Patient Advocate Team Lead

Ayr Wellness is a leading U.S. multi-state cannabis operator with over 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 for medical patients and adult-use consumers. Our strength lies in our people, and we’re looking for builders and doers to help shape the future of cannabis.

About the role

The Team Lead supports all managers and staff while ensuring retail operations meet company standards. This role oversees daily dispensary operations, handles patient/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 all 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 to protect patient rights and confidentiality.
• Manage patient education and counseling programs.
• Review and revise dispensary information on medical cannabis products, conditions, and side effects.
• Monitor the competitive landscape and industry developments.
• Ensure compliance with all relevant statutes, regulations, and directives.
• Maintain a patient-friendly environment and strive for patient satisfaction.
• Ensure 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 Microsoft Office proficiency.
• Strong attention to detail and time management.
• High energy, customer-focused, and proactive.
• Ability to work efficiently with employees, customers, government agencies, and the public.
• Customer-obsessed: builds rapport and maintains meaningful relationships.
• Relationship-building: provides constructive feedback and fosters mutual respect.
• Results-oriented: learns quickly, analyzes successes/failures, and embraces challenges.
• Functional/technical skills: performs at a high level of accomplishment in role.

Direct Reports

Patient Advocates

Working Conditions

• Ability to accommodate varied shifts, weekends, and some holidays.
• Ability to assist patients with disabilities in navigating the dispensary.

Physical Requirements

• Frequent communication with patients/customers about medical conditions and product offerings.
• Frequent operation of computer/POS systems and office equipment (printers, phones, photocopiers).
• Ability to remain stationary during patient check-in or register operation.
• Ability to observe and assess patient entry via cameras and inspect IDs.
• Frequent communication with staff via walkie-talkie or headset.
• Constant positioning during sales transactions (operating POS, collecting products, handling bags).
• Frequent movement and transport of dispensary products/totes up to 30 lbs.