Business Support Specialist

Job Summary Abbott is seeking a Business Support Specialist in the Toxicology division based in Kansas City, MO or Richmond, VA. The role involves coordinating emergency, post‑accident, random, and onsite drug and alcohol testing requests for key employer accounts. Responsibilities 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 for scheduled events. Support invoice and payment processes by working with collection providers and accounting teams to resolve discrepancies and inquiries. Monitor active cases, escalating concerns when appropriate, and help ensure testing events are completed accurately and on time. Negotiate collection event pricing 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 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 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. Job Family Customer Service – Toxicology Location United States – Kansas City, MO (8140 Ward Parkway) and Richmond, VA Work Shift & Travel Standard shift, No travel. Salary Base pay $16.85 – $33.75 per hour (may vary by location). Equal Employment Opportunity Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law: English: Espanol: #J-18808-Ljbffr