Customer Success Support Coordinator

Job Description

Job Description

Our client National Quality Systems (NQS) is in search of a Customer Success Support Coordinator. This is a remote position preferably a candidate on the east coast of the U.S. Possible travel for live training/conferences. Must be available to work weekend hours (Saturday and/or Sunday).

About National Quality Systems (NQS)

National Quality Systems (NQS) is a healthcare SaaS company delivering modern clinical registry platforms for Trauma, Burn, Emergency General Surgery, and specialty programs. Their solutions help hospitals improve data quality, streamline verification workflows, and turn registry data into actionable operational and financial insight.

Position Summary

NQS is seeking a Customer Service Coordinator with experience in trauma registry or SaaS support. The Customer Service Coordinator will provide real-time support to customers using the NQS platform. This role serves as a key point of contact for customers, helping to troubleshoot issues, deliver training, and ensuring high-quality user experience. The ideal candidate brings strong technical problem-solving skills, a customer-focused mindset, and the ability to work collaboratively across teams.

Key Responsibilities

Customer Support:

• 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.

Trauma Registry Expertise:

• Minimum requirement: 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.
  OR
• Minimum requirement: 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.

Training and Education:

• 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.

Documentation and Reporting:

• 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.

Experience:

• 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.

Skills:

• 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.

Availability:

• 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.

Preferred Qualifications

• Preferred 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

Pre-Employment Requirements

Employment may be contingent upon successful completion of required background checks, verification of eligibility to work in the United States, and any additional pre-employment screenings as required by NQS.

Other Duties

This job description is not intended to be all-inclusive and may be modified at any time to reflect changing business needs. Additional duties may be assigned as required.

Ongoing Review

Job descriptions at NQS are reviewed periodically to ensure continued compliance with evolving industry, state, and federal standards.

Employee Acknowledgement

I acknowledge that I have read and understand the duties, responsibilities, and compliance obligations associated with this position. I agree to follow all organizational policies, procedures, and applicable legal requirements.

Standard Compliance and Legal Notices for All NQS Job Descriptions

Equal Employment Opportunity

National Quality Systems is an Equal Opportunity Employer.

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including internal equity, market data, the candidate's qualifications- including but not limited to specialty skills, prior relevant industry experience, relevant degrees or certifications. The salary range estimate below is inclusive of all departments, and offered salaries may vary within the given range between departments. A reasonable estimate of the base salary range for this level is $60,000 - $65000 annualized and other competitive benefits.

At-Will Employment

Employment with National Quality Systems is at will. This job description is not a contract of employment. NQS may modify the duties, responsibilities, or requirements of this role at any time based on organizational needs and at its discretion.

Confidentiality and Data Security Requirements

This position may involve access to confidential and protected patient information. All employees must comply with HIPAA regulations and adhere to company policies, SOC 2 requirements, and industry standards related to data privacy, security, and proper handling of protected health information. Compliance with all NQS privacy and security protocols, including practices consistent with HITRUST frameworks, is mandatory.

Reasonable Accommodation

Applicants who require a reasonable accommodation at any stage of the application process, or employees who need an accommodation to perform the essential functions of their role, should contact the NQS Human Resources team at [insert HR contact information].

Pre-Employment Requirements

Employment may be contingent upon successful completion of required background checks, verification of eligibility to work in the United States, and any additional pre-employment screenings as required by NQS.

Other Duties

This job description is not intended to be all-inclusive and may be modified at any time to reflect changing business needs. Additional duties may be assigned as required.

Ongoing Review

Job descriptions at NQS are reviewed periodically to ensure continued compliance with evolving industry, state, and federal standards.