Patient Advocate Team Lead

Ayr Wellness•Clermont, FL

14h•Onsite

About The Position

The Patient Advocate Team Lead supports managers and staff and ensures retail operations meet company standards. The role oversees daily dispensary operations and patient and customer needs, and, in conjunction with the Store Manager, supports hiring and developing a motivated team that is passionate about cannabis and compliant with state and local requirements. The position leads Patient Advocates, supports patient education and privacy, maintains inventory and financial procedures, and helps ensure a compliant, patient-friendly dispensary.

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 lists this experience range without specifying a field).
Excellent oral and written communication, 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 accurately with patients and/or caregivers about medical conditions and symptoms and provide accurate information about product offerings.
Ability to remain stationary when checking in patients or operating the register, observe patient entry via cameras, inspect IDs, communicate with staff by walkie-talkie or headset, and move throughout the sales transaction.
Ability to move and transport dispensary products or totes weighing up to 30 pounds.
Customer-obsessed approach, including building rapport, listening, and maintaining effective relationships.
Relationship-building skills, including providing constructive feedback respectfully, acting with compassion, taking responsibility for mistakes, and welcoming feedback.
Results-oriented approach, including learning quickly, adapting to change, analyzing outcomes, and finding solutions.
Functional and technical knowledge needed to perform the role effectively.

Responsibilities

Oversee dispensary leadership and retail operations under licensure from 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.
Keep store procedures 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 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 confidentiality and privacy of protected health and financial information.
Oversee patient education and counseling programs, and review and revise information about debilitating conditions, medical cannabis products, and side effects.
Monitor internal and external competition, improvement opportunities, and industry developments.
Assist with 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 arriving inventory into NAV.
Maintain the store’s appearance and ensure all areas, including restrooms, are clean, safe, and guest-ready.
Escort and assist patients with disabilities as they navigate the dispensary.