Drug Testing Support Specialist

The MRO Assistant 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.

• 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 elevate 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.

• 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.

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.

• 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.

• Building a long-term career where consistency, reliability, accuracy, and service quality are valued.

• Developing in-depth knowledge of regulations, processes, and systems over time.

• Supporting customers by phone as a core part of your workday.

• Working within clear guidelines, documentation requirements, and quality standards.

• Balancing independent responsibilities with team collaboration.

Location: This role is primarily remote, US-based, and operates in EST hours.

This role may be based remotely out of the following states:
A…