Zocdoc is a New York City-based company offering an online service that allows people to find and book in-person or telemedicine appointments for medical or dental care. The platform also functions as a physician and dentist rating and comparison database.
Patient Experience Specialist
About the job
Our Mission
Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.
Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.
We’re 16 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.
Your Impact On Our Mission
As a Patient Experience Specialist, you’ll be responsible for solving problems before they exist and creating magical moments for Zocdoc patients that inspire a strong connectivity between user and brand. If you have a passion for delivering amazing customer service experiences for a customer obsessed company that is truly making an impact, this is the role for you. As a Zocdoc’r, you will realize, our customer service team touts an incredible, supportive, and hands on culture.
You’ll Enjoy This Role If You Are
- A natural optimist, bring an empathetic and enthusiastic approach to problem solving, and a master of building authentic connections with our customers: you genuinely enjoy and find fulfillment in helping others and it shows through your interactions
- A team player, who enjoys working in a highly collaborative (and extremely fun) team environment
- Driven and motivated by providing best in class customer service experiences that leave a lasting positive impression and inspire continued utilization and advocacy of our products
- Highly adaptable with a learners mindset, and someone who is excited to learn new techniques and systems
Your Day To Day Is
- Supporting patients via chat, email, and phone ensuring a seamless Zocdoc experience
- Using your multitasking abilities to field requests from multiple users simultaneously
- Applying your problem-solving skills to answer patients questions and make sure they get the appointments they need
You’d Be Successful In This Role If You Have
- A great deal of initiative, resourcefulness, attention to detail, and sense of ownership
- Impeccable written and verbal communication skills, sharp focus, and the ability to flourish in both independent and collaborative settings
- Top-notch customer service skills (experience at a service-based company is a plus)
- The ability to quickly learn and thrive in a fast-paced work environment
- A passion for improving the lives of people through technology is a must
Benefits
- An incredible team of smart and supportive people
- A competitive compensation package, including attractive medical insurance
- Daycare/creche facility for kids
- Corporate wellness programs with Headspace
- Cellphone and wifi reimbursement
- Competitive parental leave
- Annual sponsored health check ups
- Sabbatical leave (over 5 years)
- Zocdoc is certified as a great place to work 2022-2024
About Us
Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.
Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values – Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.
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Provider Data Operations Team Lead
Your Impact On Our Mission
Zocdoc’s most important asset is our people. As a Provider Data Operations Team Lead, you will have end-to-end ownership of planning and execution for both internal processes and projects. You’ll be responsible for supervising and managing the team and will own our core processes, performance management, coaching, and ensuring productivity, quality benchmarks and SLAs are met consistently.
You’ll Enjoy This Role If You Are
- Enthusiastic about coaching and growing team members
- Have a fervent flame to learn and adapt to the changing business strategies
- The kind of leader who loves to roll your sleeves up, lead by example, and stay close to the work
- Are remarkable at time management and prioritization, managing stakeholders and projects simultaneously
- Enthusiastic about working cross-functionally to achieve goals
- Are outstanding in communicating effectively (both verbal and written)
Responsibilities
Team Leadership:
- Lead, motivate, and coach a team of associates
- Foster a positive and collaborative team culture, ensuring effective communication and cooperation among team members
- Provide guidance and support to team members, promoting professional growth and development
Process Optimization
- Identify opportunities for process improvement and implement streamlined procedures
- Collaborate with cross-functional teams to enhance process efficiency
- Regularly assess and update the knowledge base to ensure effectiveness and alignment with organizational goals
Performance Monitoring
- Monitor the key performance indicators (KPIs) to measure individual, team and process performance and provide actionables for improvement
- Implement performance feedback mechanisms and conduct regular performance reviews
- Handle escalated issues
Resource Management
- Manage work and resource allocation to ensure optimal utilization and efficiency
- Collaborate with other teams to forecast and plan for resource needs
- Identify opportunities for automation to improve utilization
