Shipping and Logistics Liaison

Join PANTHERx

PANTHERx is the nation's largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don't need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Pittsburgh, PA

Classification: Exempt

Status: Full-Time

Reports To: Manager, Fulfillment Operations

Purpose:

The Shipping and Logistics Liaison oversees all daily shipments by tracking sensitive shipments as well as non-sensitive shipping exceptions. The position interacts with third party vendors and patients to ensure shipments are delivered in a timely manner and address patient concerns. This position redirects calls to pharmacists as needed and communicates with healthcare providers in a confidential manner, while adhering to applicable healthcare regulations.

Responsibilities:

• Works with data analytics to develop appropriate reports to proactively track shipment exceptions.
• Proactively monitors shipments to ensure prompt and proper delivery.
• Tracks packages and updates tracking database.
• Creates, generates and/or distributes miscellaneous shipping reports.
• Investigates mis-delivery and lost packages.
• Handles PCC shipping issues that come in through the call center queue.
• Works directly with shipping companies when a problem is identified and coordinates with the patients to rectify shipping issue as identified.
• Follows up with patients, customers, and shipping vendors when necessary.
• Coordinates and/or completes delivery claims when necessary to delivery vendors.
• Coordinates, monitors and records refunds and reimbursements from claim submissions.
• Maintains shipping records including delivery claims, refunds, or other vendor related correspondence.
• Conducts outreach attempt to patients and shipping company when a refrigerated shipment is not delivered at the promised time.
• Investigates special weather events, predicts impact to affected patient populations and uses critical thinking to develop creative delivery solutions for impacted patients.
• Coordinates with Patient Care Coordinators and Fulfillment Team regarding packages as necessary.
• Independently creates and maintains shipping and logistics training for patient facing staff to utilize when troubleshooting patient issues.
• Works with operation management to identify any exception trends and use independent judgement to suggest process improvements related to exception trends.
• Exhibits excellent communication, organizational, interpersonal, and customer service skills.
• Creates MS Word and Excel documents and spreadsheets.
• Any other duties as assigned.

Required Qualifications:

• Bachelor's degree.
• In lieu of bachelor's degree, high school diploma and 3 years' experience in pharmacy setting would be considered.
• 3 years' customer service experience in a call center environment; preferred in a specialty pharmacy call center.
• Excellent communication, organizational, customer service and interpersonal skills.
• Licensure Required: N/A.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.

Benefits:

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.