DISA Global Solutions is a leading safety and compliance provider supporting more than 55,000 customers worldwide, including over 30% of the Fortune 500. With 1,600+ team members across 30+ locations, we’ve delivered innovative solutions since 1986 and process more than 20 million orders each year. As a multi-year Top Workplaces award winner, DISA offers competitive pay, robust benefits, and a collaborative, growth-focused culture. Employees enjoy ongoing training through our internal learning and development team, monthly appreciation events, and numerous opportunities for career advancement.

Position Summary: The Representative, Drug & Health Services Support plays a key role in supporting drug testing, occupational health services, and compliance-related processes. This position involves handling escalations, managing open orders, performing data analysis and entry, and ensuring seamless communication between clients, applicants, vendors, and internal teams. The role requires exceptional customer service, problem-solving skills, and attention to detail to ensure efficient and accurate processing of orders and compliance with regulations.

Essential functions, responsibilities:

• Respond to high volume client inquiries via inbound and outbound phone calls & managing emails, while ensuring prompt, professional, and courteous assistance.

• Manage open orders related to drug testing, occupational health, and fingerprinting.

• Perform reviews of medical documents for validity and completeness based on regulatory requirements and company policies.

• Research and resolve escalations, including high-priority orders and urgent result issues.

• Assist key clients, particularly those generating annual revenue over $1 million or those that pay additional fees for premium services.

• Accurately enter, review, and analyze data to ensure compliance with regulations and company standards.

• Coordinate with clients, applicants, and vendors to resolve missing or erroneous data.

• Respond to client inquiries via phone and email, ensuring timely and effective resolutions.

• Coordinate the performance of services by scheduling appointments, retrieving documents, and processing paperwork.

• Monitor and track overdue or missing services, escalating as necessary.

• Maintain current and accurate knowledge regarding industry-related regulations and best practices.

• Identify process improvements and work with leadership to implement changes.

• Ensure that all sensitive information is handled securely and in compliance with company policies.

• Perform general administrative tasks such as faxing, emailing, and updating records.

• Maintain KPI metrics as assigned by leadership.

• Additional duties as assigned.

Key Skills and Experience:

• High school diploma or GED.

• Experience in Medical office administration or support capacity, Occupational Health Third Party Administrator, & familiarity in healthcare workflows preferred.

• Prior experience in drug testing, occupational health, or compliance-related services (Preferred).

• Critical thinking with a focus on discovery and problem solving.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

• Experience working in a fast-paced environment with customer service responsibilities.

• Strong attention to detail and ability to handle multiple priorities.

• Proficiency with Customer Service Technology tools such as Salesforce preferred and ability to quickly learn proprietary systems.

• Effective communication skills in English (spoken, written, and reading comprehension).

• Ability to interpret and follow written procedures accurately.

• Demonstrates initiative and a strong ability to work independently while contributing to a team environment.

• Bilingual in English and Spanish (Preferred).

Work Schedule:

• Training hours: Monday - Friday 9:00 am to 6:00 pm EST

• Work Schedule would be within the following hours of operation: 8:30 am- 7:00 pm EST

Benefits:

• Personal and Sick Paid Time Off.

• 401k with a highly competitive match.

• 11 Paid Holidays

• Medical/Dental and Vision.

• Group Life Insurance, HSA/FSA

• Employee Assistance Program

• Educational Assistance Program

Physical Requirements:
• While performing the duties of this job, the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift up to 15lbs.(occasionally).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation for this role is determined by factors such as skills, experience, education, training, and internal equity. Pay may also vary based on geographic location in accordance with our compensation practices.

Job Pay Range

EEO/M/F/Vet/Disability