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. Our strength lies in our people, and we’re 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.
• Conduct routine inspections to maintain accurate inventory of cannabis products.
• Manage and supervise patient advocate staff activities.
• Ensure procedures are updated to provide 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.
• Oversee patient education and counseling programs, and revise disseminated information as needed.
• Maintain awareness of competitive landscape and industry developments.
• Ensure compliance with all relevant statutes, regulations, and directives.
• Strive for patient satisfaction and maintain a patient-friendly environment.
• Ensure product traceability from reception to final sale.
• Receive, verify, and enter inventory into NAV upon shipment arrival.
• Maintain store appearance, including cleanliness and safety of all areas.

Requirements

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

Skills

• Customer Obsessed: Dedicated to creating a remarkable experience for internal and external customers; builds rapport and maintains trustful relationships.
• Relationship Building: Shares authentic feedback respectfully; builds mutual respect and trust; takes responsibility for mistakes and welcomes feedback for growth.
• Results Oriented: Learns quickly, analyzes successes and failures, and experiments to find solutions; enjoys challenges and unfamiliar tasks.
• Functional/Technical Skill: Possesses knowledge and skills to perform at a high level; understands how their role supports the company’s mission.
• 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.
• Ability to work efficiently with employees, customers, government agencies, and the public.

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.
• 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.

Direct Reports

Patient Advocates