Patient Advocate Team Lead

Ayr Wellness•Hollywood, FL

About The Position

The Patient Advocate Team Lead supports managers and staff and ensures retail operations meet company standards. The role oversees the dispensary’s daily 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 knowledgeable about cannabis and complies with applicable state and local rules. The position leads patient advocates, supports patient education and counseling, maintains inventory and product traceability, and oversees financial reporting and cash-handling procedures. It also helps maintain compliance, patient privacy, and a clean, safe, patient-friendly dispensary. The role requires customer-focused communication, attention to detail, time management, and the ability to work effectively with employees, customers, government agencies, and the public.

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 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 escort and assist patients with disabilities throughout the dispensary.
Ability to communicate accurately with patients and caregivers about medical conditions, symptoms, and product offerings.
Ability to operate a computer/POS system and standard office equipment.
Ability to remain stationary while checking in patients or operating the register, observe patient entry via cameras, inspect IDs, communicate via walkie-talkie or headset, and move around the dispensary during transactions.
Ability to move and transport dispensary 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 other 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 personnel 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 the confidentiality and privacy of protected health and financial information.
Oversee patient education and counseling programs.
Review and continuously revise dispensary information about debilitating conditions, medical cannabis products, and side effects.
Monitor the internal and external competitive landscape, improvement opportunities, and industry developments.
Help ensure 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.
Keep the store, including restrooms, clean, safe, and ready for guests.
Assist patients with disabilities as they navigate the dispensary.