Logistics Support Agent - Remote

Direct Meds LLC

9h•$22 - $24•Remote

About The Position

The Logistics Agent works on DirectMeds’ Logistics team, monitoring patient account activity and helping move accounts efficiently through fulfillment and shipping workflows. The role involves identifying delayed or stalled workflows, troubleshooting fulfillment concerns, and coordinating with internal teams to resolve issues promptly and accurately. The position suits a detail-oriented problem solver who can manage multiple priorities, communicate professionally and empathetically, and take ownership of issues through resolution. This is a fully remote, full-time position. Shifts are available between 7:00 AM and 7:00 PM MST, seven days a week. Training runs Monday through Friday, 8:00 AM–4:00 PM MST, followed by two additional weeks of specialized Logistics team training for external hires. The listed start date is as soon as possible. Candidates must have a personal laptop or desktop computer (Chromebooks are not accepted), a quality headset, reliable high-speed internet, and a quiet, professional workspace suitable for confidential patient conversations.

Requirements

Strong attention to detail and excellent organizational skills.
Ability to manage multiple accounts, priorities, and follow-ups simultaneously.
Strong investigative and problem-solving abilities.
Clear written and verbal communication skills.
Confidence handling patient-related concerns professionally and efficiently.
Comfort navigating internal systems, administrative tools, and operational workflows.
Ability to quickly learn and follow established processes.
Strong time management skills and ability to work efficiently in a fast-paced environment.
Proactive, solutions-oriented mindset.
Reliability, accountability, and ability to work independently.
Collaborative, team-oriented approach to resolving operational challenges.
Reliable personal laptop or desktop computer; Chromebooks are not accepted.
Quality headset suitable for patient and team communications.
High-speed, reliable internet connection.
Quiet, professional workspace suitable for confidential patient conversations.

Nice To Haves

Previous experience in logistics, fulfillment, operations, or patient support.
Familiarity with internal systems, administrative tools, and account management workflows.
Experience handling escalated situations or complex patient account issues.
Experience in a high-volume customer service or operational support environment.
Previous experience coordinating across multiple departments to resolve account concerns.
Cancel-save, customer retention, or account recovery experience.
Experience in pharmacy, healthcare, telehealth, or related operations.

Responsibilities

Manage and monitor patient account workflows to support timely processing and fulfillment.
Identify stalled accounts, processing delays, and workflow issues that may affect patient orders.
Investigate and troubleshoot logistics and fulfillment-related concerns.
Escalate unresolved or time-sensitive issues through appropriate internal channels.
Collaborate with customer service, pharmacy operations, fulfillment, and other internal teams to resolve account concerns.
Communicate directly with patients when additional information, clarification, or follow-up is needed.
Maintain accurate documentation of account updates, escalations, and resolutions.
Monitor outstanding issues and follow through to ensure appropriate resolution.
Follow established logistics workflows, internal procedures, and escalation protocols.
Identify recurring operational challenges and communicate trends or potential improvements to leadership.
Prioritize urgent patient account concerns while managing multiple tasks in a high-volume environment.