Registry Implementation Coordinator (Customer Service, Data, Help Desk Support) - Schaumburg, IL

Employment at ASA•Schaumburg, IL

20d•Hybrid

About The Position

The Anesthesia Quality Institute (AQI) was established by the American Society of Anesthesiologists (ASA) in 2008 to facilitate practice-based quality management through education and quality data feedback. The AQI is a Patient Safety Organization (PSO) and home to NACOR, the largest anesthesia registry in the world. NACOR is also a Qualified Registry (QR) and Qualified Clinical Data Registry (QCDR). The Registry Implementation Coordinator supports the onboarding and day-to-day operational management of registry participants across a portfolio of clinical data registries. This role serves as a first-line resource for registry users, providing high quality and exceptional customer service in triaging and resolving inquiries, supporting user account management, and ensuring timely resolution of routine technical and access-related issues. Takes personal and complete responsibility for every interaction with a customer by providing world class service to build brand loyalty and ensure retention. Working collaboratively with internal teams and external participants, this position helps ensure a seamless user experience, promotes effective registry utilization, and contributes to maintaining high-quality data submission and engagement across programs.

Requirements

High school diploma required with experience supported by on the job training required.
Minimum 2 years of experience in help desk support or customer service roles.
Experience with ticketing systems (e.g., Atlassian Jira) and Microsoft 365 tools required.
Intermediate knowledge of Microsoft Office applications, Word, Excel, and Outlook. Ability to navigate through PC applications.
Familiarity with user account administration and troubleshooting web-based applications.
Excellent customer service, communication (written and oral), listening, and problem-solving skills including the ability to build trust and rapport.
Proven ability to work collaboratively with diverse teams and stakeholders.
Proven ability to manage multiple priorities simultaneously in a fast-paced environment.
Strong organizational skills, problem solving skills, and attention to detail.

Nice To Haves

Associates degree preferred.
Familiarity with CRM tools (e.g., Microsoft Dynamics) is a plus.

Responsibilities

Serve as the initial point of contact for registry participants, responding to all inquiries (e.g., ticketing system, phone, email, chat, and written format), triaging inquiries, and resolving routine issues.
Record participant feedback, issues, updates, and complaints within Customer Relationship Management (CRM) and/or help desk ticketing system as defined by departmental policies. Share with appropriate staff for awareness and action. Make recommendations based on participant feedback and insights.
Manage and maintain user accounts including setup, permissions, and troubleshooting.
Monitor ticket queues and escalate complex issues appropriately; report on ticket volume and trends.
Provide support on platform functionality and standard workflows.
Support onboarding of new participants and account setup.
Participate in product team meetings for assigned products, providing feedback related to participant audience and related processes.
Develop and maintain user documentation and knowledge base materials.
Perform proactive participant outreach (follow-up service calls). Respond to written correspondence inquiries from participants within established timeframes and policies.
Identify recurring issues and communicate trends to internal teams; collaborate across internal teams to ensure coordinated resolution of issues.
Identify opportunities for upselling or cross-selling based on a deep understanding of participant pain points, NACOR products and long-term needs.
Support meetings and training sessions as needed.
Participate in testing of system updates and product enhancements.
Assist with data entry and data clean-up projects; roster and membership comparisons and supports other department projects, including administrative support, as needed.
Ability to perform work in alignment with ASA core values: Dedication, Collaboration, Commitment to Excellence, Continuous Improvement.