Patient Advocate Team Lead

5 days ago

Tampa, Florida, United States AYR Wellness Full time
About the Role

We are seeking a highly skilled and experienced Team Lead to join our Patient Advocacy team at AYR Wellness. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our medical marijuana dispensary, ensuring that all retail operations are performing to company standards.

Key Responsibilities
  • Leadership and Oversight: 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.
  • Customer Service: Provide excellent customer service to all patients while also coaching other team members.
  • Team Management: Manage and supervise the activities of patient advocate staff, ensuring that they are equipped to provide exceptional customer service and support.
  • Inventory Management: Administer routine inspections to maintain the accurate inventory of all cannabis products.
  • Training and Development: 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.
  • Performance Metrics: Ensure that all Key Performance Indicators (KPIs) are captured and reported to management.
  • Financial Management: Manage daily financial reporting requirements and oversee all cash handling procedures.
  • Scheduling: Develop and maintain a schedule of all patient advocate staff.
  • Incident Reporting: Communicate any patient incidents or high-risk complaints to the Operations Director or Compliance team.
  • Patient Rights: Protect patient rights by overseeing the employee HIPAA education program and ensure each employee is maintaining the confidentiality and privacy of protected health information and financial information.
  • Patient Education: Oversee patient education and counseling programs, reviewing and continuously revising information disseminated by the dispensary regarding debilitating conditions, their association with medical cannabis products, side effects, etc.
  • Compliance: 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, and directives in all respects, as well as best practices.
  • Patient Satisfaction: Strive for patient satisfaction in all respects and ensure a patient-friendly environment at the dispensary.
  • Inventory Control: Ensure traceability of product is maintained from reception to final sale.
  • Inventory Management: Receive, check, and enter inventory into the NAV system when shipments arrive.
Requirements
  • Age: Must be 21 years of age.
  • Background Check: Must be able to pass a Level 2 Background Check (FBI).
Education
  • Degree: High school diploma/GED required.
Experience
  • Years of Experience: 1-3 years.
Skills and Abilities
  • Customer Obsession: Dedicated to creating a remarkable experience for both internal and external customers; builds rapport and maintains meaningful and effective relationships creating trustful, authentic connections; viewed as a good listener and is easy to approach and talk to and is often in the know early in any given situation.
  • Relationship Building: Viewed as a truthful individual who shares authentic and constructive feedback in a respectful manner in the spirit of being a force for good; builds mutual respect and trust by listening, learning, and acting with compassion to encourage others in discovering their genius; takes responsibility for mistakes and offers impactful solutions; recognizes personal strengths and weaknesses; seeks and openly welcomes feedback for continuous improvement and personal growth.
  • Results Orientation: Empowered with the knowledge of their potential this person learns quickly when facing new problems; a relentless and versatile learner, open to change, analyzes successes and failures for continuous improvement, experiments and will try anything to find solutions that support an ecosystem of knowledge; enjoys challenge of unfamiliar tasks, quickly grasps the essence and underlying structure of anything.
  • Functional/Technical Skill: Possesses functional and technical knowledge and skills to perform at a high level of accomplishment; understands how their job function supports being a force for good.

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