Patient Advocate Team Lead

Ayr Wellness•Hollywood, FL

7d•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 addresses patient and 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 and supervises Patient Advocate staff.

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 frequently communicate accurate information about product offerings to patients and caregivers.
Ability to remain stationary when checking in patients or operating a register, frequently operate computer/POS and office equipment, observe patient entry and inspect IDs, and frequently 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 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 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 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 ensuring 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 clean, safe, and guest-ready store areas, including restrooms.
Assist patients with disabilities in navigating the dispensary, consultation couches, registers, entrances, and exits.
Communicate with patients and caregivers about medical conditions, symptoms, and product offerings; observe patient entry via cameras and inspect IDs.
Operate computer/POS systems and standard office equipment; communicate with staff via walkie-talkie or headset; move products and totes weighing up to 30 pounds.