Drug & Occupational Health Screening Investigator

About the team/role

Reporting to Checkr's Associate Manager, Support Operations Escalations, the Drug & Occupational Health Screening Specialist keeps candidate screenings moving by getting ahead of problems before they turn into escalations. You'll own an assigned queue of at-risk reports, run clinic coordination calls, and handle a defined set of direct candidate outreach, using sound judgment to resolve situations that don't fit a standard script. You'll partner closely with Customer Success, Vendor Management, and Product to close individual cases and flag systemic issues, helping close the experience gap our top customers feel most acutely as Checkr scales.

What you’ll do

• Action an assigned queue of at-risk drug/OHS reports and determine the right outreach for each case
• Proactively notify customers on canceled reports, TAT-breaching cases, and other at-risk statuses before they become escalations
• Call clinics directly to push stalled results or missing documentation, using coordination and judgment to get movement
• Send scheduling and status nudges directly to candidates for a defined set of outreach triggers
• Use discretion to deviate from standard process when a situation doesn't fit the SOP, documenting the resolution to strengthen the process going forward
• Identify recurring failure points and flag them as process gaps to the broader program

What you bring

• 2+ years in a customer-facing, vendor-facing, or coordination-heavy role
• Experience in clinic, drug and occupational health, or background-screening a plus
• Comfortable on the phone for extended periods, persistent without becoming pushy
• HIPAA awareness and sound judgment about what PII/PHI to share or request in a clinic conversation
• Strong problem-solving skills and comfort operating in ambiguity where SOPs don't fully cover the situation
• Track record of identifying patterns and escalating them, rather than just closing the case in front of you
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.