Patient Support Services Manager

Medical Use of Marijuana Program/Cannabis Control Commission The Patient Support Services Manager (Manager) is an essential position for the Program. To be successful in this position, the ideal candidate must be a proven leader, skilled in motivating and inspiring a team dedicated to excellence in customer service. The support team is charged with providing high quality customer service and comprehensive support to diverse constituents, including: patients, members of the public, physicians, Registered Medical Dispensaries (RMD) staff and law enforcement. The Manager directs all call center operations, tracks calls and ensures all complaints are addressed and resolved in a timely manner. Finally, the Manager oversees the application process from patients and caregivers, confirming eligibility and issuing registration cards. Primary responsibilities include, but are not limited to the following: Management and Operations:

• Hires, trains, supervises, supports, coaches and counsel's team members who provide daily customer service through a dedicated call center.
• Maintains and improves call center and application processes by monitoring system performance; completing system audits and analyses; managing system and process improvements, conducting quality assurance and performance upgrades.

Training, Communication and Outreach:

• Develops and delivers training, support and guidance to patient support team to ensure excellence in addressing diverse customer needs and questions.
• Supports physicians, physician practices and other interested groups in understanding regulations and directing them to appropriate resources.
• Attends hearings for financial waiver appeals.

Reporting and Evaluation:

• Prepares performance reports: collecting, analyzing, and summarizing data and trends.

Additional Responsibilities:

• Coordinates with other states to share information and determine best practices.
• Attends department meetings, or other external meetings as requested, as a representative for the program.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.

Please Note:
In accordance with St. 2017, c.55, the Program, including this position, will be transferred to the Cannabis Control Commission (Commission) on or before December 31, 2018. The Commission regulates the adult-use marijuana program, which is governed by G.L. c. 94G, and 935 CMR 500.000. Representatives of the Commission will be involved in the hiring process for this position and materials submitted by candidates in connection with their applications may be shared with Commission representatives solely for the purpose of evaluating their candidacy. Skills:

• Skilled in training, supporting and creating an inclusive, collaborative and respectful team.
• Understanding of standards of excellence in customer support services.
• Evidence of strong leadership, communication and motivational skills.
• Ability to verbally communicate complex concepts and address sensitive situations, resolve conflicts, negotiate and inspire others.
• Excellent analytical skills, knowledge of medical terminology, business and financial systems.
• Detail-oriented, organized and able to juggle competing projects and tasks.
• Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.
• Knowledge of call center equipment and CRM systems.

Agency Mission:

The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth. We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious disease, substance abuse, violence, preventable hospitalizations, and health disparities. DPH coordinates programs and policies to address specific diseases and conditions and offer services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to assure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families. We license health professionals, healthcare facilities and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems.
https://www.mass.gov/orgs/department-of-public-health Total Compensation: As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:

• 75% state paid medical insurance premium
• Reasonable Dental and Vision Plans
• Flexible Spending Account and Dependent Care Assistance programs
• Low cost basic and optional life insurance
• Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan
• 11 paid holidays per year and competitive Sick, Vacation and Personal Time
• Tuition Remission for employee and spouse at state colleges and universities
• Short-Term Disability and Extended Illness program participation options
• Incentive-based Wellness Programs
• Professional Development and Continuing Education opportunities
• Qualified Employer for Public Service Student Loan Forgiveness Program

Pre-Hire Process: A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website. For questions, please contact Health Human Resources at 1-800-850-6968.

Qualifications First consideration will be given to those applicants that apply within the first 14 days. Applicants must have at least (A) five years of full-time, or equivalent part-time, professional, administrative, supervisory or managerial experience in business administration, business management, public administration, financial management, or professional experience in a particular specialty (i.e. scientific, professional, or technical), and (B) of which three years must have been in a supervisory or managerial capacity, or (C) any equivalent combination of the required experience and the substitutions below. Incumbents may be required to have a current and valid motor vehicle driver’s license at a class level specific to assignment. Substitutions: I. A Bachelor's or higher degree with a major in business administration, business management, public administration, financial management, or degree related directly to the specialty may be substituted for one year of the required (A) experience. II. A Graduate or higher degree with a major in business administration, business management, public administration, financial management, or degree related directly to the specialty may be substituted for two years of the required (A) experience.

An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.