Getting a call from an MRO (Medical Review Officer) can feel tense. You may worry about job consequences, privacy, or simply not knowing what the caller needs. That uncertainty makes it hard to find the right words in the moment.

Simple, direct wording helps because it reduces misunderstanding and keeps the conversation focused. Clear phrases let you cooperate without volunteering unnecessary details or escalating stress.

This article gives practical things to say when an MRO calls, explains why the moment matters, lists what to avoid, and offers tips for handling the call calmly and effectively.

Why This Moment Matters

An MRO call often happens after a drug test shows an unexpected result. The MRO’s role is to verify medical explanations and protect both your health information and the integrity of the testing process. That creates a mix of medical, legal, and workplace dynamics.

You may feel vulnerable because the call can affect employment and privacy. At the same time, being cooperative and clear helps the process move forward faster. The right wording balances honesty with boundaries and keeps the focus on facts and documentation rather than emotion.

Useful Things to Say

Simple Responses

• “This is [Your Name].”
  A clear identity confirmation starts the call professionally and avoids confusion.
• “Yes, I’m available to talk now.”
  A short confirmation shows you’re cooperative and keeps the exchange efficient.
• “I need a moment to get my records—can I call back in 15 minutes?”
  Asking for a brief delay gives you time to gather prescriptions or appointment notes without shutting down the conversation.
• “Could you repeat the question?”
  Requesting repetition is a neutral way to buy time and ensure you understand what is being asked.

Supportive Responses

• “I take medication prescribed by my doctor; I can provide the prescription or a physician’s note.”
  Offering to provide documentation shows willingness to cooperate while keeping details factual and verifiable.
• “Would you like me to give you my prescribing physician’s contact information?”
  Redirecting verification to a medical provider is practical and appropriate for confirming prescription use.
• “I can send a copy of my medical records—what is the best way to submit them?”
  Asking about the preferred method for records transfer helps avoid confusion and preserves confidentiality.
• “Please tell me what specific documentation you need and any deadlines.”
  Clarifying requirements prevents misunderstandings and keeps the process on track.

Empathetic Responses

• “I’m a little anxious about this call; I want to cooperate fully.”
  Briefly acknowledging your feelings can normalize the interaction and signal sincere cooperation.
• “I understand why you need to verify this; I want to make sure the record is accurate.”
  This frames you as a partner in the verification process rather than an adversary.
• “I want to be clear and helpful—please let me know if I’m giving too much or too little detail.”
  Inviting guidance helps you stay within appropriate boundaries while being transparent.
• “Thank you for explaining what this step means.”
  A short expression of appreciation can calm the tone and keep the call constructive.

Light, Warm Responses

• “I appreciate you taking the time to clarify this.”
  A polite remark like this can soften the exchange without compromising clarity or boundaries.
• “Thanks—I’ll get those documents together and follow up as soon as I can.”
  Warm but practical, this reassures the caller that you’re cooperating and sets a clear next step.
• “If there’s anything else I can do to help the process, please let me know.”
  Offering assistance in a calm way keeps the focus on resolution and cooperation.

What Not to Say

• Do not admit to illegal drug use or provide details that could be self-incriminating; keep responses factual and focused on medical explanations.
• Avoid arguing with the caller or questioning their authority in a hostile way, which can escalate the situation.
• Don’t fabricate information or give false contact details for medical providers.
• Avoid excessive detail about your medical history beyond what is requested and relevant.
• Do not decline to cooperate without a clear reason; refusal can have workplace consequences.
• Don’t sign or agree to anything on the spot if you don’t understand it—ask for documentation to review.

Helpful Tips for Handling the Moment

• Tone: Keep your voice calm, steady, and respectful. A neutral tone reduces misunderstandings.
• Timing: If you need time to collect records, ask for it and agree on a concrete callback time.
• Listening: Focus on the specific questions the MRO asks and answer them directly. If unsure, ask for clarification.
• Body language: If the call is in person or on video, keep open, non-defensive body language; if by phone, sit upright to convey composure.
• Boundaries: Share only what is requested and relevant—direct medical verification to your provider when appropriate.
• Document: Take notes during the call (date, time, name of the MRO, questions asked, and any instructions).
• Follow-up: Send requested documents promptly and confirm how they were received.
• Rights: If you belong to a union or have access to legal counsel, consider consulting them before making extensive statements, especially in complex cases.

Final Thought

You don’t need perfect phrasing to handle an MRO call—clear, honest, and measured responses work best. Focus on cooperating, protecting your privacy, and providing verifiable information. Sincerity and calm will carry you farther than clever wording.

Let us know in the comments if this has helped or if you’ve got suggestions we can include

About the Author

Helen Bach is a relationship expert and writer who helps people find the right words when it matters most. She studied English and English Literature at the University of Michigan, where she developed a passion for how language shapes love, conflict, and connection.

At whattosaywhen.net, Helen writes clear, down-to-earth advice on what to say in real-life situations—from first dates and tough conversations to breakups and makeups. Her goal is simple: to make talking about feelings less awkward and a lot more honest.