Customer Service Representative

Job Description

Salary: $55,000 Annually plus Benefits

The Company

Belay Diagnostics is an innovative, clinical lab focused on minimally invasive detection of brain and spinal cord cancers. Our mission is to serve patients and those who care for them. Belay has partnered with JohnsHopkins University, oneof the countrys leadingneuro-oncology research centers, to commercialize a proprietary liquid biopsy technology that will result in faster, more efficient, and less costly answers for clinicians and patients.Our goal is to become a neuroscience center of excellence dedicated to thetimely, reliable detection of neurological malignancies and disorders.We hope to serve cliniciansseeking fundamentally better solutions to suspicious neurological findings as wellas partner with other healthcare entities whowillleverageour data to develop much-needed therapeutic solutions for brain cancers. All applicants must be legally authorized to work in the U.S.

The Role
The Customer Service Representative is a critical operational link between Belays 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.

Compensation: Annual Salary Base Starts at $55k plus benefits

Location: Chicago, IL (Hybrid)
Schedule: M-F, 10:00am-6:00pm or 11:00am-7:00pm, 1 Sat per month
Reports to: Senior Director of Business Operations
Key Relationships: Laboratory, Business Development, Providers, Patients, Bus Ops

Major 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, ensuring chain of custody and any collection or shipping issues are promptly resolved.
• Documentation and Tracking: Maintain accurate records across CRM and operational systems; ensure communication history, and issue resolution are documented consistently and completely. Including SOPs and Compliance Responsibilities.
• Sales and BDE Support: Partner with the business development team to resolve