Customer Service Representative

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  "language": "en",
  "location": {
    "raw": "Chicago, Illinois, 60607, United States",
    "city": "Chicago",
    "region": null,
    "country": "United States",
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    "confidence": 0.95
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    "included": true,
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    "countries": [
      "United States"
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  "remote_policy": "hybrid",
  "salary_period": "year",
  "workplace_type": "hybrid",
  "salary_currency": "USD"
}

{}

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    "id": "33",
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    "location": {
      "city": "Chicago",
      "state": "Illinois"
    },
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      "province": null
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    "locationType": "0",
    "jobOpeningName": "Customer Service Representative",
    "departmentLabel": "Operations",
    "employmentStatusLabel": "Full-Time"
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  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Chicago",
      "state": "Illinois",
      "postalCode": "60607",
      "addressCountry": "United States"
    },
    "datePosted": "2024-10-09",
    "atsLocation": {
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    "description": "<p><span style=\"font-size: 16px\"><span style=\"font-weight: bold\">The Company</span> <br></span></p>\n<p><span style=\"font-size: 13px\"><span style=\"color: #222222; font-family: 'Arial',sans-serif\">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</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">Hopkins University, one</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">of the country’s leading</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">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. </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">Our goal is to become a neuroscience center of excellence dedicated to the</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">timely, reliable detection of neurological malignancies and disorders. </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">We hope to serve clinicians</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">seeking fundamentally better solutions to suspicious neurological findings as well</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">as partner with other healthcare entities who</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">will</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span><span style=\"color: #222222; font-family: 'Arial',sans-serif\">leverage</span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"> </span></span><span style=\"color: #222222; font-family: 'Arial',sans-serif\"><span style=\"font-size: 13px\">our data to develop much-needed therapeutic solutions for brain cancers. <span style=\"font-weight: bold\">All applicants must be legally authorized to work in the U.S. </span>  </span> </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-size: 12pt; font-weight: bold\">The Role</span> </span><br><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Compensation: Annual Salary Base Starts at $55k plus benefits</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Location:                                               Chicago, IL (Hybrid)</span><br><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Schedule:                                              M-F, 10:00am-6:00pm or 11:00am-7:00pm, 1 Sat per month</span><br><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Reports to:                                            Senior Director of Business Operations</span><br><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Key Relationships:                                Laboratory, Business Development, Providers, Patients, Bus Ops</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Major responsibilities</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Provider and Lab Liaison:</span> 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.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Patient Inquiries:</span> Handle inbound patient questions with professionalism and compassion; navigate complex situations involving test status, logistics, and care coordination.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Order Management and Compliance:</span> 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.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Specimen and Logistics Coordination:</span> Support specimen intake and logistics workflows, ensuring chain of custody and any collection or shipping issues are promptly resolved.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Documentation and Tracking:</span> Maintain accurate records across CRM and operational systems; ensure communication history, and issue resolution are documented consistently and completely. Including SOPs and Compliance Responsibilities.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Sales and BDE Support:</span> Partner with the business development team to resolve account-level issues, communicate provider feedback, and support onboarding of new accounts.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Position requirements and experience</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">1-3 years of experience in a clinical, healthcare operations, or medical customer service setting</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Demonstrated ability to manage complex, multi-party workflows in a fast-paced environment</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Basic Knowledge of medical terminology, medical billing, and insurance; clinical laboratory experience preferred</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Strong written and verbal communication skills; comfortable interacting with both clinical and non-clinical audiences</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Proficiency with CRM and service ticketing systems; HubSpot experience a plus</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Proficiency with Microsoft Office and Google Workspace; comfort with data tracking and reporting</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">High school diploma or equivalent required; bachelor’s degree preferred</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Highly organized with strong attention to detail and the ability to manage multiple open issues simultaneously</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Fluency in Additional Languages is a plus</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Personal characteristics and cultural fit</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Proactive and self-directed; able to identify and resolve issues before they escalate</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Calm and professional under pressure; comfortable managing challenging conversations with patients or providers</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Solutions-oriented with strong follow-through; things don’t fall through the cracks</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Collaborative and team player; willing to support the broader team wherever needed</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Comfortable with ambiguity and rapid change in a startup environment</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Empathetic, Compassionate, Patient</span></li>\n</ul>",
    "compensation": "$55,000 Annually plus Benefits",
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    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://belaydiagnostics.bamboohr.com/careers/33",
    "employmentStatusLabel": "Full-Time"
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}