Fulfillment Care Specialist (Remote)
About the Company
At DirectMeds, we prioritize care, trust, and solutions that focus on the individual. Headquartered in Salt Lake City, Utah, we are a fast-growing national team passionate about transforming the way people access the care they need. If you're driven by purpose and excited by growth, Direct Meds is the place to be.
About the Role
The Fulfillment Care Specialist plays an important role in ensuring patients receive the support they need when shipping or delivery concerns arise. In this position, you'll investigate shipment issues, coordinate with pharmacies and logistics partners, communicate directly with patients, and take ownership of escalations from start to resolution. This role is ideal for someone who enjoys solving problems, uncovering details, and making a difference through clear communication and dependable follow-through.
Responsibilities
- Manage shipping-related escalations involving delayed, lost, damaged, or incomplete deliveries.
- Investigate shipment concerns using carrier tracking systems, proof of delivery photos, and internal tools.
- Communicate directly with patients regarding shipping updates, investigation progress, and resolution timelines.
- Coordinate with pharmacies, logistics teams, and shipping carriers to resolve delivery concerns efficiently.
- Manage escalation tickets accurately and maintain detailed documentation.
- Monitor shipping queues and ensure outstanding issues are followed through to resolution.
- Identify recurring shipping concerns and communicate trends or findings to leadership.
- Maintain accurate records of shipment investigations, patient interactions, and account updates.
- Provide professional, empathetic support to patients experiencing shipping-related concerns.
- Follow established shipping protocols, internal workflows, and escalation procedures.
- Prioritize urgent situations while managing multiple cases in a fast-paced environment.