As the consumerization of healthcare persists, low switching costs, multiple service options and abundant information are all part of the competitive landscape on which healthcare providers must play in order to acquire and keep patients. Occupational Health has the added requirement of satisfying both employer and patient.

Of all the service agents involved in the testing process, the MRO bears the most significant responsibility for the accuracy and integrity of the testing process. Ideally, a business’ drug and alcohol testing program is mostly unseen, running in the background to keep employees safe and the company protected. Workers get tested, and results most often go to the human resources professionals, who process them accordingly.