Customer Service Representative

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 working with patients and healthcare providers. Customer service experience preferred.
• Prior experience addressing billing, financial assistance, or other healthcare-related inquiries
• 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.