Patient Advocate Team Lead

Ayr Wellness•Land O ' Lakes, FL

1d•Onsite

About The Position

The Patient Advocate Team Lead supports dispensary managers and staff while ensuring retail operations meet company standards. The role oversees daily operations of a licensed medical marijuana dispensary in Florida and handles patient and customer needs. In conjunction with the Store Manager, the Team Lead helps hire and develop a motivated, knowledgeable, and compliant team. The role also oversees patient advocacy staff, inventory, financial reporting, patient education, privacy practices, and compliance with applicable laws and company procedures.

Requirements

Must be at least 21 years of age.
Must be able to pass an FBI Level 2 background check.
High school diploma or GED required.
1–3 years of experience.
Excellent oral and written communication, interpersonal, and Microsoft Office skills.
Strong attention to detail and time management skills.
High-energy, customer-focused, and proactive approach.
Strong customer service skills.
Ability to work efficiently with employees, customers, government agencies, and the public.
Ability to communicate accurately with patients and caregivers about medical conditions, symptoms, and product offerings.
Ability to frequently use a computer/POS system and standard office equipment, including printers, phones, and photocopiers.
Ability to remain stationary when checking in patients or operating the register.
Ability to observe patient entry via cameras and inspect patient IDs.
Ability to communicate with staff via walkie-talkie or headset.
Ability to move throughout the dispensary during sales transactions and transport products or totes weighing up to 30 pounds.
Demonstrated customer focus, relationship-building, results orientation, and functional/technical skill.

Responsibilities

Oversee and perform leadership and operational functions at a retail medical marijuana dispensary operating under Florida Department of Health licensure.
Provide excellent customer service to patients and coach team members.
Respect team members and report findings to the appropriate manager.
Conduct routine inspections to maintain accurate cannabis product inventory.
Manage and supervise Patient Advocate staff.
Ensure store procedures are updated to support best practices for staff and patients.
Train dispensary staff on company procedures, products, and dispensary best practices.
Ensure key performance indicators are captured.
Manage daily financial reporting requirements and oversee cash-handling procedures.
Develop and maintain schedules for Patient Advocate staff.
Communicate patient incidents and high-risk complaints to the Operations Director or Compliance team.
Oversee employee HIPAA education and ensure confidentiality and privacy of protected health and financial information.
Oversee patient education and counseling programs.
Review and revise information provided by the dispensary about debilitating conditions, medical cannabis products, and side effects.
Monitor the external and internal competitive landscape, opportunities for improvement, and industry developments.
Assist with dispensary compliance with applicable statutes, regulations, directives, and best practices.
Promote patient satisfaction and maintain a patient-friendly dispensary environment.
Maintain product traceability from receipt through final sale.
Receive, check, and enter incoming inventory into NAV.
Maintain a clean, safe, and guest-ready store, including restrooms.
Accommodate varied shifts, weekends, and some holidays.
Escort and assist patients with disabilities as they navigate the dispensary.