Registry Operations Coordinator

Full Time
Mid Level
The Registries Coordinator acts as the primary interface between Fivos and registry members to ensure that all new registry clients are set up for success. Registries Coordinators support PATHWAYS users from initial account creation through onboarding and training. They provide ongoing support to keep members informed about changes and new features and connect clients with services to support continued participation. Customer service responsibilities include responding to questions related to data capture and reporting tools, preparation and presentation of product and training webinars, videos, and resources, and collaboration with cross-functional teams advocating on behalf of the customer for product and workflow enhancements. Additionally, the Clinical Registries coordinator will be responsible for leading and implementing operational projects designed to provide exceptional value to our clients.

  • Act as the primary contact for all customer service inquiries, which may be procedure, process, or clinical in nature.
  • Be the subject matter expert for registry products.
  • Triage and answer questions about data entry and field technical questions about the use of the registry platform. 
  • Maintain database of customer inquiries and follow internal policies of quality control.
  • Manage the planning and execution of complex projects and services for registry participants, such as data integration services, annual claims validation, and product introductions.
  • Actively collaborate with other teams including sales, marketing, engineering, and product development to drive excellence and efficiency for our clients.
  • Coordinate with Registry stakeholders and Product Management team members to facilitate, plan, and communicate product enhancements and release schedules.
  • Prepare and execute educational webinars, training videos and refence material, and participate in customer-led conferences.
  • Assist with customer implementation of new features, such as EMR integration.
  • Troubleshoot system problems as they arise to facilitate and communicate prompt resolution.
  • Review and update Registry policy and procedure documentation.
  • Maintain customer-facing Registry product documentation, i.e. PATHWAYS user manual.
  • Bachelor’s Degree required or equivalent experience.
  • 5+ years of customer support experience
  • Excellent computer, interpersonal, and reporting skills
  • Proficiency with Google Workspace and MS Office (Docs/Word, Sheets/Excel, Slides/PowerPoint)
  • Skilled in navigating and reporting data in spreadsheets, using pivot tables, and advanced reporting capabilities. 
  • Excellent verbal and written communication skills to ensure positive interactions with customers.
  • Proven ability to manage successful projects and improve processes.
  • Strong negotiation skills and judgment
  • Experience creating, maintaining and/or delivering content in a fast-moving technology area.
  • Ability to work both independently and within a team.
  • Ability to critically analyze processes.
  • Proven leadership capabilities
  • Ability to grasp complex technology solutions. 
  • Ability for creative thinking and persistence to overcome objections or obstacles.
Preferred Qualifications:
  • 5 or more years of experience in Healthcare related field
  • Clinical knowledge of vascular procedures
  • 2+ Years of experience with Customer Relationship Management/Ticketing systems such as Zendesk, Salesforce, etc.

We recognize that talented people are attracted to companies that provide competitive pay, a comprehensive benefits package, and outstanding advancement opportunities. For this reason, we offer a comprehensive benefits plan that includes the following:

  • Fully Remote; Work from anywhere in the US
  • Internet Stipend
  • Flexible paid time-off
  • 9 paid holidays plus the week between Christmas and New Year's
  • Fully paid Family and Medical leave
  • 401K and 4% company match
  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Flexible spending accounts
  • Employee life insurance
  • Disability insurance

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