions, transfers, discharges, and off-unit procedures according to department workflow. Coordinates clerical steps associated with admission, transfer, discharge, and inter-facility transfer processes as directed by nursing or medical staff. Receives and processes provider and nursing requests for diagnostic tests, procedures, transport, supplies, and other support services within role scope and established workflows.
Assists with scheduling or coordination of tests/procedures when required; communicates appointment or transport information to the appropriate clinical team. Maintains organized electronic and paper records; scans, labels, assembles, files, copies, or routes documents according to UCSF policy and health-information standards. Ensures forms, downtime packets, labels, patient property/transfer forms, and other approved administrative materials are available and maintained in the designated locations.
Communicates with Registration/Patient Access to resolve demographic or registration workflow issues without delaying clinically indicated emergency care; follows approved unidentified-patient /alias processes when applicable. Supports accurate unit census and patient location information and promptly reports discrepancies to the Charge Nurse or appropriate department. Places requests for non-medication supplies, equipment, transport, and other services using approved systems; reports malfunctioning equipment or access issues to the appropriate resource.
Assists with coordination of interpreters and communication accommodations, including services for patients with limited English proficiency, hearing/vision needs, or other communication barriers. Maintains department directories, reference materials, forms, and clerical work areas; monitors office supply levels and initiates replenishment according to department process . Supports downtime and emergency operations by using approved paper workflows, communication trees, and recovery processes when electronic systems are unavailable. 30% Yes Other Duties, Safety, Service Excellence, and Department Support Follows all UCSF Health, hospital, Emergency Services, privacy, information-security , infection-prevention , safety, and emergency-management policies and procedures.
Maintains patient confidentiality and protects PHI in verbal, written, printed, and electronic communication; follows minimum-necessary access principles. Recognizes clerical or operational situations that may present a safety, privacy, throughput, or service concern and promptly escalates them to the Charge Nurse or department leader. Maintains a clean, organized, functional, and professional clerical workspace; reports environmental or equipment hazards and supports a clutter-free care environment.
Provides courteous, service-oriented assistance to patients and visitors while maintaining appropriate boundaries and immediately referring clinical questions or concerns to licensed staff. Supports onboarding and orientation of new HUSCs, students, or designated staff when requested and within demonstrated competency. Participates in staff meetings, required education, huddles, quality-improvement activities, and department initiatives.
Supports ED readiness for regulatory and accreditation requirements by maintaining required records, forms, communication resources, and assigned clerical processes. Demonstrates flexibility to support either Hyde or Stanyan Emergency Department based on operational needs, staffing, training, and assignment. Performs other related duties consistent with the HUSC classification and departmental needs as assigned.
REQUIRED High school diploma or equivalent. Ability to work effectively in a busy, team-oriented environment and prioritize multiple simultaneous demands. Strong interpersonal, customer-service, and communication skills; ability to communicate effectively in English, verbally and in writing.
Demonstrated attention to detail and ability to accurately enter, retrieve, and organize information. Basic computer proficiency and ability to learn electronic health record, communication, and hospital information systems. Ability to perform basic arithmetic and clerical functions.
Ability to maintain confidentiality and use sound judgment when handling sensitive information. Ability to remain calm and professional during urgent, high-stress, or rapidly changing situations. Ability to satisfactorily perform the essential functions of the position with or without reasonable accommodation.
PREFERRED Previous experience in an Emergency Department, hospital unit, urgent care, or other healthcare setting . Previous unit clerk, ward clerk, HUSC, patient care coordinator, medical office, or healthcare administrative experience. Experience with Epic or another electronic health record.
Knowledge of medical terminology. Experience with hospital paging, patient-flow, transfer-center, bed-management, or downtime systems. Experience working in a high-volume setting requiring frequent prioritization and coordination across multiple departments.
Day shift