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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 17 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
Zocdoc’s most important asset is our people. As a Provider Experience Team Lead, you’ll play a meaningful role in making sure our frontline team is set up for success, allowing them to deliver fast, accurate, and customer-centric service. You’ll be the operational and coaching backbone of your team, ensuring that Zocdoc’s service delivery remains top-tier in order to provide a best-in-class customer experience.
You’ll enjoy this role if you are…
- Personally motivated by helping others succeed and thrive in their roles.
- Autonomous, urgent, and creative. You genuinely love solving problems in real time and ensuring smooth operations.
- Highly skilled at coaching and leading through influence rather than authority.
- Passionate about maintaining a positive and efficient customer experience.
- A reliable point person and knowledge hub for your team.
- The kind of person who can balance multiple priorities, from real-time queue management to long-term workflow optimization.
- Serious about your work, but not about yourself. Let’s face it - the way things happen sometimes, you kind of need a sense of humor.
Your day to day is…
- Sharing ownership of live queue management, ensuring SLAs are met across all channels.
- Authentically leading and coaching the team through real-time feedback and clear communication.
- Building and fostering relationships with team members and cross-functional partners to ensure smooth operations.
- Triaging and resolving escalations while modeling calm, customer-centric problem-solving.
- Identifying and escalating trends that impact customer experience, processes, or tools.
You’ll be successful in this role if you have…
- An unrelenting desire to build more equitable, inclusive and diverse workplaces. You view this role as an opportunity to create positive change.
- Meaningful (2+ years) experience in a customer-facing environment, with a track record of meeting deadlines.
- A compassionate but consultative, and confident approach with your team and customers.
- A fundamental understanding of customer relationship management (CRM) and service tools.
- The mentality of an owner and a strong bias to action.
- Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success.
- Humility. You believe in treating all people with dignity and respect, regardless of title or tenure.
- The ability to manage conversations and relationships via phone, email, and Slack.
Benefits:
- Flexible work environment
- Unlimited Vacation
- 100% paid employee health benefit options (including medical, dental, and vision)
- 401(k) with employer funded match
- Corporate wellness programs with Headspace and Peloton
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Employee Resource Groups and ZocClubs to promote shared community and belonging
- Great Place to Work Certified
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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