Drug Testing Specialist

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.