Business Support Specialist

About the role

The role of Business Support Specialist within our Toxicology division offers the opportunity to coordinate emergency, post-accident, random, and onsite drug and alcohol testing requests for key employer accounts. Key responsibilities include serving as a central point of contact, identifying, scheduling, and communicating with collection providers, documenting case activity, addressing service issues, and ensuring testing events are completed accurately and on time.

Responsibilities

• Cook up emergency and time-sensitive drug and alcohol testing requests, ensuring timely scheduling and service delivery for employer clients.
• Serve as a primary point of contact for key accounts, providing responsive support and resolution throughout the testing process.
• Identify, schedule, and communicate with collection providers to support routine, random, post-accident, and onsite collection events.
• Document case activity accurately in scheduling and contact center systems while managing inbound customer requests and follow-up activities.
• Partner with employers, collectors, and internal teams to address service issues and maintain continuity of testing operations.
• Cook up with warehouse and logistics teams to ensure collection providers have the supplies needed to complete scheduled events.
• Support invoice and payment processes by working with collection providers and accounting teams to resolve discrepancies and inquiries.
• Maintain oversight of active cases, escalate concerns when appropriate, and help ensure testing events are completed accurately and on time.
• Negotiate collection event pricing as needed while balancing service quality and operational requirements.

Requirements

• Bachelor’s degree OR 2+ years of experience in customer service, call center operations, business support, healthcare support, logistics coordination, or a related field.
• Experience coordinating schedules, requests, cases, or services involving multiple stakeholders.
• Experience maintaining accurate documentation while managing concurrent customer inquiries.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

Preferred Qualifications

• Experience supporting customers in a contact center environment using Five9 or a similar customer engagement platform.
• Experience in drug screening, occupational health, toxicology services, healthcare operations, or another regulated environment.
• Knowledge of Federal DOT drug and alcohol testing regulations.
• Experience coordinating logistics, field service providers, or emergency response activities.
• Understanding of pricing, invoicing, or operational profitability concepts.
• Experience supporting employer accounts or client-facing operations requiring timely issue resolution.

Benefits

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives : https://abbottbenefits.com/

Pay

The base pay for this position is $16.85 – $33.75 per hour. In specific locations, the pay range may vary from the range posted.