Wish Intake & Medical Engagement Associate

Make-A-Wish Greater Bay Area is seeking a Wish Intake and Medical Engagement Associate to join our chapter to help children and families take the first steps in their wish journeys. As part of the Mission Delivery Team, you’ll coordinate referrals and medical clearances, support families through wish intake, and collaborate with healthcare professionals, volunteers, and colleagues to help move wishes forward with care and efficiency. This role is ideal for someone who enjoys working with people, managing details and multiple cases, and helping families navigate important processes during a sensitive time.

The Wish Intake and Medical Engagement Associate reports to the Intake and Medical Engagement Manager and is currently required to work in our Oakland office at least two days a week on Tuesdays and Wednesdays as part of our hybrid work model.

Compensation: $30 - $31.50 per hour based on skills and experience

Make-A-Wish® Greater Bay Area is a 501(c)(3) nonprofit organization that fulfills the wishes of children between the ages of 2-1/2 and 18 who have critical illnesses. Make-A-Wish Greater Bay Area was founded in 1984 and has fulfilled the wishes of more than 10,000 children in its 42-year history. The Greater Bay Area chapter is headquartered in Oakland and serves 17 Northern California counties, from Monterey County to the Oregon border.

In this role, you’ll help families navigate the first stages of their wish journey, from referral and medical clearance through wish intake. You’ll coordinate with families, healthcare professionals, volunteers, and colleagues to keep cases moving forward while providing a welcoming, compassionate, and well-organized experience.

Medical Coordination and Referrals

• Process wish referrals and coordinate medical eligibility, diagnosis verification, clearances, and required documentation.
• Partner with families, healthcare teams, referral sources, and medical partners to gather information and keep referrals moving forward.
• Review medical information and identify complex circumstances, safety concerns, rush requests, or other issues requiring additional support.
• Maintain accurate and timely case information in Salesforce and electronic files.

Wish Intake and Family Support

• Manage an intake caseload of up to 60 wish cases, guiding families from wish discovery through transition to wish planning. This caseload will fluctuate based on the needs of the pipeline. 
• Help families explore wish ideas, understand available options, set expectations, and complete required information and documentation.
• Collaborate with volunteers and Mission Delivery colleagues to provide families with a smooth, welcoming, and timely intake experience.
• Navigate sensitive conversations and complex family circumstances with empathy, professionalism, and sound judgment.

Welcome Calls and Team Support

• Coordinate welcome calls for newly qualified wish families, including volunteer assignments, follow-up, and documentation.
• Support volunteers with the information and resources needed to provide families with a consistent and welcoming experience.
• Adapt across referrals, medical coordination, welcome calls, and intake based on family needs and the overall wish pipeline.
• Participate in cross-training, team coverage, and department initiatives that support timely delivery of wishes.

Other duties as assigned

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• This role primarily operates in an office environment and requires extended periods of computer-based work. Occasional movement within the office is required.
• May require occasional travel dependent on organization needs within 17-county territory

• Two or more years of experience in program coordination, intake, healthcare administration, social services, case support, or a related area (nonprofit experience preferred.) Relevant education may be considered in combination with experience.
• Bilingual proficiency in English and Spanish required
• Strong organizational skills and attention to detail, with the ability to manage multiple deadlines and shifting priorities
• Clear, professional written and verbal communication skills
• Sound judgment and ability to manage sensitive information
• Comfort working collaboratively across teams in a fast-paced, mission-driven environment
• Ability to work warmly and professionally with families, healthcare teams, volunteers, and colleagues
• Proficiency with Microsoft 365, including SharePoint and Teams; experience with Salesforce or another case-management system a plus
• Experience with medical documentation, healthcare professionals, or referral networks preferred
   

• Competitive Paid Time Off and Holiday Schedule
• Medical, Dental, and Vision benefit offerings; coverage will be available on the first day of employment
• Employer Paid Term Life Insurance and AD&D for employee coverage only
• Additional Optional Employee Paid Voluntary Life & AD&D and Voluntary Critical Illness Insurance
• Optional Employee Paid Commuter Benefits
• Employer Sponsored Retirement Plan with up to a 4% employer match. Participation can begin at the first of the month, following date of hire.
• Remote work capabilities: in-office required days Tuesdays and Wednesdays, with office and resources available throughout each week
• Employee Assistance Program

To be considered, applicants must submit a resume and cover letter when applying through the job posting site or email your resume and cover letter to jobs@sf.wish.org with the subject line “Wish Intake and Medical Engagement Associate Search.” No phone calls please. We will contact candidates directly if selected for next steps.

An Equal Opportunity Employer

Make-A-Wish Greater Bay Area is an Equal Opportunity Employer and provides equal employment opportunities to all candidates without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected characteristics. Make-A-Wish is committed to providing reasonable accommodation, as required by law.