Job description

Job Title: Customer Service Representative I – Lab Coordinator

Department: Drug Testing Operations

Location: Remote Local

Reports to: Supervisor, Customer Service – Vendor Coordinator

FLSA Status: Non-Exempt

Company Information: DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the U.S. and Canada since 1986 and more than 800 team members across 30 locations. When you join the DISA family, you join an industry leader that more than 27% of fortune 500 companies use. With a rich history of IT innovation, we have more than 40,000 customers and complete more than 6 million orders each year.

DISA is proud to be a 2022 “Top Workplaces” award winner. We offer competitive pay, a robust benefits package, and an exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities for career advancement. We host monthly appreciation events, and our internal learning and development team provides the resources for employees to engage in continuing education and training.

Position Summary: Serves as primary liaison between DISA and our network of over 6,000 lab partners. Ideal candidates will work quickly and accurately to solve problems and verify information, displaying exceptional communication and customer service while working with clients, labs, and third-party facilities.

Essential functions:

• Works with Lab vendors (CRL, QUEST, Alere, OMEGA & Psychemedics) to ensure all lab results are reported correctly
• Reviews and make corrections to test results for lab changes
• Verifies Lab Account information and matches up with drug testing results
• Specimen re-runs & test deletions
• Submits specimen re-run requests to laboratories
• Processes held lab results in DISAWorks®
• Communicate with various lab partners to resolve issues with any incorrectly processed tests
• Investigate and respond to inquiries about lab results or specimen reprocessing
• Request that lab partners reprocess any erroneously processed specimens
• Ensure reprocessed tests are subsequently processed by labs and received by DISA with correct test panel information
• Research requests from labs for specimens with incorrect or missing information
• Request that labs take appropriate corrective actions—such as removing, transferring, and applying account invoicing credit—on tests that are incorrectly reported to DISA
• Contact clients, companies, and third-party facilities to retrieve forms and gather missing data or correct erroneous data
• Document any issues, actions taken, and other information for lab results that are initially incorrect or otherwise unfit to report to a client
• Research and reconcile data issues or errors in a proprietary information management system
• Performs other related duties as assigned

Physical Requirements: (To ensure compliance with Canadian human rights legislation, we should be able to show why a certain task is essential to a job. Physical demands that are not essential should not be included in a job description)

• Sitting for more than 6 hours per day
• Standing and walking for less than 1 hour per day
• Limited stooping, bending, and twisting
• Frequent lifting up to 3 kilograms

Required Qualifications:

• High school Diploma or equivalent
• Intermediate skill level in Microsoft Office Suite
• Strong customer service skills, including at least one year of experience working in a customer service environment
• Ability to solve abstract problems using limited or incomplete information
• Strong written and verbal communication skills

Preferred Qualifications:

• Minimum one (I) year of experience with DISAWorks (Proprietary Database)

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