Streamline Your Drug & Occupational Health Screening Program with Concierge Services

What Is Concierge and What Services Are Available?

First Advantage is one of the very few background screening organizations who have integrations directly with labs for blood screening services, including Labcorp and Quest Diagnostics. This allows us to create an environment supporting their end-to-end drug and occupational health screening process.

What does that mean for HR and TA teams? Less manual processes to manage, better candidate and employee engagement, and faster onboarding.

There are two different Concierge services available for both pre- and post-employment screening: Concierge Services for Healthcare and Random Program Concierge.

Concierge for Healthcare

Our Concierge services for healthcare help oversee the drug and occupational health screening process, based on the organization’s unique program requirements. This includes welcoming and guiding the candidate, identifying a convenient and qualified screening facility, scheduling the visit, and ensuring network site readiness.

Key functions and offerings available with Concierge include:

• Registration of Services: We register the candidate for all drug and occupational health services required by the organization at a convenient location. We have an expansive network of over 17,000 sites across the US, making it easy to find a convenient location.
• Open Order Management: We monitor and manage all open orders of the candidate’s registered services to completion. This involves proactively communicating with the candidate to complete their services, checking results of services performed by our providers, and escalating to vendors/network sites for delayed results.
• Document Review of Prior Results and Lab Results: We evaluate and review records and documentation provided to determine if any services required for employment have already been performed, therefore eliminating the need for them. We also review lab results to identify if secondary services are needed based on lab results and the customer’s requirements.
• Dedicated Customer Support: We have a dedicated concierge team that helps and provides guidance to both candidates and customers with general inquiries and escalations through email and phone support.
• Customer Performance Management: We continue to partner with our customers to optimize their drug and occupational health screening programs based on their growing needs and program performance. This includes identifying trends, gaps, and improvement opportunities.

Random Program Concierge

Many organizations, specifically those with DOT positions, have employee requirements related to drug screenings for their existing employees. This is managed through a random program, where employees are randomly selected throughout the year for a random drug and/or alcohol screening.

Similar to Concierge for healthcare, First Advantage’s Random Program Concierge assists in the oversight and management of the administration that comes with a client’s random program. This applies to both on-site and off-site events that a customer may require.

What Successes Have Our Customers Seen Using Concierge Services?

First Advantage’s Concierge services have continued to see growth among our customers year-over-year. So what kind of success have we seen? Here is how First Advantage’s Concierge services helped a large not-for-profit acute health system:

• Reduced their candidates’ start-to-work time from 22 business days after accepting their offer to just under 2 weeks.
• Maintain strong compliance with federal and state laws by creating clinical and non-clinical packages for each state and job role to configure with their Applicant Tracking System (ATS), reducing the potential for human error.
• Provided an overall better candidate experience by having our dedicated Concierge team guide the candidate through each step of the drug and health screening process.

View the full case study here.

Although Random Program Concierge is a relatively newer service that First Advantage began offering in early 2024, we’ve already received great feedback from this program, including:

• Offloading the many steps it takes to oversee a random program and all of its moving parts, including oversight of the selections and coordination of the screening.
• Better visibility into screening progression and completion.
• Identifying gaps in communication between random program owners and their managers and supervisors, thus improving their training and education to ensure everyone had a clear understanding of the process.

Start Onboarding Your Candidates with Ease

There’s a common misconception of how simple the drug and health screening process is.

Christina sheds some light on this: “Unless you’re in the nitty-gritty of the drug and health screening process, the complexities, the unforeseen items that can arise, they’re just unknown. It may seem so simple and straightforward. But you go for your annual physical and your doctor says you have to get this, this, and this done. They give you a piece of paper and you go in. It really seems so simple, but there’s just so much more to it than meets the eye. And Concierge helps to fill any of these gaps and unknowns while keeping a close eye on the progress of your candidate’s journey and keeping you informed and up-to-date along the way.”