Forensic Service Representative

Benefits Information

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

The Forensic Service Rep provides client services and clerical support to the drug testing laboratory. These duties include: handling incoming client inquiries and resolution; documentation retrieval and troubleshooting; collector certification statement preparation, delivery and retrieval; training and experience in performing maintenance of chain of chain of custody and understanding proper remedial action in response to requests with adherence to forensic & regulatory guidelines; record handling; billing; and other related functions.

• Handle incoming client inquiries daily through email, SalesForce, or phone, evaluation of protocol and take appropriate course of action to resolve the issues in a timely manner.
• Adhere to all SOP protocols.
• Troubleshoot records/ documentation and account problems and chain of custody and test panel alterations.
• Assist in record and/or specimen handling investigation.
• Interface with clients (both internal and external) as necessary professionally and courteously while resolving issues promptly.
• Collaborate with the processing and certification departments to determine best practices.
• Take appropriate action on specimens/chain of custodies that do not meet laboratory testing standards. Process quantitation requests, additional test requests, panel changes and retest requests.
• Prepare, send and retrieve collector certification statements.
• Work with and in the lab as necessary to resolve issues as timely as possible.
• Maintain confidentiality of reports, correspondence, etc.
• Leverage cross-functional relationships to provide feedback to other testing departments on process improvements, efficiencies and policy adherence.
• Actively participate in department meetings by providing constructive feedback.
• Participate in assisting or training new employees.
• Comply with all health and safety policies, procedures and practices.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Required Work Experience

• 6-months Customer Service, Client Service, Call Center and/or 6-months lab experience.

Preferred Work Experience

• 1-Year experience working in a toxicology lab.

Physical and Mental Requirements

• Occasional lifting up to 25 pounds
• Frequent walking
• Able to sit for long periods
• Work in a lab environment and adhere to safety protocols

Skills

• Ability to use Microsoft Office (Word, Excel and Outlook).
• Excellent customer service skills, including oral and written communication skills.
• Strong attention to detail required.
• Ability to multi-task in a fast-paced environment with repetitive duties.
• Ability to maintain composure while working under pressure.
• Ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
• Demonstrate flexibility and ablilitye to adapt to change.
• Ability to deal with client information in a confidential manner.

Education

• Associates Degree (Preferred)
• High School Diploma or Equivalent (Required)

Languages

• English (Required)