Patient Advocate Team Lead

Ayr Wellness • Ocala, FL

24d • Onsite

About The Position

The Patient Advocate Team Lead supports managers and staff and helps ensure that retail operations meet company standards. The role oversees daily dispensary operations and responds to the needs of patients and customers. In conjunction with the Store Manager, the Team Lead helps hire and develop a motivated team that is passionate about cannabis and compliant with state and local rules and regulations.

The Team Lead oversees and manages Patient Advocate staff, supports patient education and counseling, and works to maintain a patient-friendly environment. The role also helps ensure compliance, inventory accuracy and traceability, appropriate financial reporting and cash handling, employee training, and protection of patient information. The position reports patient incidents and high-risk complaints to the Operations Director or Compliance team.

This role requires a high school diploma or GED, a minimum age of 21, and the ability to pass a Level 2 FBI background check. The work may involve varied shifts, weekends, and some holidays, assisting patients with disabilities, frequent communication with patients and staff, operation of a computer/POS and office equipment, and moving dispensary products or totes weighing up to 30 pounds.

Requirements

• High school diploma or GED.
• Must be at least 21 years old.
• Must pass a Level 2 FBI background check.
• 1–3 years of experience.
• Excellent oral and written communication, interpersonal, and Microsoft Office skills.
• Close attention to detail and strong 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 accommodate varied shifts, weekends, and some holidays.
• Ability to frequently communicate with patients or caregivers about medical conditions and symptoms and exchange accurate information about product offerings.
• Ability to operate a computer/POS system and standard office equipment, including printers, phones, and photocopiers.
• Ability to remain stationary while checking in patients or operating the register, and to frequently move throughout sales transactions.
• Ability to communicate with staff using a walkie-talkie or headset.
• Ability to move and transport products or totes weighing up to 30 pounds.

Responsibilities

• Oversee and perform leadership and operational functions for 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, cannabis 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, and review and revise information about qualifying conditions, medical cannabis products, and side effects.
• Monitor internal and external competition, improvement opportunities, 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.
• Assist patients with disabilities in navigating the dispensary, consultation couches, registers, entrances, and exits.
• Observe and assess patient entry using cameras and inspect patient IDs.
• Move and transport dispensary products and totes weighing up to 30 pounds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED