What are the responsibilities and job description for the Medical Review Officer Assistant/Customer Service Advisor position at Applicant Information?
Job Description: MRO Assistant/Customer Service Advisor
Position Title: MRO Assistant/Customer Service Advisor
Department: Drug Testing Operations
Reports To: MRO Manager/Director of TPA Products and Services
Location: Fort Smith, Ar
Summary:
The MRO (Medical Review Officer) Assistant/Customer Service Advisor plays a critical role in ensuring the smooth operation of drug testing services for a Third-Party Administrator (TPA). This position supports the Medical Review Officer in processing drug test results, liaising with clients, and maintaining compliance with federal regulations, including DOT (Department of Transportation) requirements. The ideal candidate will provide excellent customer service, handle sensitive information with discretion, and contribute to the organization’s commitment to accuracy and compliance.
Key Responsibilities:
MRO Support:
- Assist the Medical Review Officer in reviewing and verifying drug test results according to DOT regulations (49 CFR Part 40).
- Ensure proper documentation and data entry for all drug testing results into the MRO database.
- Conduct follow-ups with donors and collection sites to obtain additional information or resolve discrepancies.
- Facilitate the secure and confidential transmission of results to clients and employers.
Customer Service:
- Respond to client inquiries via phone, email, and other communication channels in a professional and timely manner.
- Educate clients on drug testing procedures, compliance requirements, and MRO services.
- Resolve customer concerns and escalate complex issues to the appropriate team or supervisor.
Compliance and Recordkeeping:
- Ensure compliance with federal, state, and company regulations related to drug testing.
- Maintain accurate and organized records for audits and client reporting purposes.
- Stay updated on changes in DOT drug and alcohol testing regulations to ensure adherence.
Administrative Tasks:
- Prepare and process documents, reports, and correspondence related to MRO operations.
- Coordinate with collection sites, laboratories, and employers to ensure timely testing and result delivery.
- Support other operational tasks as directed by the MRO Manager or Division Manager.
Additional Duties:
- Perform other duties and responsibilities as assigned to support the overall goals and operations of the organization.
Qualifications:
Education & Experience:
- High school diploma or GED required; associate or bachelor’s degree preferred.
- 1-2 years of experience in customer service, healthcare, or administrative roles, preferably in a drug testing or TPA environment.
Skills & Competencies:
- Strong understanding of DOT and FMCSA regulations or willingness to learn.
- Excellent communication and interpersonal skills.
- Ability to handle confidential information with a high level of discretion and integrity.
- Strong organizational skills and attention to detail.
- Proficiency in Microsoft Office Suite and familiarity with MRO or TPA software systems.
- Problem-solving skills and ability to work effectively under pressure.
Work Environment:
- Office-based position with standard working hours.
- Occasional need to manage high volumes of communication during peak periods.
Hiring Timeline:
This position is expected to be filled in January 2025. Candidates are encouraged to submit their applications promptly for consideration.
Why Join Us?
We offer a collaborative and professional work environment with opportunities for growth and development. This position provides the chance to work in a highly regulated industry, ensuring the safety and compliance of employers across various sectors.
Applicant Information is an equal opportunity employer.
Job Type: Full-time
Pay: From $16.00 per hour
Expected hours: 40 per week
Benefits:
- Health insurance
- On-the-job training
- Paid time off
Shift:
- 8 hour shift
Work Location: In person
Salary : $16