Patient Advocate Team Lead

Ayr Wellness•Spring Hill, FL

About The Position

The Patient Advocate Team Lead supports managers and staff and ensures retail operations meet company standards. This role oversees the dispensary’s daily operations and patient/customer needs. 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 role leads Patient Advocates, maintains inventory and financial processes, supports patient education and privacy, and helps ensure the dispensary operates in a patient-friendly, compliant manner.

Requirements

Must be at least 21 years of age.
Must pass a Level 2 FBI background check.
High school diploma or GED required.
1–3 years of experience.
Excellent oral and written communication and interpersonal skills.
Proficiency in Microsoft Office.
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 exchange accurate information about product offerings with patients and/or caregivers.
Ability to operate a computer/POS system and standard office equipment, including printers, phones, and photocopiers.
Ability to observe and assess patient entry using cameras and inspect patient IDs.
Ability to communicate with staff using a walkie-talkie or headset.
Ability to move and transport dispensary products or totes weighing up to 30 pounds.
Ability to remain stationary when checking in patients or operating the register, as well as move throughout sales transactions.

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 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 a schedule for Patient Advocate staff.
Communicate patient incidents or 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 competitive conditions, opportunities for improvement, and industry developments.
Assist in ensuring 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 shipments into NAV.
Maintain clean, safe, and guest-ready store areas, including restrooms.
Accommodate scheduling that may include varied shifts, weekends, and some holidays.
Escort and assist patients with disabilities as they navigate the dispensary.