Business Support Specialist

Business Support Specialist

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

Working at Abbott At Abbott, you can do work that matters, grow, learn, care for yourself and your family, be your true self, and live a full life. You'll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity We have an opportunity for the role of Business Support Specialist within our Toxicology division based out of Kansas City, MO, or Richmond, VA and this is an onsite role. Toxicology helps employers, transportation providers, and government agencies manage workplace drug and alcohol testing programs through industry-leading technology, network services, and program expertise. As the Business Support Specialist, you'll have the chance to coordinate emergency, post-accident, random, and onsite drug and alcohol testing requests for key employer accounts. You'll serve as a central point of contact to ensure timely scheduling, issue resolution, and successful completion of testing services.

What You'll Work On

• Coordinate 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.
• Coordinate 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.
• Monitor 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.

Required Qualifications

• 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.

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.