Patient Advocate Team Lead

Ayr Wellness•Ocala, FL

11d•Onsite

About The Position

The Patient Advocate Team Lead supports managers and staff while ensuring retail operations meet company standards. The role oversees daily dispensary operations and addresses patient and customer needs. In conjunction with the Store Manager, the Team Lead helps hire and develop a motivated team that is passionate about cannabis and complies with state and local requirements. The role leads Patient Advocate staff, supports patient education and satisfaction, and helps maintain compliant, accurate, and welcoming dispensary operations.

Requirements

Must be at least 21 years old.
Must pass a Level 2 FBI background check.
High school diploma or GED required.
1–3 years of experience.
Excellent oral and written communication, interpersonal skills, and proficiency in Microsoft Office.
Close attention to detail.
Excellent time-management skills.
High energy, customer-focused, and proactive.
Strong customer service skills.
Ability to work efficiently with employees, customers, government agencies, and the public.
Customer-focused approach, including building rapport, listening, and maintaining effective relationships.
Relationship-building skills, including providing respectful, constructive feedback, acting with compassion, accepting responsibility, and welcoming feedback for continuous improvement.
Results-oriented approach, including learning quickly, adapting to change, analyzing successes and failures, and solving unfamiliar problems.
Functional and technical skills to perform the role effectively and understand how the job function supports the organization.

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 standard operating procedures, products, and dispensary best practices.
Ensure key performance indicators are captured.
Manage daily financial reporting 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 debilitating 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 the appearance and cleanliness of the store, including restrooms, so all areas are safe and guest-ready.
Accommodate varied shifts, weekends, and some holidays.
Escort and assist patients with disabilities as they navigate the dispensary, consultation couches, registers, entrances, and exits.