Job Overview

Our client is looking for a USPS Shipping Case Manager to join their team. This role is vital in ensuring that patient shipments are monitored, tracked, and delivered successfully. You will be responsible for resolving shipping issues end-to-end, filing USPS eService cases, and coordinating with pharmacy partners to ensure patients receive their treatments without disruption.

Responsibilities

Shipping Operations & Package Tracking

• Shipment Monitoring: Proactively monitor all outbound patient shipments, identifying packages that are delayed, stalled in transit, or showing delivery exceptions before patients need to reach out.
• Shipping Issue Resolution: Manage shipping-related patient inquiries end-to-end, investigating undelivered, delayed, or lost packages and communicating timely status updates to the Care Team/patients.
• Tracking System Management: Maintain accurate and up-to-date tracking information across internal systems, ensuring shipment statuses are current and discrepancies are flagged immediately.
• Carrier Coordination: Liaise with USPS, pharmacy shipping partners, and other carriers to resolve delivery issues, request package intercepts, and confirm delivery attempts.

USPS eService Case Management

• eService Case Filing: File USPS eService cases for packages that fail to deliver within expected timelines, ensuring accurate documentation including tracking numbers, shipment details, and patient communication records.
• Case Follow-Up & Resolution: Track all open USPS eService cases through resolution, following up with USPS as needed, escalating unresolved cases, and updating internal systems with case status changes.
• Case Documentation: Maintain detailed records of all eService cases filed, outcomes received, and resolution timelines to support operational reporting and process improvement.
• Pattern Identification: Analyze eService case data to identify recurring delivery issues by region, carrier route, or pharmacy origin, and report findings to leadership for systemic resolution.

Replacement Shipments & Pharmacy Coordination

• Replacement Shipment Coordination: Coordinate with the Care Team and pharmacy partners to initiate replacement shipments for confirmed lost or damaged packages, ensuring minimal disruption to patient treatment schedules.
• Pharmacy Partner Communication: Serve as the primary operations contact for pharmacy shipping inquiries, coordinating on shipment timelines, packaging issues, and delivery confirmations.
• Inventory & Fulfillment Tracking: Monitor replacement shipment fulfillment to confirm packages are dispatched promptly and track them through successful delivery.

Patient Communication & Support

• Shipping Status Updates: Provide clear, compassionate, and timely shipping status updates to patients via the Kustomer CRM platform, keeping them informed throughout the resolution process.
• Patient Portal Guidance: Guide patients through the patient portal for shipment tracking, delivery updates, and address change requests.
• Proactive Outreach: Contact patients proactively when shipping issues are identified, offering solutions before they need to reach out for help.

Process Improvement & Reporting

• Shipping Documentation: Document all shipping issues, case filings, and resolutions in the appropriate systems, maintaining a clear audit trail for operational review and reporting.
• Process Optimization: Identify and implement opportunities to improve shipping workflows, reduce delivery failure rates, and streamline the eService case management process.
• Operational Reporting: Contribute to weekly and monthly shipping operations reports, including delivery success rates, average resolution times, and case volume trends.
• Interdepartmental Collaboration: Work closely with Patient Care Specialists on the Care Team, clinical staff, and external operations teams to ensure shipping issues are resolved in alignment with patient treatment timelines.

Requirements

• Operational Experience: Minimum 1–2 years of experience in operations, logistics, shipping coordination, or customer support, preferably in healthcare or e-commerce.
• Communication Skills: Strong written communication skills with the ability to convey shipping updates and resolution steps clearly and compassionately to patients.
• Technical Proficiency: Demonstrated ability to navigate CRM platforms (such as Kustomer), shipping tracking systems, and USPS eService portals (can be taught).
• Problem-Solving: Excellent problem-solving abilities with a proactive approach to identifying and resolving shipping and logistics challenges before they escalate.
• Attention to Detail: Meticulous attention to detail in tracking documentation, case management, and patient communication records.
• Organizational Skills: Ability to manage a high volume of open cases simultaneously while maintaining accuracy and meeting resolution timelines.
• Self-Motivation: Able to work independently in a remote environment while maintaining high standards of quality, responsiveness, and accountability.

Preferred

• Experience filing USPS eService cases or working with shipping/logistics issue resolution
• Prior experience using Kustomer or similar CRM platforms
• Background in healthcare operations, patient logistics, or pharmacy fulfillment coordination
• Familiarity with USPS tracking systems, carrier delivery workflows, and package exception handling

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.