Order Management Specialist - Remote

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve.Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.Order Management Specialist - RemoteHims & Hers Health, Inc. (better known as Hims & Hers) is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS”. To learn more about the brand and offerings, you can visit hims.com and forhers.com, or visit our investor site. For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.About The RoleAs an Order Management Specialist, you will play a key role in the day-to-day processing of customer orders by supporting our Pharmacy and Fulfillment partners and internal stakeholders in identifying and resolving order issues. While your core focus will involve driving order issue resolution, maintaining data accuracy, and supporting process improvements, your on-site presence provides valuable visibility into facility-specific challenges and opportunities, empowering you to identify, act on, and escalate issues or process gaps to the appropriate stakeholders for resolution. You’ll serve as a liaison between local operations and the Order Management team, building relationships that surface the right insights to the right people and strengthen collaboration across on-site and remote teams.ResponsibilitiesSupport daily order issue review and resolution, determining the most effective path forward with cross-functional partners including Pharmacy, Fulfillment, Telemedicine, and Customer Experience.Provide real-time onsite support to resolve issues that prevent accurate and timely order fulfillment.Utilize multiple systems and platforms to investigate, track, and resolve order exceptions and alerts, including systematic issues and pharmacy rejections.Act as an on-site liaison for the Order Management team, building relationships with Pharmacy and Fulfillment teams to surface and contextualize facility-specific challenges that impact order flow.Assess and prioritize competing order issues while balancing patient care and safety, urgency, and business objectives to drive prompt order resolution.Contribute to and maintain complex formula and script-driven spreadsheets, ensuring accuracy and data integrity to support trend analysis and root cause identification.Contribute to individual and team KPIs and SLAs with timely reporting and resolution of issues.Partner with the team to maintain Order Management resources and workflows, ensuring documentation remains accurate and up to date.Comfortable working in a team environment as well as independently, including providing coverage for team members as required.Support ad hoc projects and requests based on business needs.Qualifications3+ years of relevant experienceCustomer Support and/or Operations experienceExperience in Telehealth and/or Pharmacy a plusCertificate as Pharmacy Technician desirable, but not requiredMeticulous attention to detailStrong problem solving skills with emphasis on pattern recognitionProven ability to prioritize effectively in a fast-paced environmentSelf starter and strong follow through and accountabilityClear and proactive communication skillsSystems-minded, adept at learning new platforms quicklyProficient with spreadsheets and manipulating data (Excel or Google Sheets)Highly collaborative and team orientedOur BenefitsOffering competitive benefits are a top priority for our company; we are extremely proud of the benefits we are able to offer to employees. Some of the benefits our team members are able to enjoy include:A dynamic, open & honest culture of collaborative co-workers where diverse perspectives are welcome & valuedCompetitive payPotential equity compensationESPP PlanFlexible PTOHolidays observancesQuarterly Mental Health DaysHigh-coverage medical, dental & vision (FSA & HSA plan options)Pet InsuranceOne Medical MembershipDisability BenefitsEmployee Assistance ProgramLife and AD&D BenefitsFitness stipendBackup childcareFamily forming resourcesWe are dedicated to building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.Hims & Hers is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims & Hers considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@forhims.com and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.To learn more about how we collect, use, retain, and disclose Personal Information, please visit our Global Candidate Privacy Statement.