Clear Star

Manager

• Ensure accurate, timely delivery of drug screens, clinical results, and medical reports
• Oversee result review, interpretation, reporting, and quality assurance
• Manage team performance and establish effective workflows
• Maintain compliance with regulatory requirements, internal policies, and contractual standards
• Drive process improvements based on data and analysis
• Build strong partnerships with internal stakeholders and external customers
• Lead accurate review, interpretation, and reporting of drug screens and clinical results
• Establish and maintain clear workflows and Standard Operating Procedures (SOPs)
• Partner with Medical Review Officers (MROs) for timely review of non-negative drug results
• Collaborate cross-functionally to support customer retention and meet turnaround goals
• Conduct regular audits of MRO processes and procedures
• Monitor key performance indicators and recommend operational improvements
• Serve as a subject matter expert for result interpretation and reporting obligations

Drug and Occupational Health Results Manager

Operations

• Oversee order fulfillment, order review, and compliance-related processes to ensure timely and accurate results
• Evaluate department efficiencies and implement workflow strategies that optimize resources, reduce friction, and support SLA and quality commitments
• Partner closely with the Compliance team to interpret requirements and adapt workflows to maintain alignment with regulations and industry standards
• Oversee the collection, analysis, and reporting of quality and productivity data to drive informed decisions and performance
• Ensure escalations are addressed timely through effective collaboration with other departments to maintain service reliability
• Identify and resolve operational bottlenecks and streamline procedures
• Foster a positive team culture through strong communication, training, mentoring, and support for continuous learning
• Guide and coach Records Specialists through performance management, expectation setting, and ongoing development to support professional growth and consistent policy adherence

Operations Manager – Records, Research

Customer Success Manager

• Serve as the primary point of contact for an assigned portfolio of customer accounts
• Build strong, long term relationships by understanding customer goals, workflows, and compliance needs
• Proactively manage customer health through regular touchpoints, performance reviews, and issue resolution
• Partner with internal teams to coordinate service delivery, resolve escalations, and ensure timely follow through
• Monitor service performance, trends, and customer feedback to identify risks and improvement opportunities
• Educate customer on ClearStar products, processes, and best practices
• Identify potential expansion or upsell opportunities and collaborate with Sales for follow up
• Maintain accurate documentation and reporting in CRM and internal systems

Customer Support

• Provide front-line support to clients via phone, email, and live chat across various ClearStar platforms (Aurora, ScreenMeNow, MIS Admin, Gateway Tools)
• Troubleshoot technical and service-related issues and deliver accurate, user-friendly solutions
• Conduct client training and screen-share demonstrations as needed
• Collaborate with cross-functional teams (Technical Services, Records & Verification, Sales, Implementation, and Account Management) to resolve client issues
• Manage ticketing and case documentation through Zendesk CRM
• Participate in system testing, new feature feedback, and continuous service improvement
• Assist with order management and supplier configuration updates
• Contribute to knowledge sharing and documentation enhancements

Customer Service Advocate

Account Executive

• Identify, qualify, and pursue new business opportunities through assigned leads, outbound prospecting, and networking
• Build and maintain strong client relationships by understanding needs and delivering tailored solutions throughout the sales cycle
• Manage the full sales process, including discovery, presentations, proposals, and deal closure
• Achieve individual sales targets and contribute to overall team revenue goals
• Track pipeline activity and sales performance, reporting progress toward monthly, quarterly, and annual objectives
• Maintain accurate records and activity tracking in the CRM system
• Collaborate with marketing, product, and customer service teams to ensure alignment and client satisfaction
• Stay informed on industry trends, competitor activity, and ClearStar’s offerings to identify growth opportunities and communicate value
• Continuously develop product knowledge and sales skills through training and ongoing learning

Drug and Occupational Health Results Manager

Operations Manager – Records, Research

Customer Success Manager

Customer Service Advocate

Inside Sales Representative