About Orderly Wellness

OrderlyMeds is a nationwide telehealth platform redefining how people access modern wellness care. We provide personalized, evidence based treatment, including GLP 1 prescription programs, easy to start and simple to manage from home, with transparent pricing, virtual consults, and medications delivered directly to patients’ doors. Our approach prioritizes quality, individualized care and ongoing support, from clinically guided treatment plans to nutrition, fitness, and mental health resources, without the barriers of insurance or traditional in office visits.

We are growing quickly and building a team that is passionate about creating a more accessible, patient centered healthcare experience.

Orderly Wellness actively participates in E-Verify. To learn more, click here.

A note of awareness to Orderly Wellness applicants:  To protect yourself against phishing and recruitment fraud, please note that Orderly Wellness only accepts applications through our official careers page at https://ats.rippling.com/orderly-wellness/jobs.

Orderly Wellness will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps.  All official communication will come from a @orderlymeds.com email address.  If you are contacted by someone claiming to be from Orderly Wellness via an unofficial channel, please do not share any information and report it as spam.

OrderlyMeds is dedicated to making healthcare more accessible, reliable, and patient-centered. Our Customer Success team plays a vital role in ensuring patients feel supported, informed, and confident throughout their journey with us.

Position Overview

The Tier 1 Customer Success Agent is the first point of contact for patients via inbound and outbound phone calls. This role focuses on delivering a high-quality patient experience by resolving routine inquiries, guiding patients through processes, and ensuring each interaction builds trust and confidence in OrderlyMeds.

Tier 1 Agents manage common account, billing, and order-related needs while escalating complex or clinical matters to the appropriate team.

Key Responsibilities

Patient Experience & Engagement (Phone-Based)

• Answer inbound patient calls in a timely, professional manner
• Make outbound calls for follow-ups and issue resolution as needed
• Assist patients with:
• • Order status and shipping updates
  • Billing and payment inquiries
  • Account updates
  • General non-clinical medication guidance
• Demonstrate empathy, active listening, and clear communication on every call
• De-escalate concerns and turn challenging interactions into positive outcomes

Documentation & Process Adherence

• Accurately document all call details in the CRM
• Follow established SOPs, call handling standards, and escalation pathways
• Protect patient privacy and ensure HIPAA compliance
• Avoid providing medical advice and escalate clinical questions appropriately

Performance & Accountability

• Meet or exceed established KPIs, including:
• • Call quality scores
  • First call resolution
  • Average handle time (AHT)
  • Schedule adherence
  • Documentation accuracy
• Maintain professionalism in a metrics-driven, remote work environment
• Collaborate effectively with Tier 2 and cross-functional teams

 What a Strong Tier 1 Customer Success Agent Looks Like

• Patient-first mindset with strong empathy
• Excellent verbal communication skills
• Strong active listening and call control abilities
• Detail-oriented and organized
• Comfortable navigating multiple systems while on calls
• Self-motivated and disciplined in a remote environment
• Accountable and coachable

Qualifications

Required:

• High school diploma or equivalent
• 1+ year of call center or phone-based customer service experience
• Reliable high-speed internet and dedicated home workspace
• Ability to work scheduled shifts in a remote setting

Preferred:

• Healthcare, pharmacy, or telehealth experience
• Experience with CRM systems
• Familiarity with HIPAA compliance standards

Compensation & Benefits

Orderly Wellness offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision coverage with strong employer contribution, FSA and HSA options (with potential employer contributions), a 401(k) with company match, generous paid time off, paid parental leave, mental health and family-planning support, and access to professional development resources.