Quality Assurance
- Implement and maintain quality assurance processes to ensure high standards quality
- Conduct regular audits to identify areas for improvement and uphold quality benchmarks
- Collaborate with relevant stakeholders to address quality-related concerns
Problem Solving
- Proactively identify and address operational challenges, working collaboratively with the team to develop effective solutions
- Implement preventive measures to mitigate risks and enhance operational resilience
- Respond to and resolve escalated issues in a timely and effective manner
- Making data oriented decisions to drive people/projects towards a common organizational goal
Qualifications
- A Bachelor’s degree from a reputed institution
- 4+ years of proven experience in operations management with at least 1-2 years experience as a Team Lead in managing and coaching operations or customer service teams
- Proficiency in tools such as MS applications (Excel, Word, Powerpoint) Google applications (Google doc, sheets), Salesforce, Monday.com, Confluence with capability to handle large data sets
- Experience of working with cross functional teams to build automation (experience working with US based teams or clients preferred)
- Excellent verbal and written communication skills in English
- Strong analytical skills, attention to detail and sharp focus
- Strong interpersonal and team skills with a history of high engagement across teams managed
- Ability to learn quickly and readily adapt to change
Benefits
- An incredible team of smart and supportive people
- A competitive compensation package, including attractive medical insurance
- Amazing perks – think catered lunch every day, ping pong, etc.
- Daycare/creche facility for kids
- L&D offerings
- Cellphone and wifi reimbursement
- Competitive parental leave
- Annual sponsored health check ups
- Sabbatical leave (over 5 years)
- Zocdoc is certified as a great place to work 2022-2024
Lead Generation Freelancer
About the job
Our Mission:
Healthcare is too hard. At Zocdoc, we strive every day to make it easier for patients to get the care they need. Founded with a mission to give power to the patient, Zocdoc enables the seamless healthcare experience patients expect and deserve. Every day, we hear from patients who tell us about the very real difference we’ve made in their lives. You can hear some of their stories here.
Your Impact on Our Mission:
As a Lead Generation Freelancer, you’ll research information on healthcare professionals and institutions to build up a potential client base for the Sales team to reach out to them.
You’ll Enjoy This Role if You…
- Are excellent with organic research and have a keen eye for detail
- Are outstanding in communicating effectively (both verbal and written)
- Are a team player, who is eager to work in an extremely happy, fun, and progressive environment
- Are remarkable at time management and prioritization, managing large sets of data efficiently
- Are flexible working in shifts (login between 10 am to 1 pm and work towards 8 productive hours) and if needed are also comfortable working in the night shift.
- Have a working knowledge of MS Excel and/or Google Spreadsheet
Your Day to Day Is…
You’ll research individual practices as well as large medical entities across the US to identify the market scope. The process will start with organically searching for specific medical specialty groups across the states, with the goal to track and curate a maximum number of leads and/or verify the existing information available in our database. You’ll need to capture account details like – number of providers, address, phone number, point of contact, email, etc. Upon researching this information, the final step would be to record it in our internal tools.
- Research accounts within the given timeframe
- Update relevant records in the database
- Follow and improvise on the research steps, wherever necessary
- Meet personal/team qualitative and quantitative targets
You’d be Successful in This Role if You Have…
- 0-2 years of work experience
- A minimum of bachelor’s degree
- Proficiency in MS Excel, Google Sheets, MS Word, and Internet search
- Excellent verbal and written communication skills in English
- Ability to learn quickly and readily adapt to change
- Strong analytical skills, attention to detail and sharp focus
- Strong interpersonal and team skills, but still be able to work independently to accomplish team goals
Sales Development Representative
As a Sales Development Representative (SDR) you’ll play a critical role in putting power back into the hands of the patient by helping us meet and exceed our sales growth goals. This isn’t your standard sales job – you’ll be given constant support, with a hands-on, immersive training program, consistent feedback, and development, and work alongside driven and passionate sales professionals.
Your Sales Manager will act as your dedicated coach, guiding you through the outbound sales strategies. You’ll master communicating value efficiently, navigating gatekeepers, and executing a successful outreach strategy from our comprehensive training program.
