Career Opportunities with Medfusion Inc

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Customer Care Manager

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

Responsible for providing leadership and oversight for Medfusion Customer Care and Patient Chat.  Lead teams to deliver high quality and efficient service to customers by handling cases involving Medfusion applications and third party integrations. 


  • Build and lead a scalable support organization that prioritizes the customer relationship
  • Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems.
  • Experiment and recommend new ways for the customer support organization to interact with customers. Continuously seek out opportunities to improve the overall customer experience.
  • Ensure clearly defined processes are in place and documented for the customer support team to follow.
  • Measure the effectiveness of customer support by defining and reporting on operational metrics. Interpret metrics to drive change and implement opportunities for continuous improvement.
  • Partner with the management team to align customer service department policies and systems with the company's objectives.
  • Serve as an ambassador of customer support throughout Medfusion and build strong relationships with internal teams to provide clear and concise customer feedback.
  • Resolve complex customer issues upon escalation, communicating directly and professionally with customers as needed (both verbally and written).
  • Responsible for employees’ performance, training, and development
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.


Education & Experience

The successful candidate will meet the following requirements:

  • Bachelor’s Degree required
  • 4+ years of demonstrated expertise in designing, developing, implementing, managing, and scaling customer support organizations.
  • Experience in a Software as a Service (SaaS) environment
  • Experience rolling out business process improvements and change initiatives to drive operational excellence -- Proven change agent, with a long successful track record of driving change
  • Strong knowledge of modern, best-practice customer support models and approaches to supporting high growth businesses.
  • Excellent problem-solving skills
  • Strong analytical background with experience in evaluating and implementing effective tools and metrics for assessing quality and customer satisfaction. Must be able to understand business analysis and use it to make data-driven decisions.
  • Results oriented and able to consistently improve results in a challenging and changing business environment. Has a track record of clearly identifiable achievement of efficiency and customer satisfaction gains.


Medfusion, Inc. is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal state or local law.

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