Patient Advocate Team Lead

Ayr Wellness•Clermont, FL

About The Position

The Patient Advocate Team Lead supports managers and staff while ensuring retail operations meet company standards. The role oversees daily dispensary 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 passionate about cannabis and complies with state and local rules and regulations. The position supervises Patient Advocate staff, supports customer service and patient education, maintains inventory and financial procedures, and helps ensure the dispensary operates in compliance with applicable requirements.

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.
Ability to accommodate varied shifts, weekends, and some holidays.
Ability to communicate accurately with patients and/or caregivers about product offerings and medical conditions and symptoms.
Ability to operate a computer/POS system and standard office equipment.
Ability to remain stationary while checking in patients or operating the register.
Ability to observe 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 retail medical marijuana dispensary operating 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.
Ensure store procedures are updated to provide 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 and oversee cash-handling procedures.
Develop and maintain a schedule for Patient Advocate staff.
Communicate patient incidents or 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 qualifying conditions, medical cannabis products, and side effects.
Maintain awareness of the competitive landscape, improvement opportunities, and industry developments.
Assist in ensuring dispensary compliance with applicable statutes, regulations, directives, and best practices.
Promote patient satisfaction and maintain a patient-friendly dispensary environment.
Ensure product traceability from receipt through final sale.
Receive, check, and enter incoming inventory into NAV.
Maintain clean, safe, and guest-ready store areas, including restrooms.
Assist patients with disabilities as they navigate the dispensary, consultation couches, registers, entrances, and exits.