Customer Service Representative

The Role

The 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 Details

Location: 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 Service

Key Relationships: Laboratory, Business Development, Providers, Patients, Business Operations

Responsibilities

• Provider 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. Work with our external kitting and logistics vendors to ensure there is no gap in available product for clients.

Requirements

• 1-3 years of experience in a clinical, healthcare operations, or medical customer service setting
• Demonstrated ability to manage complex, multi-party workflows in a fast-paced environment
• Basic knowledge of medical terminology, medical billing, and insurance; clinical laboratory experience preferred
• Strong written and verbal communication skills; comfortable interacting with both clinical and non-clinical audiences
• Proficiency with CRM systems; HubSpot experience a plus
• Proficiency with Microsoft Office and Google Workspace; comfort with data tracking and reporting
• High school diploma or equivalent required; bachelor’s degree preferred
• Highly organized with strong attention to detail and the ability to manage multiple open issues simultaneously
• Ability to lift and move packages up to 10 lbs and perform kitting and packing tasks
• Fluency in Spanish is a plus
• Experience with healthcare or lab logistics and/or clinical trial specimen management, preferred

Attributes and Cultural Fit

• Proactive and self-directed; able to identify and resolve issues before they escalate
• Calm and professional under pressure; comfortable managing challenging conversations with patients or providers
• Solutions-oriented with strong follow-through; things don’t fall through the cracks
• Collaborative and team player; willing to support the broader team wherever needed
• Comfortable with ambiguity and rapid change in a startup environment
• Empathetic, compassionate, and patient