Patient Care Specialist (Sales)

JOB DESCRIPTION

Date: August 27, 2024

Position: Patient Care Specialist (Full-time / Part-Time)

Dept: Retail Operations

Age Requirement: Must 21+ years of age to apply

Locations: Kahului, Pukalani, Kihei

Reports to: Dispensary Manager

Travel required (% of time): 25%

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 level position that offers successful candidates an opportunity to learn and grow with Hawai`i’s leading medical cannabis company. A strong sales background and supervisory experience is a huge plus.

Duties and 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:

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 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 and 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 background check (state 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

Acknowledgement:

This job description is not intended to be and should not be construed as an inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, Maui Wellness Group dba Maui Grown Therapies reserves the right to modify, add or remove duties and assign other tasks, as necessary.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed above) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

My signature below acknowledges that I have read this job description, and I am able to perform the essential functions and responsibilities of the position.