Receiving a call from a Medical Review Officer (MRO) can feel intimidating, especially if you’ve recently taken a drug test for employment or another important purpose. Knowing what to say when MRO calls can help you stay calm, respond appropriately, and protect your rights. An MRO’s job is to verify drug test results and give you a chance to explain any findings before they are reported.
In this article, we’ll walk you through how to handle that call with confidence—what to say, what not to say, and how to prepare for common questions.
1. Stay Calm and Professional
Take a breath before responding
When you answer the phone and realize it’s an MRO, your first instinct might be anxiety. But staying calm and professional is key.
What to say:
- “Hello, this is [Your Name]. How can I help you?”
- “Yes, I recently took a drug test. I’m ready to answer any questions you have.”
Why it works:
A calm, clear introduction shows you’re cooperative and respectful. It also sets the tone for a productive conversation.
2. Be Honest About Prescriptions
Disclose any medications truthfully
MROs often call to verify if a positive drug test may be caused by a legitimate prescription. Always be honest and prepared to provide documentation.
What to say:
- “Yes, I’m currently prescribed [Medication Name]. Would you like the contact information for my doctor or pharmacy?”
- “I have a prescription for that medication, and I can send over a copy.”
What NOT to say:
- “I didn’t think that would show up.”
- “I don’t know what that is,” if you do.
Why it works:
The MRO isn’t there to accuse you—they’re giving you a chance to explain. Being open about valid prescriptions helps protect you and avoid misunderstandings.
3. Ask for Clarification If Needed
It’s okay to ask questions
If you don’t understand something the MRO says, ask politely. Don’t guess or feel rushed into giving answers you’re unsure about.
What to say:
- “Can you explain what that means in simpler terms?”
- “Could you please repeat that? I want to make sure I understand.”
Why it works:
Asking questions shows you’re engaged and want to respond clearly. MROs are used to explaining complex results in a patient and professional way.
4. Know Your Rights
You have the right to explain and provide evidence
An MRO cannot make final decisions without hearing your side. This is your opportunity to share relevant information that could affect your test result.
What to say:
- “I’d like to provide documentation from my healthcare provider.”
- “Can I have your email address to send my prescription details?”
Why it works:
Offering to send documents shows you’re cooperative and serious about resolving the matter professionally.
5. Don’t Panic Over a False Positive
False positives happen more than you think
If your result is unexpected, stay calm. Many substances and medications can trigger unexpected results.
What to say:
- “I haven’t used any illegal substances, but I did take [OTC medicine/supplement]. Could that be a factor?”
- “Can we discuss retesting or further review if needed?”
Why it works:
If you didn’t knowingly take anything prohibited, it’s completely fair to ask questions and provide context. The MRO can guide you on next steps, such as re-testing.
Final Thoughts: Be Prepared, Honest, and Calm
When you’re wondering what to say when MRO calls, remember: stay calm, be honest about your prescriptions, and don’t hesitate to ask for clarification. The MRO is not your enemy—they are simply there to confirm facts and ensure fairness in the testing process. Providing truthful, respectful answers and being prepared with any documentation can help protect your reputation and clear up misunderstandings.