Intake Specialist Position Description
The Intake Specialist is a medical cannabis dispensary employee who is the first point of contact for all employees, patrons, deliveries, inspections and other visitors to the dispensary. The Intake Specialist has an important role as “the face of Hawaiian Ethos” given they are the first person that patients and other patrons will interact with in the dispensary and/or via phone.
The Intake Specialist’s primary responsibilities will include, but are not limited to the following: screening all persons prior to entry, to ensure that they are qualified to enter the dispensary; greeting and checking-in qualified patients and caregivers; conducting the patient intake process; entering patient data; and collaborating with a Product Consultant to monitor patient flow/maintain the staff to patient ratio on the sales floor. Additional ancillary duties may be assigned by the Manager or Manager on Duty for any given shift.
The successful candidate will be, above all else, honest, reliable and punctual. They will possess outstanding customer service skills, strong work ethic, ability to be effective in a fast-paced work environment, and exceptional organizational skills with attention to detail. This entry-level, non-management position offers the opportunity to learn and grow with Hawaiian Ethos from the ground up and has potential for increasing levels of responsibility over time. This position will report directly to the Manager or Manager on Duty for any given shift.
Education Required
High school diploma or equivalent required
2+ years post-secondary education in a related field preferred
Work Experience Required
Minimum 2+ years’ experience in a customer service role, working in fast-paced client-service intensive industry – hospitality, retail, medical, restaurant or other customer/patient facing operation is preferred
Work history showing progressive responsibility, willingness to accept, lead, and complete additional projects or challenges is preferred
Preferred/Required Characteristics, Skills and Knowledge
Outstanding phone and in-person customer service skills
Reliability, honesty and punctuality
Ability to communicate clearly and calmly in a positive and helpful manner
Motivated to perform job duties in a fast-paced environment and able to stay even-keeled in periods of stress
Team player - ability to work well with others
Interest in cannabis, health, and wellness
Demonstrate proactivity, flexibility, adaptability and ability to complete tasks in a timely manner
Ability to maintain confidentiality and demonstrate ethical conduct
Strong oral communication skills
Ability to effectively plan, prioritize and focus
Proficient computer skills in Microsoft Word, Excel, internet; comfortable learning/using dispensary software
Office equipment operation skills – comfortable using computers, printers, scanners, copiers, and telephone systems
General understanding of Hawaii state law governing medical marijuana
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 background check (state mandated) – no felonies
Hawaiian Ethos reserves the right to drug test
Must be 21 years or older
Duties and Responsibilities
The primary responsibilities of the Intake Specialist include greeting, screening and checking-in qualified patients and caregivers; interacting with patients while they wait to enter the sales floor; directing patients to complete intake paperwork and applicable renewal paperwork; assisting with appointment scheduling via in-person, phone and online systems; managing online appointment calendars on the company website; managing patient flow in collaboration with a Product Consultant to maintain 2:1 ratio on the sales floor; maintaining all office equipment in a functional state; and helping to maintain a clean, safe, and welcoming facility inside and out.
Be first point of contact for employees, patrons, visitors, deliveries and inspectors
Screen all persons prior to entry, to ensure that they are qualified to enter the dispensary
Greet patients/caregivers in person or on the phone, schedule appointments and conduct patient intake procedures
Input patient data into dispensary software system
Answer general questions from patients and others about the medical cannabis laws in Hawaii and about Hawaiian Ethos
Answer basic questions about Talk Medicine and about the menu
Ensure all dispensary access is logged in appropriate systems
Manage patient flow in collaboration with a Product Consultant to maintain 2:1 ratio on the sales floor
Maintain patient records in compliance with State law and Hawaiian Ethos policies
Help to maintain a clean, safe, welcoming environment inside and outside the facility
Other duties may be assigned by the Manager if/as needed
Notification
The above statements are intended to describe the general nature of work performed by the Intake Specialist. These statements are not to be construed as an exhaustive list of all responsibilities, tasks and skills required of an employee in this position. Hawaiian Ethos reserves the right to require that other tasks be performed when warranted (for example, by emergencies, changes in personnel or workload, corporate reorganization, or technical development). Hawaiian Ethos also reserves the right to revise this job description as needed.