| Position Title: | Order Fulfillment Coordinator |
| Department: | Operations |
| Reports To: | Team Lead, Order Management |
| FLSA Status: | Non-Exempt |
Position Summary
The Order Fulfillment Coordinator plays a critical role in supporting operations by ensuring the accurate, timely, and efficient processing of patient orders. This entry-level position is focused on delivering a seamless, high-quality patient experience by coordinating closely with internal teams and directly supporting patients to resolve order-related inquiries and issues.
This role will work collaboratively with product, operations, and patient support teams, to contribute to the development and continuous improvement of fulfillment standards, workflows, and communication protocols. The Order Fulfillment Coordinator is key to enhancing operational efficiency, maintaining accuracy, and elevating patient satisfaction, all while supporting GEM’s mission to promote health outcomes through better sleep.
Essential Duties and Responsibilities
The following functions are essential to performing this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these essential functions.
- Verify order details for completeness, compliance, and accuracy
- Accurately and efficiently process orders in internal and external systems.
- Monitor order status and proactively address fulfillment delays or issues
- Communicate directly with patients regarding inbound inquiries related to order status, processing, and fulfillment
- Provide clear, empathetic support to patients navigating the order process by troubleshooting and resolve order-related issues efficiently and professionally
- Escalate complex or urgent issues to appropriate stakeholders when needed
- Maintain accurate documentation of communications and resolutions
- Identify recurring issues and suggest process improvements
- Remain up to date on GEM products and process to provide accurate support
- Contribute to a culture of accountability, flexibility, and continuous learning
- Flex responsibilities as needed in a dynamic startup environment
Supervisory Responsibilities
No direct supervisory responsibilities.
Qualifications / Requirements
Education: Associates degree or healthcare of similar field, or equivalent work experience
Experience: 1–2 years of experience in order fulfillment, healthcare operations, DME, CPAP, logistics, or a related field preferred
- Experience processing orders, coordinating shipments, tracking fulfillment status, and resolving delivery or order-related issues
- Customer service experience, especially in a healthcare, patient support, or operations-focused environment
- Familiarity with inventory management, shipping workflows, vendor coordination, or order management systems preferred
- Previous start-up or early-stage company experience recommended
Licenses / Certifications: None required for role
Knowledge, Skills, and Abilities
- Exceptional interpersonal and written communication abilities, fostering clear and professional interactions.
- Proactive and action-oriented, applying creative problem-solving to achieve timely resolutions.
- Strong active listening skills with a focus on understanding and meeting patient needs.
- Thrives in fast-paced, dynamic environments while maintaining composure and accuracy.
- Proficient in navigating and using multiple software systems simultaneously.
- Highly detail-oriented with outstanding organizational skills to ensure prompt follow-up on all patient inquiries and feedback.
Physical Demands / Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
- Standing / Walking: Occasionally
- Sitting: Frequently to Continuously (34–100%)
- Lifting / Carrying: Occasionally (up to 25 lbs)
- Pushing / Pulling: Occasionally
- Climbing / Bending / Kneeling: Occasionally
- Hearing / Speaking: Continuously (communication required in person and via phone/electronic means)
- Vision: Requires close and distance vision, depth perception, and ability to adjust focus
- Fine Motor Skills: Frequent use of hands to type, handle, or feel objects
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Work is typically performed remotely. Employee is responsible for setting up a focused working environment at home.
- Occasional travel or off-site meetings may be required up to 25% of the time
Attendance and Communication Requirements
- Regular, reliable attendance and punctuality are essential to meet operational needs.
- Ability to communicate effectively in person, in writing, and via phone or electronic means.
- Ability to interact professionally and cooperatively with colleagues, partners, and the public.
EEO Statement
GEM HEALTH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
