Patient Advocate Team Lead

Ayr Wellness•Winter Haven, 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 responds to patient and customer needs. Working with the Store Manager, the Team Lead helps hire and develop a motivated, knowledgeable team that is passionate about cannabis and compliant with applicable state and local rules and regulations. The role also oversees patient advocate staff, patient education, store procedures, inventory, financial reporting, and compliance. The position is based in a Florida medical marijuana dispensary operating under Florida Department of Health licensure.

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 skills, 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.
Ability to accommodate varied shifts, weekends, and some holidays.
Ability to communicate accurate information about product offerings to patients and caregivers.
Ability to frequently operate 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 and assess patient entry via 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.

Responsibilities

Oversee and perform leadership and operational functions for a licensed retail medical marijuana dispensary.
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 up to date and 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 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 protect the 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.
Help ensure compliance with relevant 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 store’s cleanliness, safety, and guest-ready appearance, including restrooms.
Assist patients with disabilities in navigating the dispensary and its consultation areas, registers, entrances, and exits.