Business Support Specialist

Abbott Laboratories; Kansas City (KS); On-site; USD 48,282,124 - 96,707,520; Full time

Job summary

Abbott Laboratories is seeking a Business Support Specialist in the Toxicology division, based in Kansas City, MO on-site. You will manage emergency and scheduled drug testing for key employer accounts, ensuring timely coordination with providers and internal teams.

This role emphasizes accurate documentation and proactive issue resolution to maintain testing operations. The position requires a bachelor’s degree or 2+ years in a related field, strong Microsoft Office skills, and experience in a

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.

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 to complete scheduled events.

Skills

Customer service

Call center operations

Scheduling coordination

Microsoft Office

Education

Bachelor’s degree

Tools

Five9

Job description

## Business Support SpecialistApplylocations: United States - Kansas - Kansas City: United States > Richmond : 9201 Arboretum Parkwaytime type: Full timeposted on: Posted Todayjob requisition id: 31156592Abbott 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.## **JOB DESCRIPTION:**Working at AbbottAt 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.* Employees can qualify for 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.Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.**The base pay for this position is**$16.85 – $33.75/hourIn specific locations, the pay range may vary from the range posted.## **JOB FAMILY:**Customer Service## **DIVISION:**TOX ARDx Toxicology## **LOCATION:**United States > Kansas City : 8140 Ward Parkway## **ADDITIONAL LOCATIONS:**## **WORK SHIFT:**Standard## **TRAVEL:**No## **MEDICAL SURVEILLANCE:**No## **SIGNIFICANT WORK ACTIVITIES:**Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO\_English.pdfEEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO\_Spanish.pdf