ASA offers a collaborative, growth-oriented culture with a strong focus on quality and continuous improvement. This hybrid role in Schaumburg, IL provides a clear path to impact through hands-on registry onboarding, participant engagement, and data integrity, backed by competitive compensation and a comprehensive benefits package.
Benefits
- Health insurance (medical, dental, vision)
- 401K match
- Free fitness center access
- Breastmilk shipping services
- CALM subscription
- Volunteer committees
- Employee resource groups
Position Summary
The Registry Implementation Coordinator supports onboarding and day-to-day operations for ASA’s clinical data registries, including NACOR, the organization’s leading registry. This role focuses on first-line participant support, account administration, and ensuring effective engagement and data quality across registry activities.
Responsibilities
- Act as the first point of contact for registry participants, handling inquiries via ticketing, phone, email, chat, and written formats; triage and resolve routine issues.
- Log participant feedback, issues, updates, and complaints in the CRM or help desk system per policy, share with the appropriate teams, and propose improvements based on insights.
- Oversee user accounts, including setup, permissions, and troubleshooting.
- Monitor ticket queues, escalate complex issues, and report on ticket volume and trends.
- Assist with platform functionality and standard workflows.
- Support onboarding of new participants and account configuration.
- Participate in product team meetings for assigned products, offering feedback related to the participant audience and related processes.
- Develop and maintain user documentation and knowledge base materials.
- Conduct proactive participant outreach and respond to written inquiries within established timeframes and policies.
- Identify recurring issues and communicate trends to internal teams; collaborate across departments to coordinate issue resolution.
- Identify opportunities for upselling or cross-selling based on participant needs and NACOR product knowledge.
- Support meetings and training sessions as needed.
- Participate in testing of system updates and product enhancements.
- Assist with data entry and clean-up projects, roster and membership comparisons, and other administrative tasks as needed.
- Contribute to work aligned with ASA core values: Dedication, Collaboration, Commitment to Excellence, and Continuous Improvement.
Requirements
- Associate degree preferred; high school diploma required with on-the-job training experience.
- Minimum of 2 years in help desk support or customer service roles.
- Experience with ticketing systems (eg, Jira) and Microsoft 365 tools is required.
- Intermediate proficiency with Word, Excel, and Outlook; comfortable navigating standard PC applications.
- Familiarity with user account administration and troubleshooting web-based applications.
- CRM experience (eg, Microsoft Dynamics) is a plus.
- Strong customer service skills with clear written and verbal communication, active listening, and problem-solving abilities.
- Ability to work collaboratively with diverse teams and stakeholders.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong organizational skills, data-minded problem solving, and attention to detail.
Technologies
- Atlassian Jira
- Microsoft 365
- Microsoft Dynamics
- NACOR
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Compensation
This is a non-exempt, hourly position with a target pay range of $29.00 to $35.00 per hour (roughly $56,000 to $70,000 annually). The role is not eligible for a yearly bonus or incentive.
Environment
Work is primarily in an office setting with light noise; the position may involve interruptions and requires sitting, computer use, and communication. Occasional lifting of 10-25 lb boxes may be needed, with bending as part of duties.
EEOC
ASA is an equal opportunity employer. We hire without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic, and we value the diversity that each employee brings to the organization.
