[Hiring] Drug Testing Support Specialist @Foley

Role Description

The Drug Testing Support Specialist plays a critical role in supporting our Medical Review Officer (MRO) team and Foley customers. The ideal candidate will be responsible for promptly obtaining, reviewing, and processing drug-testing records in accordance with established procedures and applicable government regulations. This role is essential to ensure test results are reported accurately and on time, maintaining the integrity of our drug and alcohol testing programs, and delivering exceptional service to our clients. This role is internally titled MRO Assistant and is part of Foley’s Medical Review Officer (MRO) team.

• Initiate and manage outbound calls to collection sites and laboratories to obtain additional information or required documentation.
• Gather all necessary information to support the timely processing and reporting of drug test results.
• Enter, review, and verify data across multiple systems with speed and accuracy.
• Process test results promptly and accurately to meet client deadlines and turnaround-time expectations.
• Follow established procedures when reviewing and processing negative and non-negative drug test results.
• Ensure compliance with applicable regulations, company policies, and standard operating procedures.
• Identify and escalate concerns, discrepancies, or processing issues to the appropriate parties in a timely manner.
• Communicate clearly and professionally with clients, collection sites, laboratories, and internal teams to resolve issues effectively via phone, email, and chat.
• Develop and maintain a strong understanding of 49 CFR Part 40 regulations and relevant industry standards.
• Manage inbound calls appropriately to provide knowledgeable, professional support to clients and internal teams.
• Protect company, client, and donor information in accordance with company policies and procedures.
• Ensure all information is handled in compliance with legal, regulatory, and ethical standards.

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience preferred.
• Previous remote-work experience preferred.
• Experience in a professional, office, or corporate customer service environment is a plus.
• Ability and willingness to follow established procedures and handle sensitive information with care and discretion.
• Strong computer skills, including proficiency with Microsoft Office, Outlook, and Adobe with the ability to learn and efficiently navigate multiple internal systems.

Requirements

• Patient, resilient, and able to remain calm when assisting frustrated or upset customers.
• Reliable, self-directed, and interested in building a stable, long-term career.
• Organized and detail-oriented, with a strong commitment to accuracy and following established processes.
• Confident communicating clearly and professionally, both verbally and in writing.
• Able to adjust to changing priorities and manage multiple responsibilities.
• Motivated, dependable, and proactive in identifying and completing necessary tasks.
• Comfortable working independently while also contributing to a collaborative team environment.

Schedule

• Our MRO team operates during the following hours in the Eastern Time Zone:
• Monday through Friday: 8:30 a.m.–5:00 p.m.
• No weekends or holidays.
• Shifts are 8.5 hours and include eight working hours and a 30-minute lunch break.

Location

This role is primarily remote, US-based, and operates in EST hours. This role may be based remotely out of the following states: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

Benefits

• Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage.
• A 401(k) with company match.
• Paid time off and holidays.
• Wellness programs.
• An employee assistance program.