Patient Advocate Team Lead

Ayr Wellness • Winter Haven, FL

6d

About The Position

The Patient Advocate Team Lead supports managers and staff and helps ensure retail operations meet company standards. The role oversees daily dispensary operations and responds to patient and customer needs. 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 requirements. The position leads Patient Advocate staff, supports customer service and patient education, maintains inventory and financial processes, and helps ensure compliance and patient privacy at a Florida-licensed medical marijuana 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, and Microsoft Office skills.
• Close attention to detail and strong time-management skills.
• High energy, customer-focused, proactive, and strong customer service skills.
• Ability to work efficiently with employees, customers, government agencies, and the public.
• Able to accommodate varied shifts, weekends, and some holidays.
• Able to frequently communicate accurate information about product offerings to patients and caregivers.
• Able to frequently use a computer/POS system and standard office equipment, including printers, phones, and photocopiers.
• Able to remain stationary while checking in patients or operating a register, and to move around the dispensary during sales transactions.
• Able to communicate with staff using a walkie-talkie or headset.
• Able to move and transport dispensary products or totes weighing up to 30 pounds.
• Demonstrates customer focus, relationship-building, results orientation, and functional/technical skill.

Responsibilities

• Oversee leadership and operational functions of 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 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 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.
• Monitor the competitive landscape, improvement opportunities, and industry developments.
• Help ensure compliance with relevant 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.
• Assist patients with disabilities in navigating the dispensary and its consultation couches, registers, entrances, and exits.
• Observe patient entry using cameras and inspect patient IDs.

What This Job Offers

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