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29 Nov 2013

Full-Time Patient Support Manager for the Medical Use of Marijuana Program Boston, Massachusetts, United States

Job Description


Leadership Opportunity in Public Health— Patient Support Manager for the Medical Use of Marijuana Program, Boston MA

The Department of Public Health is seeking qualified public health professionals to help launch the new Medical Use of Marijuana Program in Massachusetts. There is no precedent for this program in Massachusetts. This is an exciting and once in a lifetime opportunity for public health leaders to help build a program in this new domain of medical marijuana.

Currently we are seeking candidates for the Patient Support Manager for the Medical Use of Marijuana Program. Qualified candidates are proven leaders with exceptional inter-personal skills, organization, written and oral communication skills and diplomacy who can build and motivate a team.

Position Overview:

This position hires, trains and supervises the support team staff who field calls from concerned groups, including: patients, physicians, advocates and other stakeholders. This manager will also manage the call center operations, track calls and ensure that all complaints that come in are addressed and resolved in a timely manner. In addition, the manager oversees the entire process of processing applications from patients and caregivers, confirming eligibility and issuing registration cards.

To ensure the highest quality of service, the Manager will need to develop and implement policies and protocols that effectively communicate medical use of marijuana rules and processes in language that is easy to understand. This will be done through comprehensive training, regular support and evaluation of team members. In addition, the Manager will also serve as a content expert on regulations and resources for varies inquiries and complaints, particularly for complex cases.

Detailed Statement of Duties and Responsibilities:

Management and Operations
• Hire, train, supervise, support, coach and counsel team members who provide daily customer service through a dedicated call center.
• Develop effective communication tools and feedback mechanisms to provide support, motivation and feedback to team members.
• Conduct annual performance evaluations of staff.
• Develop and implement systems, processes and protocols for call center and processing applications.
• Organize, manage and coordinate all operational and administrative processes for the group.
• Manage support staff; organize and oversees work schedules and assignments to meet operational needs and respond to public demand.
• Provide feedback and recommendations to Deputy regarding systems, process changes and improvements.
• Serve as backup support to staff for complex cases or on days with high call or application volume.
• Determine group operational strategies by conducting needs assessments, performance reviews and other evaluation data.
• Develop and implement procedures to ensure efficient processing of information and data collection.
• Provide feedback and recommendations to Deputy regarding systems, process changes and improvements.
• Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintain and improves call center and application process operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Training, Communication and Outreach
• Develop and deliver training to patient support team to ensure all protocols are understood and properly administered.
• Train staff to provide consultation, guidance, and support for patient inquiries and concerns.
• Provide support and expertise to staff when faced with complex and unusual circumstances.
• Respond to requests for information from the Governor’s office, Attorney General, legislature, other state departments and members of the public.
• Support physicians , physician practices and other interested groups in understanding regulations and directing them to appropriate resources.
• Attend hearings for appeals of financial waiver.

Reporting and Evaluation
• Develop measurable standards for staff.
• Develop reports to highlight volume, efficiency and effectiveness of support team.
• Prepare performance reports: collecting, analyzing, and summarizing data and trends.

Additional Responsibilities
• Coordinate with other states to share information and determine best practices.
• Attend department meetings, or other external meetings as requested, as a representative for the program.
• Maintain 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; participating in professional societies.


MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, or public administration and (B) of which at least three years must have been in a supervisory or managerial capacity or (C) any equivalent combination of the required experience and the substitutions below.

Substitutions: I. A Master’s or higher degree with a major in business administration, management, public administration, industrial engineering, industrial psychology, or hospital administration may be substituted for a maximum of one year of the required (A) experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.


Preferred Qualifications:

The demands on this position will be significant and will require exceptional inter-personal skills, organization, written and oral communication skills and diplomacy.
• Strong leadership skills with the ability to build lead and motivate a skilled team.
• Diplomatic, patient and high level of professionalism.
• Exceptional customer service, communication and conflict management skills.
• Ability to train staff to be able to listen effectively, demonstrate patience and empathy when dealing with confused or irate customers, find the root cause of issues, communicate clearly and in a friendly way and ultimately to solve the issue.
• Ability to hire and train staff who can effectively communicate orally and written—including succinct answers and proper grammar.


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

How to Apply

We strongly encourage applicants to apply on-line. If you do not wish to apply for this position on-line, and would prefer to send your resume and cover letter by mail or fax please forward it to: Lauren Guziejka Office of Health Human Resources Department 600 Washington St., 7th Floor Boston, MA 02111 Please include posting ID# when applying for this position. Resumes can be faxed to 617-348-5509. Questions concerning this posting can be directed to the Customer Service Unit at 800-850-6968. Please help our environment by not mailing and faxing your cover letter and resume if you have submitted your materials on-line. Thank you!

Job Categories: Green Jobs. Job Types: Full-Time. Salaries: 60,000 - 80,000.


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