Patient Advocate Team Lead

About the Company

Ayr Wellness is a leading U.S. multi-state cannabis operator with more than 90 licensed retail locations across Florida, Massachusetts, Pennsylvania, Ohio, New Jersey, Nevada, and soon, Virginia. We cultivate, manufacture, and sell a broad portfolio of high-quality cannabis products, serving both medical patients and adult-use consumers. At Ayr, we prioritize our people and are re-imagining how we work to shape the future of the cannabis industry.

About the Role

The Team Lead provides support to all managers and staff while ensuring retail operations meet company standards. This role oversees daily dispensary operations, handles patient and customer needs, and collaborates with the Store Manager to hire and develop a motivated, compliant team.

Responsibilities

• Oversee and perform leadership functions for a retail medical marijuana dispensary licensed by the Florida Department of Health.
• Provide excellent customer service to patients and coach team members.
• Report findings to the appropriate manager and maintain respect among team members.
• Conduct routine inspections to ensure accurate inventory of cannabis products.
• Manage and supervise patient advocate staff activities.
• Update store procedures to ensure best practices for staff and patients.
• Train dispensary staff on company standard operating procedures, product knowledge, and best practices.
• Ensure key performance indicators are captured.
• Manage daily financial reporting and oversee cash handling procedures.
• Develop and maintain staff schedules.
• Communicate patient incidents or high-risk complaints to the Operations Director or Compliance team.
• Oversee HIPAA education and ensure confidentiality of protected health and financial information.
• Manage patient education and counseling programs, revising disseminated information as needed.
• Monitor the competitive landscape and industry developments for improvement opportunities.
• Ensure dispensary compliance with all relevant statutes, regulations, and directives.
• Strive for patient satisfaction and maintain a patient-friendly environment.
• Maintain product traceability from reception to final sale.
• Receive, verify, and enter inventory into NAV upon shipment arrival.
• Maintain store appearance, including restrooms, to ensure a clean, safe, and guest-ready environment.

Requirements

• Must be 21 years of age or older.
• Must pass a Level 2 Background Check (FBI).
• High school diploma or GED required.
• 1-3 years of relevant experience.

Skills

• Excellent oral and written communication, interpersonal skills, and proficiency in Microsoft Office.
• Strong attention to detail and time management.
• High energy, customer-focused, and proactive.
• Strong customer service skills and ability to work with employees, customers, government agencies, and the public.
• Customer Obsessed: Dedicated to creating remarkable experiences for internal and external customers; builds rapport and trust.
• Relationship Building: Provides authentic feedback, builds mutual respect, and encourages team growth.
• Results Oriented: Learns quickly, analyzes successes and failures, and experiments to find solutions.
• Functional/Technical Skill: Possesses knowledge and skills to perform at a high level of accomplishment.

Direct Reports

Patient Advocates

Working Conditions

• Able to accommodate scheduling that may include varied shifts, weekends, and some holidays.
• Able to assist patients with disabilities in navigating the dispensary.

Physical Requirements

• Frequently communicates with patients and caregivers regarding medical conditions and product offerings.
• Frequently operates computer/POS systems and standard office equipment (printers, phones, photocopiers).
• Must remain stationary when checking in patients or operating the register.
• Must observe and assess patient entry via cameras and inspect IDs.
• Frequently communicates with staff via walkie-talkie or headset.
• Constantly positions self throughout sales transactions (e.g., operating POS, collecting products).
• Constantly moves and transports dispensary products/totes up to 30 lbs.