Customer Service Representative

The RoleThe Customer Service Representative is a critical operational link between Belay’s laboratory, business development team, providers, and patients. This role goes well beyond traditional call handling. It requires strong judgment and the ability to manage complex, multi-party coordination in a fast-moving diagnostics environment. Representatives own the end-to-end patient and provider experience from order intake through results delivery, resolving issues that span documentation, logistics, missing requirements, and care coordination. The ideal candidate is organized, proactive, and comfortable operating at the intersection of operations and customer service.Position DetailsLocation: Chicago, IL (on-site, with one remote day per week)Schedule: Monday–Friday, 8:00 AM–5:00 PM CT. Some roles may be assigned a second-shift schedule (11:00 AM–7:00 PM), as determined by the manager.Status: Full-time, salaried (exempt; not eligible for overtime)Reports to: Manager, Customer ServiceKey Relationships: Laboratory, Business Development, Providers, Patients, Business Operations

Do you have the right skills and experience for this role Read on to find out, and make your application.
ResponsibilitiesProvider and Lab Liaison: Serve as the primary point of contact between ordering providers, the business development team, and the laboratory; facilitate clear, timely communication across all parties to ensure orders move efficiently from submission to result.Patient Inquiries: Handle inbound patient questions with professionalism and compassion; navigate complex situations involving test status, logistics, and care coordination.Order Management and Compliance: Track and follow up on incomplete or missing order requirements; coordinate with providers and clinical staff to obtain necessary documentation before specimen processing is delayed.Specimen and Logistics Coordination: Support specimen intake and logistics workflows; escalate chain of custody, collection, and shipping issues and follow through to resolution.Documentation and Tracking: Maintain accurate records across CRM and operational systems, and document communication history and issue resolution consistently and completely. Handle protected health information (PHI) in accordance with HIPAA and company policy.Business Development (Sales) Support: Partner with the business development team to resolve account-level issues, communicate provider feedback, and support onboarding of new accounts.Outbound Kitting and Recycling Program Management: Build and track kits and components. Work with the lab to maintain an internal inventory of components needed for the recycling program. xzbcwsv Work with our external kitting and logistics vendors to ensure there is no gap in available product for clients.
Requirements1-3 years of experience in a clinical, healthcare operations, or medical customer service settingDemonstrated ability to manage complex, multi-party workflows in a fast-paced environmentBasic knowledge of medical terminology, medical billing, and insurance; clinical laboratory experience preferredStrong written and verbal communication skills; comfortable interacting with both clinical and non-clinical audiencesProficiency with CRM systems; HubSpot experience a plusProficiency with Microsoft Office and Google Workspace; comfort with data tracking and reportingHigh school diploma or equivalent required; bachelor’s degree preferredHighly organized with strong attention to detail and the ability to manage multiple open issues simultaneouslyAbility to lift and move packages up to 10 lbs and perform kitting and packing tasksFluency in Spanish is a plusExperience with healthcare or lab logistics and/or clinical trial specimen management, preferred
Attributes and Cultural FitProactive and self-directed; able to identify and resolve issues before they escalateCalm and professional under pressure; comfortable managing challenging conversations with patients or providersSolutions-oriented with strong follow-through; things don’t fall through the cracksCollaborative and team player; willing to support the broader team wherever neededComfortable with ambiguity and rapid change in a startup environmentEmpathetic, compassionate, and patient