Program Assistant

Job Summary:

The Goldschmidt Collective (TGC) is a unit within the Department of Family & Community Medicine that supports healthcare providers nationwide (physicians, nurse practitioners, physician assistants, pharmacists, and other healthcare professionals) by offering expert, case-based, on-demand education, clinical guidance, and capacity building. Its core clinical education topic areas include:

• HIV and viral hepatitis prevention, evaluation, and management, including pre-exposure and post-exposure prophylaxis and antiretroviral therapy as treatment

• Substance use evaluation and management, including medications for substance use disorder treatment

• Complex contraception, early pregnancy assessment, miscarriage management, menopause management, and early abortion provision (as indicated)

The TGC Program Assistant provides administrative and operational support to TGC staff and faculty. Working under the direction of the Program Manager, the incumbent supports several vital activities, including triage, scheduling, project support, purchasing and accounting, staff reimbursement submissions, and other administrative tasks as assigned, to advance TGC's mission and goals.

% of time	Essential Function (Yes/No)	Key Responsibilities (To be completed by Supervisor)
35	Yes	ADMINISTRATIVE SUPPORT: Support day-to-day administrative operations, including scheduling and coordinating meetings and events, maintaining and distributing staff rosters, processing mail and faxes, and maintaining office supplies. Provide administrative coordination for the internal clinical education program, including supporting continuing medical education (CME) activities. Maintain records of staff presentations, publications, and other scholarly or educational activities for program reporting. Support administrative processes related to staff training and compliance requirements. Coordinate with UCSF IT and other administrative services to support staff technology and operational needs.
35	Yes	TRIAGE: Support triage activities including responding to incoming calls using digital call center software and provide courteous, professional assistance to callers. Conduct initial call intake, including confirming caller eligibility, identifying the purpose of the call, and collecting required contact and demographic information. Accurately document new and returning caller information in Salesforce and maintain complete and up-to-date records. Route calls and messages to the appropriate clinician based on established program protocols.
25	Yes	PURCHASING and FISCAL SUPPORT: Support purchasing activities, including obtaining vendor quotes, preparing purchase requisitions, and tracking purchasing requests, deliveries, and shipments through completion. Submit and track invoices and staff reimbursement requests and maintain related documentation in accordance with established policies and procedures. Review invoices for accuracy and identify discrepancies or unusual charges for appropriate follow-up.
5		Perform other duties as assigned.
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%.)

Required Qualifications:

• High school graduation and four years of related administrative experience; or an equivalent combination of education and experience
• Excellent organizational/prioritization skills: proven ability to handle complex details accurately and attentively; ability to problem-solve and follow through
• Ability to work independently as well as in a team
• Ability to problem-solve, meet deadlines with minimal supervision
• Excellent verbal/written communication skills.
• Strong knowledge of MS Office Suite:  Word, Excel, PowerPoint, Access, Outlook email.
• Experience in a call center or customer service environment
• Good conflict resolution skills
• Strong customer service skills
• Detail-oriented: Able to proof and catch potential typos, grammatical errors, and data entry mistakes
• Demonstrated ability to manage high-stress situations, including responses to complaints and difficult requests from individuals in crisis
• Compliance with policies and procedures

Preferred Qualifications:

• Minimum of one year of experience working in an academic or healthcare setting
• Minimum of one year of experience working in customer service
• Knowledge of call center telephony and technology
• Experience with digital call center software
• Knowledge of procurement processes
• Knowledge of medical and scientific terminology, especially HIV/AIDS and sexual and reproductive health terminology.
• Interest in public health/social sciences
• Willing to learn Salesforce CRM