Patient Advocate Team Lead
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 addresses 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 compliant with state and local rules and regulations. The role oversees Patient Advocates, staff training and scheduling, inventory, financial reporting, patient education, privacy practices, and dispensary compliance. The position operates in a Florida 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.
- Excellent oral and written communication, interpersonal, and Microsoft Office skills.
- Close attention to detail and excellent 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.
- Customer-obsessed approach, including building rapport, listening, and maintaining effective relationships.
- Relationship-building skills, including respectful feedback, compassion, accountability, and openness to continuous improvement.
- Results-oriented and adaptable approach, including learning quickly, responding to unfamiliar challenges, and seeking solutions.
- Functional and technical knowledge and skills to perform the role effectively.
Responsibilities
- Oversee and perform leadership and operational functions for a retail medical marijuana dispensary licensed by the Florida Department of Health.
- 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 best practices for dispensary personnel.
- Ensure key performance indicators are captured.
- Manage daily financial reporting requirements and oversee cash-handling procedures.
- Develop and maintain a schedule for Patient Advocate staff.
- Communicate patient incidents and high-risk complaints to the Operations Director or Compliance team.
- Oversee employee HIPAA education and ensure employees 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 the internal and external competitive landscape, improvement opportunities, and industry developments.
- Assist with ensuring dispensary compliance with applicable statutes, regulations, directives, and best practices.
- Promote patient satisfaction and maintain a patient-friendly dispensary environment.
- Maintain product traceability from reception through final sale.
- Receive, check, and enter incoming inventory into NAV.
- Maintain a clean, safe, and guest-ready store, including restrooms.
- Escort and assist patients with disabilities as they navigate the dispensary.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
