Forensic Service Representative

Forensic Service Representative - Lenexa KS Monday to Friday 8:30 AM to 5:00 PM

Pay range: $17.82 per hour

Salary offers are based on a wide range of factors including relevant skills training experience education and where applicable certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy happy lives. Our pay and benefit plans have been designed to promote employee health in all respects physical financial and developmental. Depending on whether it is a part-time or full-time position some of the benefits offered may include:
Day 1 Medical supplemental health dental & vision for FT employees who work 30 hours
Best-in-class well-being programs
Annual no-cost health assessment program Blueprint for Wellness
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 MyDay off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
and so much more!

The Forensic Service Rep provides client services and clerical support to the drug testing laboratory. These duties include: handling incoming client inquiries and resolution; documentation retrieval and troubleshooting; collector certification statement preparation delivery and retrieval; training and experience in performing maintenance of chain of chain of custody and understanding proper remedial action in response to requests with adherence to forensic & regulatory guidelines; record handling; billing; and other related functions.

• Handle incoming client inquiries daily through email SalesForce or phone evaluation of protocol and take appropriate course of action to resolve the issues in a timely manner.
• Adhere to all SOP protocols.
• Troubleshoot records/ documentation and account problems and chain of custody and test panel alterations.
• Assist in record and/or specimen handling investigation.
• Interface with clients (both internal and external) as necessary professionally and courteously while resolving issues promptly.
• Collaborate with the processing and certification departments to determine best practices.
• Take appropriate action on specimens/chain of custodies that do not meet laboratory testing standards. Process quantitation requests additional test requests panel changes and retest requests.
• Prepare send and retrieve collector certification statements.
• Work with and in the lab as necessary to resolve issues as timely as possible.
• Maintain confidentiality of reports correspondence etc.
• Leverage cross-functional relationships to provide feedback to other testing departments on process improvements efficiencies and policy adherence.
• Actively participate in department meetings by providing constructive feedback.
• Participate in assisting or training new employees.
• Comply with all health and safety policies procedures and practices.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities but rather a general description of work performed by the position.

Required Work Experience:

• 6-months Customer Service Client Service Call Center and/or 6-months lab experience.

Preferred Work Experience:

• 1-Year experience working in a toxicology lab.

Physical and Mental Requirements:

• Occasional lifting up to 25 pounds
• Frequent walking
• Able to sit for long periods
• Work in a lab environment and adhere to safety protocols

Skills:

• Ability to use Microsoft Office (Word Excel and Outlook).
• Excellent customer service skills including oral and written communication skills.
• Strong attention to detail required.
• Ability to multi-task in a fast-paced environment with repetitive duties.
• Ability to maintain composure while working under pressure.
• Ability to work independently establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
• Demonstrate flexibility and ablilitye to adapt to change.
• Ability to deal with client information in a confidential manner.

Education

• Associates Degree (Preferred)
• High School Diploma or Equivalent (Required)

Languages

• English (Required)