Career Opportunities with Medfusion Inc

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CUSTOMER CARE REPRESENTATIVE

Department: Client Services- Customer Care
Location: Cary, NC

Medfusion, Inc. located in Cary, North Carolina helps medical practices improve their practice efficiency; manage increasing cost pressures - all the while improving patient satisfaction. In addition, Medfusion's patient-to-provider solutions extend the value of an electronic health record, or EHR, giving patients timely electronic access to their information. Both providers and patients find significant value in establishing an electronic relationship. A recent survey showed that patients increasingly want online access for their healthcare information. Medfusion is a driving force in improving healthcare for all.

Customer Care Representative

In this position you would be responsible for assisting customers by providing product and service information, resolving issues and driving further product usage. Two positions available: 11am-8pm shift and 8am-5pm shift.  Position will report directly to the Manager of Customer Care.  

Responsibilities

  • Serve as first line of support for customers by answering incoming calls and responding to support tickets and chats.
  • Receive, research, resolve, and document client support issues while maintaining established service level agreements.
  • Follow up with customers to ensure resolution.
  • Contribute to customer facing knowledge base by authoring and maintaining articles.
  • Document all client activity in Zendesk in a timely fashion.
  • Recommend potential product enhancements or services to management by collecting voice of customer.
  • Maintain an up-to-date knowledge of all products.
  • Prepares reports as needed by collecting and analyzing customer information.
  • Participate in the development plans and QA of product releases as assigned.
  • Respond to inquiries from management and department head regarding support issues as needed.
  • Other related duties as assigned

Requirements:

  • Four-year Bachelor's degree preferred
  • Healthcare or Healthcare information technology knowledge a plus
  • Customer first mindset with a focus on quality
  • Experience supporting Software as a Service
  • Tech savvy, ability to learn new software products quickly
  • Action oriented problem solver
  • Minimum one year of proven, customer service experience
  • Ability to pay close attention to detail
  • Strong communication skills with exceptional phone etiquette
  • Ability to work well both independently and within a team
  • Exceptional time management skills

Medfusion is an equal opportunity employer and affirmative action employer. Pre-employment and background screenings are conducted.

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