Shift timings: From 7.30 pm to 4.30 am or similar.
You’ll enjoy this role if you are…
- Courageous, determined, and not afraid to fail
- Motivated by meeting and exceeding targets and goals
- Comfortable working remotely in a night shift and a strong believer in individual accountability
- IIntellectually curious and looking to develop and grow your sales and persuasion skills
- Enthusiastic about working in a diverse and supportive team environment
Your day-to-day is…
- Dialing the provided outbound leads and scheduling meetings for Sales Executives
- Working closely with your manager and sales executives to track meeting success rate and outcomes
- Communicating and collaborating with global team members on best practices and processes
- Innovating and testing creative ways to gain access and trust with prospective customers
- Smartly prioritize and organize your time to be as productive as possible
- Working closely with your manager to implement coaching and feedback
- Attending weekly team, and all employee meetings to understand the why behind your work, and the impact it has on Zocdoc’s patients
You’ll be successful in this role if you have…
- A desire to have a career in sales
- Experience working in night shifts
- Proven experience in setting meetings with key decision-makers in international markets, with a strong preference for the US.
- Skilled in generating leads through outbound strategies, including cold calling, emailing, and account research to identify and attract target prospects
- Experience with persuasion and objection handling
- Strong written and verbal communication skills
- The desire to receive and implement feedback
- A passion for creating a better patient experience
- A dedicated space where you can work in comfort with minimal distractions
- A dedicated high-speed internet connection of 10 Mbps (up/down)
Benefits
- An incredible team of smart and supportive people
- A competitive compensation package, including attractive medical insurance
- Amazing perks – think catered lunch every day, Ping Pong, etc.
- Daycare/creche facility for kids
- L&D offerings
- Corporate wellness programs with Headspace.
- Cellphone and wifi reimbursement
- Competitive parental leave
- Sabbatical leave(over 5 years)
- Annual sponsored health check-ups
- Zocdoc is certified as a great place to work 2022-2023
Quality Assurance Engineer
As a QA Engineer, you will be at the forefront of ensuring a better healthcare experience for our patients. You will be responsible for contributing to the success of our QA Engineering team in Pune and unlocking the Pune office’s potential to solve Zocdoc’s product and feature issues and accelerate growth in bookings through round-the-clock support for our sync features. Availability and bookings are at the fulcrum of giving power to the patients and you will be at the center of driving this.
You’ll Enjoy This Role if You Are…
- A demonstrated self-starter
- Team player with a strong sense of collaboration and ownership
- Strong at communicating across teams, especially in a global setting
- Able to see mentoring with the notion that helping others means learning and growing yourself
- Excited to use technology to enhance the consumer experience
Your Day to Day Includes…
- Reviewing business requirements and technical specifications, and providing timely and meaningful feedback
- Creating detailed, comprehensive, and well-structured test plans and test cases
- Designing, developing, and executing automation scripts using industry-standard tools
- Identifying, recording, documenting thoroughly, and tracking bugs
- Performing thorough regression testing when bugs are resolved
- Liaising with internal teams (e.g. developers and product managers)
- Triaging issues and owning them until ownership is transferred
You’d be Successful in This Role if You Have…
- Bachelor’s degree in computer science, engineering, or a related subject (70% and above in 10th/12th/Graduation and/or higher)
- Good knowledge of software methodologies and processes, and the appetite to learn automation
- Ability to write clearly and concisely (technical writing)
- Excellent communication skills – both written and verbal
- Strong analytical and problem-solving skills (Out of the box thinking)
- Good to know tools like Postman & Snowflake
Benefits
- An incredible team of smart and supportive people
- A competitive compensation package, including attractive medical insurance
- Amazing perks – think catered lunch every day, Ping Pong, etc.
- Daycare/creche facility for kids
- Corporate wellness programs with Headspace.
- Cellphone and wifi reimbursement
- Competitive parental leave
- Sabbatical leave (over 5 years)
- Annual sponsored health checkups
