Patient Advocate Team Lead

Ayr Wellness•Tampa, FL

2d•Onsite

About The Position

The Patient Advocate Team Lead supports managers and staff while ensuring retail operations meet company standards. The role oversees the dispensary’s daily operations and patient and customer needs. In conjunction with the Store Manager, the Team Lead helps hire and develop a motivated, knowledgeable team that is passionate about cannabis and complies with applicable state and local rules and regulations. The role leads Patient Advocate staff and supports patient service, education, privacy, inventory control, financial reporting, and regulatory compliance at a retail medical marijuana dispensary licensed by the Florida Department of Health.

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 (the posting does not specify a particular field).
Excellent oral and written communication, interpersonal, and Microsoft Office skills.
Close attention to detail and excellent time-management skills.
High energy, customer-focused, proactive approach and 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 accurate information with patients and/or caregivers, operate computer/POS and standard office equipment, remain stationary for patient check-in or register duties, observe entry and inspect IDs, communicate by walkie-talkie or headset, move throughout sales transactions, and transport products or totes weighing up to 30 pounds.
Demonstrated customer focus, relationship-building, results orientation, and functional/technical skills, including listening, building trust, giving and receiving constructive feedback, learning quickly, adapting to change, and pursuing continuous improvement.

Responsibilities

Oversee and perform leadership and operational functions for the licensed retail medical marijuana dispensary.
Provide excellent service to patients and coach team members; promote a patient-friendly environment and patient satisfaction.
Respect team members and report findings to the appropriate manager.
Conduct routine inspections to maintain accurate cannabis inventory and ensure product traceability from receipt through final sale.
Manage and supervise Patient Advocate staff, maintain their work schedule, and support hiring and development in conjunction with the Store Manager.
Keep store procedures updated and train staff on company operating procedures, products, and dispensary best practices.
Ensure key performance indicators are captured.
Manage daily financial reporting and oversee cash-handling procedures.
Communicate patient incidents and high-risk complaints to the Operations Director or Compliance team.
Oversee employee HIPAA education and protect the confidentiality and privacy of protected health and financial information.
Oversee patient education and counseling programs, and review and revise dispensary information about debilitating conditions, medical cannabis products, and side effects.
Monitor internal and external competitive conditions, improvement opportunities, and industry developments.
Assist in maintaining compliance with applicable statutes, regulations, directives, and best practices.
Receive, check, and enter incoming inventory shipments into NAV.
Maintain the store’s appearance and ensure all areas, including restrooms, are clean, safe, and ready for guests.
Assist and escort patients with disabilities as they navigate the dispensary and its consultation areas, registers, entrances, and exits.
Communicate accurately with patients and caregivers about product offerings and medical conditions or symptoms as applicable to the role.
Operate the computer/POS system and standard office equipment; observe patient entry via cameras and inspect IDs; communicate with staff using a walkie-talkie or headset.
Move and transport dispensary products and totes weighing up to 30 pounds.