CALL CENTER QUALITY ASSURANCE SPECIALIST

13

Department of Health and Mental Hygiene

Maryland Medical Cannabis Commission

201 W. Preston Street

Baltimore, MD  21201

The Quality Assurance Specialist (QAS) provides clerical and administrative support to the Quality Improvement Manager for the overall improvement in the Maryland Medical Cannabis Commission (MMCC) patient program. The QI department is responsible for the processing of patient registry information.

Essential Responsibilities:

    1. Receives patient registry information.

    2. Enters MMCC Occurrences into the Database.

    3. Assists with follow up over the phone and or through email to respond to customer needs and requests.

    4. Responsible for issuance of registry deliverables.

    5. Conducts preliminary investigations into registry issues and provides findings to Quality Assurance Manager (QAM), for follow up and review.

    6. Works with the dispensary technicians and physicians to expedite orders.

    7. Works in collaboration with the QAM to meet department goals and objectives.

    8. Actively contributes to the evaluation and continuous improvement of client services, policies and procedures.

    9. Assists with ensuring safety policy and procedures are practiced and adhered.

   10. Enforces all MMCC and departmental policies and procedures.

   11. Complies with all applicable state and federal regulations related to medical cannabis practices.

   12. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Requirements:

Education:    Bachelor’s Degree required, certification desired, (copy of your transcript must be attached to your application). 

Experience:  Basic computer knowledge skills required, must have basic understanding of medical terminology, math and analytical skills and experience with alpha-numeric data entry.

Minimum of one (1) year working in a long-term care call center or as a dispensary technician in a retail environment or Long Term Care dispensary is preferred.

Applicants who meet the minimum qualifications will be evaluated. The evaluation may be a rating of your application based on your education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

Contractual employees who works for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program (the Program), have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.  As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

Online application process is STRONGLY preferred. If online process is not available, please send your paper application to: DHMH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted. If you need to submit additional information, the preferred method is to upload. If unable to upload, please fax requested information only to 410-333-5689. Appropriate accommodations for individuals with disabilities are available upon request by calling: (410) 767-1251 or MD TTY Relay Service 1-800-735-2258. We thank our Veterans for their service to our country, and encourage them to apply. As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Should additional information regarding this recruitment be required, please contact the DHMH Recruitment and Selection Division at 410-767-1251 or via email at dhmh.jobs@maryland.gov.