Fulfillment Care Specialist; Remote

At Direct Meds, 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.

• Hourly Base Pay Range: $22-24 per hour
• Location:
  
  Remote
• Employment Type:
  
  Full-Time
• Department:
  Customer Care
• Schedule:
  
  Shifts available within 7:00 AM–7:00 PM MST, seven days a week
• Start Date:
  
  As soon as possible
• Training
  
  Schedule:
  
  Monday–Friday, 8:00 AM–4:00 PM MST
• Training Period:
  Standard training program followed by two additional weeks of specialized training with the Fulfillment/Logistics team for external hires.

Note:

The hourly pay range listed above represents a good-faith estimate of the minimum and maximum target for this position. Actual compensation offered may vary depending on the candidate's geographic location, job-related skills, experience, and education.

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.

You're someone who:

• Takes ownership of challenges and sees them through to resolution.
• Enjoys investigating issues, finding answers, and identifying solutions.
• Communicates clearly, professionally, and with empathy.
• Notice small details that others may overlook.
• Remains calm and organized while managing multiple priorities.
• Works independently while collaborating effectively with others.
• Understands the importance of timely communication and accurate follow-through.
• Has a genuine desire to help patients and deliver exceptional service.

Responsibilities include, but are not limited to:

• 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.

The ideal candidate will have:

• Strong written and verbal communication skills.
• Excellent attention to detail and investigative problem-solving abilities.
• The ability to manage multiple escalations, priorities, and follow-ups simultaneously.
• Confidence handling sensitive or frustrated patient interactions professionally and empathetically.
• Strong organizational and time management skills.
• Comfort navigating online systems, tracking platforms, and ticketing tools.
• A proactive, solutions-oriented approach to problem-solving.
• The ability to work…