Patient Advocate Team Lead (Medical Cannabis)

Position Overview

The focus of this role is to provide support to all managers and staff while ensuring that all retail operations are performing to company standards. The Team Lead will be responsible for overseeing daily operations of the dispensary and handling the needs of all patients/customers. In conjunction with the Store Manager, this role is responsible for hiring and developing a team of highly motivated individuals who are passionate about cannabis and compliant with state and local rules and regulations.

Key Responsibilities

• Oversee and perform all functions associated with leadership and oversight of a retail medical marijuana dispensary operating under licensure from the Florida Department of Health.
• Provide excellent customer service to all patients while also coaching other team members.
• Respect all team members and report all findings to the appropriate manager.
• Administer routine inspections to maintain the accurate inventory of all cannabis products.
• Manage and supervise the activities of patient advocate staff.
• Ensure that all Procedures are updated in store to provide the best practice for staff and patients.
• Train dispensary staff to ensure a consistent performance and knowledge base of company standard operating procedures, a comprehensive understanding of all marijuana and marijuana-infused or derived products being sold to patients, and best practices for dispensary personnel.
• Ensure Key performance Indicators are captured.
• Manage daily financial reporting requirements and oversee all cash handling procedures.
• Develop and maintain a schedule of all patient advocate staff.
• Communicate any patient incidents or high-risk complaints to the Operations Director or Compliance team.
• Protect patient rights by overseeing the employee HIPAA education program and ensure each employee is maintaining the confidentiality and privacy of protected health and financial information.
• Oversee patient education and counseling programs, reviewing and continuously revising information disseminated by the dispensary regarding debilitating conditions, their association with medical cannabis products, and side effects.
• Maintain awareness of both external and internal competitive landscape, opportunities for improvement, and industry development.
• Assist in ensuring the dispensary’s compliance with all relevant statutes, regulations, directives, and best practices.
• Strive for patient satisfaction in all respects and ensure a patient-friendly environment at the dispensary.
• Ensure traceability of product is maintained from reception to final sale.
• Receive, check, and enter inventory into NAV when shipments arrive.
• Exhibit excellent oral and written communication skills, interpersonal skills, and proficiency in Microsoft Office.
• Demonstrate close attention to detail.
• Maintain excellent time management skills.
• Exude high energy, remain customer focused, and act proactively.
• Exhibit strong customer service skills and the ability to work efficiently with employees, customers, government agencies, and the public.
• Take pride in the appearance of the store by ensuring all areas, including restrooms, are consistently clean, safe, and guest-ready.

Required Qualifications

• Must be 21 Years of Age.
• Must be able to pass a Level 2 Background Check (FBI).
• High school diploma/GED required.
• Experience: 1-3 years.
• Customer Obsessed: Dedicated to creating a remarkable experience for both internal and external customers by building rapport and maintaining effective relationships.
• Relationship Building: Demonstrates authenticity in feedback, builds mutual respect and trust, and welcomes feedback for continuous improvement.
• Results Oriented: Learns quickly, embraces new challenges, analyzes outcomes for continuous improvement, and experiments with solutions.
• Functional/Technical Skill: Possesses the technical knowledge and functional skills necessary to perform at a high level and support best practices.