DEPT OF HEALTH SERVICES

Address: 150 North 18th Avenue
Phoenix, Arizona 85007

Salary: 50,000 

Grade: 19

Closing Date: 

Under the general supervision of the Medical Marijuana Program Manager, this position is responsible for maintaining, responding to
and tracking of the Medical Marijuana Electronic Mail (Email) account. Responsibilities include providing technical guidance and
assistance, and support for escalated customer service functions involving more complex and sensitive issues. This position responds
to patient, caregiver, dispensary, and general public inquiries in a timely manner, by providing accurate program information through
the interpretation and application of statutes, rules, policies and procedures related to the Medical Marijuana Program.
This position is also responsible for the processing of all medical marijuana patient applications needing mapping services and will
coordinate with the mapping vendor to ensure non-system mapped applications are mapped within the programs strict statutory
processing time frames. This position will be responsible for the approval or denial of all cultivation requests which are appealable
actions and may result in legal proceedings. This position will prepare denial notices and be responsible for tracking all denied
cultivation applications and ensuring appropriate correspondence is provided to applicants with denied cultivation requests. This
position will also report to management all applications with suspected falsely reported information and provide initial investigation
findings which may be used for enforcement actions taken by the Department against the card holder and requires 100% accuracy.
This position serves as the lead in providing training/on-boarding of new CSR4 employees and will assist with QA review of CRS4
employee work. This position will assist in application processing and call center duties as needed and will participate in special
projects and perform other duties as assigned.

Oversees, tracks and maintains the Medical Marijuana Electronic Mail (Email) account. Provides technical
guidance and assistance and support for escalated customer service functions and interpretation and
application of statutes, rules, policies and procedures.

Audits and tracks the processing of the medical marijuana patient applications requiring mapping. Ensures that
all communications to applicants (i.e. requests for information, notice of deficiencies and denials) are accurate
and complete, prior to submitting application to management final decision.

Develop, manage and generate reports on emails and mapping to ensure program efficiency and accuracy.

Assists with QA review of staff work and training /on-boarding of new staff.

Knowledge of:
-Customer service techniques.
-Use of office equipment and computer
systems, and call center phone systems.
-General office procedures and practices.
- Performance Management (PM), and
Continuous Quality Improvement (CQI) and
Lean methodologies.

Skill in:
-Interpersonal Relationships in relation to
working with other staff, manager,
contractors, and staff from other departments
and agencies.
-Oral and written communication.
-Critical thinking and problem solving
techniques.

Ability to:
-Learn general rules, regulations, and
policies and procedures of the Medical
Marijuana Patient Registry Program.
-Learn and operate new computer systems
and processing equipment.
-Work in a fast-paced high volume office
setting dealing with the public.
-Provide information using oral and written
communication.
-Listen and interpret information.
-Resolve problems.
- Support a diverse multi-cultural workforce
that reflects the community, promotes equal
opportunity at all levels of public
employment, and creates an inclusive work
environment that enables all individuals to
perform to their fullest potential free from
discrimination.

High school diploma or equivalent and two years experience in related field.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

- To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.