We are seeking a highly organized and detail-oriented Operations Specialist to support our drug and alcohol testing operations. This role is responsible for managing testing workflows, maintaining accurate records, supporting clients throughout the testing process, and ensuring compliance with industry regulations and company standards.
Responsibilities:
- Process and monitor image chain of custody forms and breath alcohol test documentation.
- Input breath alcohol test results into internal databases accurately and promptly.
- Request missing chain of custody forms and required documentation.
- Monitor drug screening results with laboratories and follow up until completion.
- Match laboratory results with corresponding test requests and resolve discrepancies.
- Request outstanding test requests and ensure complete documentation for every case.
- Create, process, and follow up on required affidavits.
- Monitor no-show appointments and promptly notify clients of missed tests.
- Answer incoming phone calls and respond to client inquiries via phone and email.
- Guide clients through the drug testing process, including specimen tracking and reporting timelines.
- Provide professional, timely, and courteous customer service.
- Resolve client concerns while ensuring a positive customer experience.
- Assist clients and partners with portal access and troubleshooting, including login and data entry issues.
- Maintain a working knowledge of DOT regulations and company-specific testing protocols.
- Ensure all testing activities comply with applicable regulatory and organizational requirements.
- Maintain detailed and accurate records of all client interactions within the CRM system.
- Correct, upload, and manage random testing reports.
- Ensure documentation is complete, accurate, and audit-ready.
- Monitor performance against established operational goals and productivity standards.
Requirements:
- Diploma or Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, Public Health, or a related field.
- Equivalent work experience will also be considered.
- Minimum of 2 years of experience in operations, customer service, healthcare administration, compliance, or a related administrative role.
- Experience managing high-volume administrative workflows.
- Experience working with laboratory services, healthcare operations, or regulated environments is an advantage.
- Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and Word.
- Experience using CRM systems and operational databases.
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