Job Description

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 an 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.

About the Role

We are seeking an experienced Quality Assurance and Training Manager to lead the development and execution of our quality assurance framework and training programs for a fast-growing telehealth contact center. This critical leadership role combines QA strategy with training excellence to ensure exceptional patient experience, clinical compliance, and operational performance across our internal teams and BPO partner.

You will be the architect of our quality program while continuously evolving our training curriculum to meet the unique demands of telehealth interactions.

Key Responsibilities

- Build and Own the Quality Assurance Program: Design, implement, and continuously improve a comprehensive QA framework tailored to telehealth healthcare contact center operations, including call monitoring, scorecards, calibration sessions, and performance reporting.

- Develop and Maintain Training Curriculum: Help create, update, and deliver engaging training programs for new hires, tenured agents, supervisors, and leadership covering compliance, customer service excellence, telehealth technology, and soft skills.

- Drive Performance Excellence: Analyze quality trends, identify root causes, and partner with operations teams to implement targeted coaching and process improvements.

- Stakeholder Collaboration: Work closely with internal stakeholders (Clinical, Compliance, Operations, IT) and our BPO partner to ensure alignment on quality standards, training delivery, and performance goals.

- Reporting & Analytics: Develop and present regular QA and training dashboards, trend analyses, and improvement recommendations to the Director of Operations and senior leadership.

- Program Governance: Establish calibration processes, audit readiness, and continuous improvement cycles to maintain high standards of patient care and regulatory compliance.

- Team Leadership: Mentor QA specialists and trainers, fostering a culture of excellence, accountability, and continuous learning.

Qualifications & Experience

- Required Experience:

- 5+ years of progressive experience in Quality Assurance and/or Training within a healthcare contact center environment

- Proven success in building quality assurance programs in a regulated healthcare setting.

- Demonstrated expertise in designing and maintaining comprehensive training curricula for contact center agents and support.

- Strong knowledge of healthcare regulations (HIPAA, HITECH, TCPA, etc.) and telehealth best practices highly preferred.

- Experience working with BPO or outsourced partners is highly preferred.

- Excellent analytical skills with the ability to translate data into actionable insights.

- Strong project management and cross-functional collaboration abilities.

What Success Looks Like

- A best-in-class quality program that drives measurable improvements in patient satisfaction, compliance scores, and first-contact resolution.

- A dynamic training program that reduces ramp-up time for new hires and supports ongoing performance excellence.

- Strong partnership with our BPO vendor resulting in consistent quality delivery across all channels.

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.