Customer Service Representative - Belay Diagnostics : Job Details

The Company Belay Diagnostics is a cancer diagnostic startup founded by a team of neurosurgeons, scientists, and entrepreneurs to help those diagnosed with brain or spinal cord tumors find the right path forward. Their proprietary molecular testing technology is aimed to bridge the gap between today's standards and a more clinically convenient future. Belay Diagnostics provides next-gen sequencing to detect aneuploidy and mutations with our cerebrospinal fluid testing platform. Improving the diagnosis of brain and spinal cord cancers can give people the best chance for a cure without the need for invasive biopsies. We see our technological advances in cerebrospinal fluid assays as offering clinicians alternative diagnostic tools for use in treatment decisions. The company is growing rapidly, having just launched its first product. It is a small, passionate team and an exciting, fast-paced environment with many opportunities for promotion from within. All applicants must be legally authorized to work in the United States. The Role Customer Service Representatives are responsible for providing exceptional customer support representative of the patient and clinician experience dedication and service Belay Diagnostics commits to. The Customer Service Representative will provide product education and handle a wide variety of questions while ensuring a world-class customer experience. This role will liaise between the laboratory, operations, and sales, ensuring streamlined customer experience. The ideal candidate will be passionate about customer service and motivated to work with a customer-centric team at an innovative healthcare company.Location: Chicago, IL (Hybrid)Number of Employees: ~30Reports to: Customer Service ManagerKey Relationships: Lab team, sales staff, business operationsSchedule: Onsite, Monday-Friday 7 AM-3:30 PM Major responsibilities

• Customer Service: Address client inquiries, resolve issues, and provide ongoing support to ensure high levels of customer and patient satisfaction and answer any questions they may have.
• Sales Team Support: Ensure proper documentation is entered into the CRM, keeping the sales team apprised of client concerns or needs.
• Documentation and Compliance: Prepare and maintain accurate client and patient records, CRM documents, and client requests/communication within designated software applications.
• Team Collaboration: Work closely with other customer service representatives and the laboratory department to foster a collaborative environment and achieve company goals, assist the sales team with servicing their accounts when needed.

Position requirements and experience

• Experience:
  • Minimum of 2 years customer service experience in a medical setting call center
  • Clinical laboratory experience is preferred
• Education:
  • Minimum of a bachelor's degree
• Medical terminology, medical billing, and insurance knowledge
• Strong communication skills, written and verbal
• Knowledge and use of CRM (HubSpot a plus)
• Functional knowledge of Microsoft products (Word, Excel, PowerPoint) and Adobe
• Ability to work in multiple databases to research complex issues and questions
• Skilled at speaking with customers in a courteous, friendly, and professional manner
• Confidence in resolving routine customer requests for products or services via inbound and outbound calls or Internet communications such as email or messaging

Personal characteristics and cultural fit

• Self-motivated, personable, and strong communication skills
• Ability to multi-task in a fast-moving environment
• Detail-oriented with strong organizational skills

• Comfortable with ambiguity
• Ability to work independently as well as part of a team
• Able to handle challenging calls and maintain a professional, helpful, and compassionate demeanor
• Problem-solver; solutions-oriented