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

The American Society of Anesthesiologists (ASA) team provides education, resources, and advocacy to help members improve the experience and safety of patients. Join over 160 change-makers, collaborators, and advocates working towards excellence in a values-driven environment that celebrates diversity and has been recognized as one of the Best and Brightest Companies to Work For in Chicago and the Nation® for the past ten years.

About the role

The Anesthesia Quality Institute (AQI), established by ASA in 2008, facilitates practice-based quality management through education and quality data feedback. AQI is a Patient Safety Organization (PSO) and home to NACOR, the largest anesthesia registry in the world, also serving as 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 clinical data registries. This role serves as a first-line resource for registry users, providing high-quality customer service in triaging and resolving inquiries, supporting user account management, and ensuring timely resolution of routine technical and access-related issues.

Responsibilities

• Serve as the initial point of contact for registry participants, responding to inquiries via ticketing system, phone, email, chat, and written formats, triaging and resolving routine issues.
• Record participant feedback, issues, updates, and complaints within Customer Relationship Management (CRM) and/or help desk ticketing systems; share with appropriate staff and make recommendations based on insights.
• Manage and maintain user accounts including setup, permissions, and troubleshooting.
• Monitor ticket queues, escalate complex issues, and 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, providing feedback related to participant audience and processes.
• Develop and maintain user documentation and knowledge base materials.
• Perform proactive participant outreach (follow-up service calls) and respond to written correspondence within established timeframes.
• Identify recurring issues, communicate trends to internal teams, and collaborate on coordinated resolutions.
• Identify opportunities for upselling or cross-selling based on participant pain points and long-term needs.
• Support meetings and training sessions as needed.
• Participate in testing of system updates and product enhancements.
• Assist with data entry, data clean-up projects, roster and membership comparisons, and other department projects including administrative support.
• Perform work in alignment with ASA core values: Dedication, Collaboration, Commitment to Excellence, Continuous Improvement.

Requirements

• Associates degree preferred; high school diploma required with experience supported by on-the-job training.
• 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, Outlook) and ability to navigate PC applications.
• 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; 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.

Benefits

• Comprehensive health, financial, and wellness benefits including medical, dental, and vision insurance at a reasonable cost.
• 401K match.
• Free fitness center access.
• Breastmilk shipping.
• CALM subscription.
• Volunteer committees and employee resource groups.
• Generous time off and professional development opportunities.

Pay

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

Schedule

Flexible hybrid schedule with a "dress for your day" mindset.