Patient Advocate Team Lead

Ayr Wellness•Fort Pierce, FL

3d•Onsite

About The Position

The Patient Advocate Team Lead supports dispensary managers and staff and helps ensure retail operations meet company standards. The role oversees daily operations at a licensed medical marijuana dispensary in Florida 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 applicable state and local requirements. The position leads patient advocate staff, supports excellent customer service and patient education, and maintains operational standards for inventory, financial reporting, cash handling, staffing, procedures, product traceability, and regulatory compliance. The Team Lead also helps protect patient privacy, communicates significant incidents and complaints to appropriate leaders, and maintains a clean, safe, patient-friendly dispensary. The role reports to the Store Manager by virtue of working in conjunction with that role; the posting does not explicitly specify a direct reporting relationship.

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, 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.
Ability to communicate accurate information about product offerings to patients and/or caregivers.
Ability to use a computer/POS system and standard office equipment.
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.
Demonstrated customer focus, relationship-building, results orientation, and functional/technical skill.

Responsibilities

Oversee and perform leadership and oversight 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 dispensary procedures are updated to support best practices for staff and patients.
Train 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 employees protect the 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 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 shipments into NAV.
Maintain a clean, safe, and guest-ready store, including restrooms.
Accommodate scheduling that may include varied shifts, weekends, and some holidays.
Escort and assist patients with disabilities as they navigate the dispensary.