Customer Service
Customer Service is our first priority at IHSN. We are dedicated to keeping your
business long term by providing you exceptional service and value. We guarantee that
we will meet or exceed all of your service expectations.
Your Satisfaction Guaranteed
Many other companies promise quality service, but IHSN guarantees it! As far as
we know, IHSN is the only drug testing company that offers a Satisfaction Guarantee.
Our MRO Services Department
Many other drug testing providers outsource their Medical Review Officer (MRO) work to
other companies. IHSN does not outsource our MRO work. Instead we've established our
own MRO Services Department. What does this mean to you?
IHSN is not dependent upon other service
providers to deliver timely results to you. IHSN doesn't just promise
rapid result reporting -- we deliver it. You can also be confident in knowing that IHSN is
providing all of your services, and that your testing will always be handled in accordance
with DOT regulations, if applicable.
Correction Of Common Collection Mistakes
Let's face it -- collection site personnel are people. People make
mistakes. Sooner or later, an error will be made on a custody and control form by
one of your collection sites. Most MRO's rely on the lab to correct these errors,
which means that your specimen is placed on hold and sent to a correction department along
with hundreds of other specimens requiring corrective action. This process can take
several days to complete costing you time and revenue. What does it cost you
to have a truck stand still or a job position vacant for two to three days while you wait for a test result?
IHSN, on the other hand, expedites the
correction process by coordinating with the collector to correct the error. Our MRO
Services Department is committed to going the extra mile ensuring you receive your test
results as rapidly as possible. This commitment to excellence speeds up the
processing time for Custody and Control form errors saving you time and money.
Compliance Assistance
Many companies say that they can assist you with regulation questions, however, in
practice many of these companies simply refer you to complex regulation guides.
IHSN's client services staff are provided
comprehensive training on testing procedures and DOT regulations. You can be
confident in the fact that IHSN's client services staff will have an answer for you, and
that they have the resources behind them to make sure that any issue you come across can
be taken care of efficiently, and within DOT regulations.
Collection Site Referral and Account Setup
Many companies define collection site referral and set-up
services as giving you the
name and phone number of a collection site from a database listing.
Then it is up to you to call and make all the arrangements with the
site for services.
At IHSN, collection site referral and account setup
services means that we get on the phone and call local collection sites in your designated
areas. We qualify the collection sites to ensure that they have the equipment and
resources necessary to perform the service you require. We then establish your
account at the site, arrange for testing supplies to be shipped to you or your sites, and
follow up to make sure that everything is set up properly.
SAP Referral
It is common practice to simply provide the name and phone number of
an SAP from a database listing and call it a Substance Abuse Professional (SAP) referral.
When IHSN issues an SAP referral, we call
local providers in your area and find an individual who meets the qualifications of a
substance abuse professional. We then obtain a written certification statement from
the SAP stating that they meet the qualification under the DOT regulations
along with a copy of their medical license or other certification and
DOT training documentation. We then provide
you, the employer, with copies of this information for you to retain in the event of a DOT
Audit.
24/7 Emergency Service and Post Accident Setup
It's 3:00 in the morning. One of your employees was just involved in an accident
near a town called Nowhere, USA. You need to get the employee drug tested within
stringent time limits. How are you going to do it?
Call IHSN. IHSN's 24 Hour service is unlike
any of our competitor's. At 3:00 in the morning, our on call representatives will
call all of the collection sites within a reasonable distance of your
employee's location and find you
a qualified collection site that is open, and then make all of the arrangements necessary
for you. If a qualified site cannot be found within a reasonable distance, we will
provide you with written documentation for your files for use in the event of a DOT audit.
Other companies (If they offer 24 hour service at
all) will simply provide you with the name and phone number of a site near
from a database listing. The last thing you need at 3:00 in the morning is to try to find someone to
perform a drug test collection, especially while dealing with an accident. You need
a drug testing company who will stand behind you and make sure that circumstances like
these are handled professionally.
Random Selections That Can't be Beat
Other companies provide random selections, right? Sure they do, but none beat
IHSN's service. Why? Because IHSN's random selection service was designed
based upon feedback from our clients.
From the ground up, every aspect of our random
selection service was designed with you in mind. From our friendly random list
reminders that make updating your employee list a breeze, to our comprehensive progress
reports that help you get your testing done on time, our random
selection procedures are designed to make your
life easier.
IHSNews Keeps you informed
"IHSNews", IHSN's monthly newsletter, keeps you informed of new regulations,
practices, and other key information to keep your drug testing program running smoothly.
Online Regulation and Compliance Center
IHSN has a clients only area on our web site filled with DOT Regulations, interpretive
guidance, past newsletters, frequently asked questions, common forms and guides, and much,
much, more. All online, and available for you 24 hours a day.
