Drug Testing Specialist S1
Summary/Objective
- The Drug Testing Specialist serves as the primary subject matter resource for pre-employment, random, post-accident, and reasonable suspicion drug testing.
- This role requires a working understanding of the various components of drug testing, including applicable rules and regulations, and supports clients in streamlining their drug screening processes at onboarding and beyond.
- The Drug Testing Specialist ensures that drug tests are scheduled, reordered, and results reported to customers in a timely and accurate manner, and recommends products and services to help clients meet their organizational needs.
Core Job Duties
- Manage incoming calls, emails, and chats.
- Resolve customer complaints and issues.
- Schedule drug test orders.
- Process incoming drug test scheduling needs for XNP (XML, New, Placeholder) orders, out-of-network drug tests, DOT Physicals, Applicant Ready orders, and add-on requests.
- Perform all daily duty tasks assigned by the Drug Testing Supervisor.
- Filter incoming drug screening results and match them to the correct reports, ensuring each drug screening item is charged appropriately.
- Follow client preferences to ensure drug tests are processed quickly and accurately.
- Maintain a mistake ratio of less than 1% of total processed reports.
- Work with clients to reschedule missed drug tests and provide information to assist account managers with specific client inquiries.
Job Complexity
- Acquires job skills and learns company policies and procedures to complete routine tasks.
- General knowledge of core elements or concepts within their role.
Interaction
- Works on assignments that are routine or repetitive in nature, requiring limited judgment or subject matter knowledge.
- Has little or no role in decision-making.
supervision
- Normally receives detailed instructions on all work.
- Works under close supervision.
Experience
- Typically requires no previous professional experience.
Scope
- N/A
Discretion
- N/A
Minimum Qualifications
- High school diploma or equivalent.
- Act as first line of contact to resolve client issues.
- Adherence to company and departmental policies.
- Attention to detail.
- Strong written and verbal communication skills.
- Ability to work effectively in a team environment.
- Problem-solving skills.
Additional Preferred Qualifications
- 1 to 2 years of customer service experience preferred.
- Knowledge of the background screening or drug testing industry preferred.
Physical Demands
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds.
Travel Required
- Yes, up to 15% domestic travel may be required.
Work Authorization
- Employee must be legally authorized to work in the United States.
FLSA Classification
- Hourly, non-exempt
Location
- Remote - any approved U.S. states
Internal Job Title
- Drug Testing Specialist
Effective Date
- July 1, 2026
About isolved
- isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology.
- Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk.
- Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions.
- No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow.
- For more information, visit www.isolvedhcm.com.
- isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
- isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.
- Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience.
- Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.