What are the responsibilities and job description for the Customer Service Representative position at Belay Diagnostics?

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 Johns Hopkins University, one of the country's leading neuro-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 the timely, reliable detection of neurological malignancies and disorders. We hope to serve clinicians seeking fundamentally better solutions to suspicious neurological findings as well as partner with other healthcare entities who will leverage our data to develop much-needed therapeutic solutions for brain cancers. All applicants must be legally authorized to work in the U.S.

The Role

Belay Diagnostics is seeking a Customer Service Representative (CSR) who excels at working with people from diverse backgrounds and thrives on connecting and collaborating across multiple teams. You'll be a key liaison between providers, patients, sales, laboratory teams, and business leadership to ensure seamless communication and deliver a world-class customer experience.

The ideal candidate is a go-getter who's passionate about service, highly organized, and excited to contribute to the success of a growing startup. You're resourceful, solutions-oriented, and eager to navigate a fast-paced, innovative environment.

Location : Chicago, IL (Hybrid)

Number of Employees : ~35

Reports to : Sr. Director of Business Operations

Key Relationships : Lab team, sales staff, business operations

Schedule : Onsite, Monday-Friday - On call 1 Saturday a month

Major responsibilities

Customer Service :

Serve as a primary contact for patients and healthcare providers, addressing inquiries with empathy and professionalism.
Resolve issues related to billing, financial assistance, or product use, ensuring satisfaction and timely follow-up.
Provide education and guidance on Belay's products and services to empower patients and clinicians.

Liaison Role :

Act as the bridge between internal teams (lab, sales, and business operations) and external stakeholders (patients and providers).

Maintain clear and consistent communication to ensure all parties are informed and aligned.

Proactively identify and escalate issues to leadership when necessary.

Sales Support :

Keep the sales team informed of client needs, inquiries, or concerns.

Documentation & Compliance :

Accurately manage patient and client records, communications, and requests across designated software platforms.

Ensure compliance with company and industry standards.

Follow internal SOPs.

Collaboration :

Work closely with laboratory staff, fellow CSRs, and the sales team to achieve organizational goals.

Step in to support sales accounts or assist team members when needed, demonstrating flexibility and teamwork.

Position requirements and experience

Experience : Minimum 2 years working with patients and healthcare providers in a customer service capacity.

Prior experience addressing billing, financial assistance, or other healthcare-related inquiries is essential.

Skilled in working with diverse groups of people and fostering effective communication between teams.

Proficiency in medical terminology, billing, and / or insurance procedures.

High School Diploma or equivalent required.

Familiarity with ticketing software (required). HubSpot service hub experience is a plus.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) (required).

Experience with CRM systems (HubSpot experience is a plus).

Ability to multitask and manage competing priorities in a fast-paced environment.

Strong problem-solving skills and ability to resolve complex inquiries across multiple databases.

Confidence and professionalism in handling interactions via calls, email, or messaging.

Personal characteristics and cultural fit

Driven to take initiative, meet challenges, and deliver results.

Resilient, solutions-oriented, and positive under pressure.

Passionate about working in a fast-growing startup environment and making an impact.

Self-motivated and personable, with excellent communication skills.

Highly organized with strong attention to detail.

Collaborative team player who thrives in a mission-driven environment.

Empathetic, professional, and skilled at navigating challenging conversations.

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