Patient Advocate Team Lead

Ayr Wellness • Fort Pierce, FL

6d • Onsite

About The Position

The Patient Advocate Team Lead supports managers and staff while ensuring retail operations meet company standards. This role oversees the dispensary’s daily operations and patient/customer needs. 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 also manages patient advocate staff, supports patient education and satisfaction, and helps maintain 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.
• Excellent oral and written communication, interpersonal skills, and 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 exchange accurate information about product offerings with patients and/or caregivers.
• Able to move and transport dispensary products or totes weighing up to 30 pounds.
• Able to perform the described physical activities, including remaining stationary, observing and assessing patient entry, inspecting IDs, communicating by walkie-talkie or headset, and moving throughout sales transactions.

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 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 up to date and support best practices for staff and patients.
• Train dispensary staff on company standard operating procedures, products, and best practices.
• Ensure key performance indicators are captured.
• Manage daily financial reporting and oversee cash-handling procedures.
• Develop and maintain patient advocate staff schedules.
• Communicate patient incidents and high-risk complaints to the Operations Director or Compliance team.
• Oversee employee HIPAA education and ensure confidentiality 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 competitive landscape, opportunities for improvement, 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 arriving inventory into NAV.
• Keep all store areas, including restrooms, clean, safe, and ready for guests.
• Accommodate varied shifts, weekends, and some holidays.
• Escort and assist patients with disabilities as they navigate the dispensary.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED