Lead Patient Care Representative
2 weeks ago
Firelands Scientific and The Landing Dispensaries is seeking a highly motivated and experienced Lead Patient Care Representative to join our team. As a key member of our dispensary team, you will be responsible for providing exceptional patient care and support to our customers.
Key Responsibilities:- Assist with hiring, developing, and coaching of all dispensary positions along with developing and executing SOPs, training, and on-boarding programs;
- Assist with execution of dispensary/company strategy and operations;
- Review store environments and key performance indicators to identify problems, concerns, and opportunities for improvement;
- Help lead the dispensary team, support performance evaluations with active feedback and assist with personnel matters;
- Maintain records for all necessary documents: delivery and inventory manifests, nightly and monthly inventory counts, necessary employee and patient/customer information, logbooks, inventory adjustments, and destruction reports;
- Facilitate communication of daily tasks to team members;
- Ensure all required state and company sanctioned reports and audits are executed on time;
- Serve as a brand representative and participate in community/industry events, as needed;
- Provide superior customer service for vendors, patients and caregivers;
- Respond to any patient/customer complaint, request, concern, suggestion, when required;
- Ensure a world-class experience for patients and caregivers in accordance with company mission, vision, and values;
- Ensure that all dispensary operations including admissions, consultations, dispensing, cash management, inventory management, auditing, outreach, marketing and ordering are operating effectively, compliantly, and efficiently;
- Create a customer-focused, service-oriented environment;
- Maintain a presence on the sales floor and effectively coach and support dispensary team members to ensure that operational priorities, processes and procedures are communicated, understood and executed;
- Maintain all technology platforms and ensure that product descriptions and inventory amounts are accurate;
- Recommend product lines by identifying new product and product packaging opportunities, utilizing patient feedback and online reviews;
- Other tasks as assigned by the Assistant General Manager and General Manager.
- Recent and relevant retail and/or hospitality experience in a high-growth, fast-paced environment;
- Experience operating in a state-regulated marijuana program;
- Experience with coaching, training, and talent development;
- Experience monitoring company and individual performance through KPIs and other metrics;
- Demonstrated passion for serving the medical marijuana patient community;
- Proficient in MS Office and MS Excel;
- Demonstrated ability to learn and apply technical and product-related information in a professional consultative manner;
- Strong business acumen including data management, attention to detail, and excellent communication and interpersonal skills;
- Must maintain a high level of integrity, personal motivation, and be compliance-driven;
- Ability to work after-hours and travel, as needed;
- Must be 21 years of age or older;
- Ability to pass a background check.
- Similar to a busy retail store;
- Constant interaction with internal and external stakeholders.
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