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

About the role

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).

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.
• 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.
• Aid in data entry and data clean-up projects; roster and membership comparisons and supports other department projects, including administrative support, as needed.

Qualifications

• Associates degree preferred.
• 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.
• Familiarity with user account administration and troubleshooting web-based applications.
• Familiarity with CRM tools (e.g., Microsoft Dynamics) is a plus.
• 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.

Skills

• Customer Service
• Communication
• Problem Solving
• Organizational Skills
• Collaboration
• Attention to Detail

Benefits

As part of the health care community, we offer a full slate of health, financial, and wellness benefits to support personal and family needs, including quality medical, dental, and vision insurance at a reasonable cost, 401K match, a free fitness center, breastmilk shipping, CALM subscription, volunteer committees, employee resource groups, and much more. More detailed benefits information can be found at: https://www.asahq.org/about-asa/work-at-asa/benefits.

Pay

This position is a non-exempt/hourly position. The target hiring pay range for this position is: $56,000/year ($29/hour) to $70,000/year ($35.00/hour). This position is not eligible for a yearly bonus/incentive. Compensation decisions consider a wide range of factors, including but not limited to relevant experience, skills, certifications, business needs, and organizational policies.