Overview of Position and Successful Candidate Profile:
The Patient Care Specialist (“PCS”) is the welcoming face of Maui Grown Therapies. PCS team members build trust with MGT patients by knowledgably meeting their product needs with compassion and integrity. The successful candidate will possess outstanding customer service skills, be an exceptional listener with a personable disposition, continuously strive to improve service skills and product knowledge, and work effectively as teammate in a close-knit, service intensive retail environment. This is an entry to mid level position that offers successful candidates an opportunity to learn and grow with Hawai`i’s leading medical cannabis company. Candidates must be willing to work weekends, with reliable transportation to travel to Kihei and Upcountry as needed.
DUTIES & RESPONSIBILITIES
The PCS closely interacts with patients in person at the Company’s dispensaries and virtually via telephone, email, chat, and streaming media. Additional duties include but are not limited to:
Greeting patients in person or virtually; scheduling appointments; assisting with patient intake and 329 card renewal procedures.
Responsible for conducting patient sales transactions accurately and timely.
Maintains patient records in compliance with all applicable laws and Company policies
Answers questions about Hawai'i medical cannabis laws and MGT from patients, prospective patients, and caregivers
Maintains a working knowledge of the Department of Health’s 329 patient certification program
Maintains up-to-date knowledge of MGTs products and services
Assists patients in assessing MGTs product and service options
Shares aggregated patient reviews and latest research reports collated by MGT management and the Science and Medical Advisory Board (“SMA”) to assist patients in understanding how products may help them achieve their goals
Establish and nurture relationships with past, current, and future patients
Complete administrative tasks as assigned, such as online menu audits, e-commerce, and loyalty program revisions
Offer suggestions to teammates that may improve service or product offerings centered on patient reports or concerns
Rapidly troubleshoot and solve patient concerns at the point of sale
Manage daily tasks to ensure operational standards are properly followed and completed
Promptly respond to online patient registrations
Confirm and assemble online orders
Assists the Dispensary Manager with inventory and daily and weekly cash management
Maintains a clean, safe, welcoming environment inside and outside the facility
Other duties as may be assigned by the Dispensary Manager
QUALIFICATIONS
EDUCATION: High school diploma or equivalent; 2-year post-secondary education in a related field preferred
WORK EXPERIENCE REQUIRED: 2+ years’ experience in a fast-paced client-service intensive industry – hospitality and retail backgrounds preferred. Work history showing progressive responsibility, willingness to accept, lead, and complete additional projects or challenges
REQUIRED WORKING KNOWLEDGE: Computer & equipment operations necessary for running an office/retail center (POS systems; Word; Excel; office equipment such as copiers/telephone systems). Understanding of Hawai`i laws and regulations governing medical cannabis. Demonstrable basic inventory and cash management knowhow.
SKILLS & ABILITIES:
Outstanding phone and in-person customer service skills
Ability to communicate clearly and calmly in a positive and didactic manner
Accustomed to working in a fast-paced environment while remaining calm
Able to adapt to change in a quick and positive manner
Basic computer skills and interest in learning new software programs, as needed
Ability to strictly maintain patient confidentiality
Skill in accurate cash management and inventory control
Strong interpersonal communication skills
Ability to effectively plan and prioritize
Ability to focus, attention to detail
Ability to work effectively as part of a team
Absolute reliability and honesty
PHYSICAL REQUIREMENTS:
- Extended time standing, walking, bending, and reaching
- Ability to lift and carry up to 35 pounds for a distance of 100 feet
- Hawaii state resident
- Must pass a drug test and criminal background check (State DOH Mandated)
- Reliable transportation and the ability to work at multiple locations on Maui
- Able and willing to wear appropriate PPE (personal protective equipment) such as face covering/gloves if deemed necessary or required for the protection of patients and or staff