[Remote] Customer Service Coordinator

Note: The job is a remote job and is open to candidates in USA. National Quality Systems (NQS) is a healthcare SaaS company delivering modern clinical registry platforms. They are seeking a Customer Service Coordinator who will provide real-time support to customers using the NQS platform, troubleshoot issues, deliver training, and ensure a high-quality user experience.

Responsibilities

• Provide real-time support to NQS customers using the trauma registry platform, addressing questions, troubleshooting issues, and ensuring optimal user experience
• Act as the first point of contact for customer inquiries, particularly on weekends, ensuring timely and accurate resolution of issues
• Manage and prioritize support tickets, meeting established response and resolution expectations
• Communicate effectively with customers throughout the lifecycle of each issue
• Work together with teams from different departments to identify, escalate, and solve complex technical or operational issues
• Deliver training sessions to ensure customers understand the NQS platform’s functionality and capabilities
• Share trauma registry knowledge and promote data accuracy, completeness, and consistency in customer workflows
• Maintain detailed records of customer interactions, documenting issues, solutions, and follow-up actions
• Provide feedback to the NQS product and development teams to inform platform improvements based on user experiences

Skills

• 3+ years of experience at an ACS verified Level 1 Trauma Center with strong interpersonal skills, presentation experience, data submission, validation, monthly/quarterly reports, and report writing
• 3+ years of experience providing SaaS support to ACS verified Registry customers with strong interpersonal skills, high customer satisfaction scores, and a clear dedication to customer needs
• At least 3 years of relevant experience in trauma registry operations or SaaS customer support roles, demonstrating independent problem-solving and customer-facing responsibility
• Demonstrated expertise in trauma registry data collection, reporting, and compliance with national and state trauma standards
• Exceptional problem-solving and critical-thinking skills to troubleshoot customer issues effectively with the ability to identify root causes and drive issues to resolution
• Strong written and verbal communication skills, with the ability to explain complex concepts clearly
• Excellent organizational skills and time management, with attention to detail and the ability to manage multiple priorities
• Be willing to work evening and weekend hours to meet customer needs
• At least one day per week (8 hrs.) will be required on a Saturday or Sunday
• Certified Specialist in Trauma Registry (CSTR) certification and/or Certified Abbreviated Injury Scoring Specialist (CAISS)
• Advanced knowledge of trauma registry compliance, such as NTDB, ACS, or state trauma systems
• Previous experience working in a SaaS customer support role

Benefits

• Other competitive benefits

Company Overview