Lead Customer Service (Remote Work Opportunity)

10900 Corporate Centre Dr Suite 250, Houston, TX 77041, USA ● Houston, TX, USA ● Virtual Req #937
Thursday, May 12, 2022
Job Title: Lead Customer Service (Remote Work Opportunity) 
Department: Drug Testing Operations - OMRT
Location: Remote – Local or Remote (Out of Area)
Reports to: Manager, Drug Testing Operations
FLSA Status: Non-Exempt
Position Summary: The Team Lead on the team will provide support to the Occupational Medical testing team as the DISA Occupational Medicine SME, as well as the primary contact for third-party vendors, including ensuring that Client Setups and Protocols are completed and communicated to said third-party vendors. This role will be the primary point of contact for both internal and external escalations. The role will also be responsible for ensuring that Production Reports as well as Client Specific reporting is completed correctly and in a timely fashion. This role may be asked to present to Clients in reference to the Client Specific reporting. The successful candidate will demonstrate strong time management, multitasking, and customer skills.
Essential functions:
• Serves as Lead on the Team, handling first level escalations
• Primary point of contact for internal as well as external escalations.
• Ensure that required and relevant Client Reports are completed and presented in a professional manner.
• May present Client Reports in scheduled Client Business Review Meetings.
• Monitors and reports on production, communicating outlying issues and challenges with leadership in a timely
• Communicates with Collection Sites and DER’s to obtain required Medical Results as the primary escalation point.
• Research of missing medical documentation
• Maintains and files all confidential rehab records according to protocol and document retention requirements
• Verification of payment for OccMed Testing
• Works under general supervision and relies on instructions and pre-established guidelines to execute duties
• Ensures that all required documentation is received in a timely fashion in order to meet Turn Around Time Expectations.
• Ensures DISA receives OMRT request forms and medical results for all Occupational Medical tests processed, gathers any that are missing, and provides them to DISA and the client as needed
• Research missing information such as, full medical results, dates, names, etc. and provides these to DISA as needed
• Ensure tests are reported as quickly as possible by reconciling tests held in DISAWorks® that cannot be reported due to missing results or missing paperwork
• Works with collection sites to make sure pricing is correct and services can be performed for Occupational Medical testing
• Communicates directly with clients’ Designated Employer Representatives (DER) as needed to notify them of employee no shows or Medical Hold that may not be handled directly by the collection sites
• Verifies payment for Occupational Medical testing with DISA’s Finance Department and the Collection Sites’ billing departments and informs clients when those requests may be processed.
• Ensures Occupational Medical related forms are routed to the client as needed
• Coordinates the maintenance of DISA’s client specific Occupational Medical protocols and communicates Occupational Medical protocol changes to the collection site
• Performs other related duties as assigned
Physical Requirements: 
• Sitting for more than 6 hours per day
• Standing and walking for less than 1 hour per day
• Limited stooping, bending, and twisting
• Frequent lifting up to 3 kilograms
Required Qualifications:
• Intermediate skill level in Microsoft Office Suite
• Strong Organizational Skills
• Strong Communication Skills
• Previous Clinical experience
• Minimum two (2) year of experience in Occupational Medicine
• Minimum two (2) years of DISAWorks® system experience
• High School Diploma
Preferred Qualifications:
• Data Entry experience
• Retail or corporate customer service experience
• DISAWorks® system experience
• Previous leadership experience

Company Information:
DISA Global Solutions is an industry-leading safety and compliance solutions provider. These include drug and alcohol testing, background screening, occupational health screening, transportation compliance, and more. DISA has been servicing customers across the U.S. and Canada since 1986 and employs more than 800 team members across 30 locations.
Our entire team is committed to high quality and customer service excellence. When you join the DISA family, you join an industry leader that more than 27% of fortune 500 companies use. With a rich history of IT innovation, DISA has developed some of the most advanced platforms in our industry. These platforms support more than 40,000 customers and complete more than 6 million orders each year. 

DISA offers a collaborative and team-oriented culture with monthly appreciation events, as well as competitive pay, a robust benefits package, and an exciting place to work. Our internal learning and development team also provides the resources for employees to engage in continuing education and training, paving the way for numerous opportunities for career advancement. 


Other details

  • Job Family Lead
  • Job Function Operations
  • Pay Type Hourly
  • Travel Required No
Location on Google Maps
  • 10900 Corporate Centre Dr Suite 250, Houston, TX 77041, USA
  • Houston, TX, USA
  • Virtual