Customer Service Agent/MRO Assistant

Summary: The MRO (Medical Review Officer) Assistant/Customer Service Agent 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.

The employee must undergo a background and drug screen upon job offer and acceptance.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Fort Smith, AR 72916 (Required)

Ability to Relocate:

• Fort Smith, AR 72916: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $17