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

Description AQI REGISTRY IMPLEMENTATION COORDINATOR SCHAUMBURG, IL – FLEXIBLE HYBRID SCHEDULE Feel good about your work—and your workplace. The American Society of Anesthesiologists (ASA) team provides education, resources, and advocacy to help our members improve the experience and safety of patients in their care. You can be a part of this important work—join more than 160 change-makers, collaborators, and advocates as we continually work towards excellence. We live our core values of collaboration, dedication, commitment, and improvement every day. And we know that diversity in the way we look, think, learn, and live makes everything ASA does better. Our policies, culture, and people strengthen this commitment every day. As a result, ASA has been named one of the Best and Brightest Companies to Work For in Chicago and the Nation ® for the past ten years. ASA offers flexible hybrid work arrangements, a "dress for your day" mindset, generous time off, plus professional development and educational benefits, so you can write your own story. What's more because ASA is a professional association—not a corporation—we value performance over profits. Be part of a collaborative, caring community. Position Summary: 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. Primary Position 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. Position 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. Ability to navigate through 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 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. ASA 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 . ASA Compensation Philosophy: ASA conducts market analysis of its positions, ensuring the compensation is comparable with jobs of the same level, skills, and abilities. Additionally, ASA believes in the importance of pay equity and consider internal equity of our current team members as part of any final offer. ASA strives to be transparent with our pay practices both internally and externally. Position Compensation: 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. EEOC: ASA is an Equal Opportunity Employer of Minorities, Females, Individuals with Disabilities, and Veterans that values the strength diversity brings to our workplace. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic. Environment: While performing the duties of this job, the employee regularly works in an office environment with light noise. Work may be frequently interrupted. The employee will spend most of the workday sitting, computing, and talking/hearing. May require lifting (boxes) in the 10-25 lb. range requiring the ability to bend at the waist and knee. Travel Required Yes . Up to 10% air travel required.