Belay Diagnostics

Customer Support

• 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.
• Handle inbound patient questions with professionalism and compassion; navigate complex situations involving test status, logistics, and care coordination.
• 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.
• Support specimen intake and logistics workflows, ensuring chain of custody and any collection or shipping issues are promptly resolved.
• Maintain accurate records across CRM and operational systems; ensure communication history, and issue resolution are documented consistently and completely. Including SOPs and Compliance Responsibilities.
• Partner with the business development team to resolve account-level issues, communicate provider feedback, and support onboarding of new accounts.

Customer Service Representative