The Patient Care Advisor Lead is responsible for a premium retail experience at the Far & Dotter Wellness Center & Spa. This role focuses on providing best-in-class customer service to customers, includes medical cannabis certified patients, caregivers, and the general public. The Patient Care Advisor Lead assists customers with product education, selection, and purchasing as well as manage certain operational duties, which include opening and closing the store. The Patient Care Advisor Lead is expected to present a good example for the Patient Care Advisors and hold them accountable for adhering to policies and procedures, by training and coaching in the moment.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

Leading and Inspiring to Succeed

• Assist with training the Patient Care Adviser (PCA) team.
• Lead the PCAs through influence by following the policies, procedures, and codes of conduct.
• Assist with promoting a culture consistent with overall corporate parameters including medicinal and clinical focus.

Passion for Outstanding Guest & Patient Service 

• Greet all guests, patients, peers, and vendors at Far & Dotter with warmth and a smile.
• Follow guest service training to assist patients with their reason for visiting the Wellness Center, which includes checking in guests for the medical cannabis dispensary, checking in guests visiting the Spa, and/or assisting guests with Holistic Pharmacy products. 
• Learn, promote, and manage points/rewards for the Far & Dotter Loyalty Program to new and existing guests. 
• Always go above and beyond to provide patients and guests with an elevated experience to ensure they leave “delighted.”

Contributing to a Culture of Retail Sales Excellence 

• Learn point-of-sale (POS) system and SOPs and execute processes accurately to ensure all transactions are correct and compliant.
• Learn product assortment and products’ associated health benefits. 
• Understand daily, weekly, and seasonal promotions and sell product against these initiatives. 
• Assist managers with product spotlight presentations at staff meetings and shift huddles. 
• Communicate with Purchasing Manager and Marketing Manager low-stock products, slow-moving products, and fast-moving products to help guide weekly ordering and frame promotions. 
• Fully participate in staff sales initiatives

Secondary Responsibilities: Patient Care Advisor and Inventory Lead Understanding

• Demonstrate a willingness and ability to comprehend the PCA and Inventory Lead role within the organization.
• Stay informed about PCA and Inventory duties/responsibilities to be able to step into that capacity if required.
• Collaborate with the PCA and Inventory team to gain insights and maintain a working knowledge of their roles and functions.

Adaptability and Cross-Functional Support

• Exhibit flexibility and adaptability to support other roles within the organization, including the PCA and Inventory role, as needed.
• Participate in training sessions or workshops related to the PCA and Inventory responsibilities to enhance understanding and readiness.

Reinforcing an Environment of Compliance  

• Follow compliance procedures to assure all activities and transactions follow MCA regulations. 
• Train PCAs on compliance and assist leadership with coaching and training in the moment when potential violations or recognized.
• Follow HIPAA guidelines. 
• Participate in MCA inspections, as requested and needed. 

Delivering Operations Excellence 

• Run shifts weekly as Manager on Duty (MOD) and ensure all functional areas are meeting expectations.
• Responsible for the opening and/or closing of the Far and Dotter Wellness Center.
• Execute proper handling of all monies including, preparing cash deposits per SOP’s,

conducting daily reconciliations of Canpay, Dutchiepay, Cashless ATM and cash with Leaf Logix

• Check sales floor inventory daily and re-stock inventory to maintain proper par levels.
• Clean and straighten sales fixtures and product, as needed, to maintain impeccable retail environment. 
• Clean and straighten communal and public spaces, as needed, to maintain hygienic environment. 

Functional Areas

• Perform tasks assigned by direct supervisor that may be related to the PCA’s functional department (Employee Experience or Patient Experience)