Specialist, Customer Experience (Pune)

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 18 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.

As a Specialist, Customer Experience at Zocdoc, you will play a pivotal role in ensuring that every interaction with our users reflects our commitment to exceptional customer service. Your responsibilities involve assisting patients via phone, email, and chat, embodying the values of Zocdoc in each interaction. With a particular focus on guiding and assisting patients in booking appointments online and helping them solve their problems with empathy and efficiency, you contribute to "giving power to the patient" and keeping the "Patient's First" ethos at the forefront.

Shift timing: Rotational shift, 6.30pm IST to 3.30 pm IST

• Best-in-Class Customer Service: Provide unparalleled customer service experiences via phone, email, and chat, ensuring each interaction exemplifies the Zocdoc commitment to excellence. Strive to exceed user expectations, fostering advocacy and leaving a positive, lasting impression.
• Problem-Solving Assistance: Proactively identify and address patient issues, demonstrating empathy and efficiency in resolving problems and concerns. Assist patients in overcoming challenges and obstacles, ensuring a positive and satisfying experience with Zocdoc.
• Providing a User-Friendly Experience: Ensure users have a seamless and intuitive experience, addressing any challenges they may encounter during the online appointment booking process.
• Connection Building: Approach every interaction with empathy and authenticity, understanding that each connection contributes to the user's perception of the Zocdoc brand, with a primary focus on giving power to the patient. Identify opportunities to enhance user trust and loyalty through personalized and genuine interactions, empowering the patient in their healthcare journey.
• Encouraging Platform Utilization: Serve as a trusted partner to users, understanding their needs and encouraging them to utilize Zocdoc to its full potential, including the online booking feature, always prioritizing the patient's convenience and well-being. Advocate for the value of Zocdoc, promoting engagement and encouraging users to actively connect with healthcare providers on our platform with the patient's first mindset.
• Assisting with Online Booking: Guide and assist patients in navigating the Zocdoc platform to facilitate seamless online appointment bookings.
• Continuously Improving: Provide insights and feedback to contribute to the ongoing improvement of our customer service processes, ensuring they align with our commitment to excellence and core values. Collaborate with the team to implement strategies that enhance the overall patient experience on Zocdoc, with a specific focus on online appointment booking.

• Achieving and maintaining a target Customer Satisfaction Score as measured through customer surveys.
• Adherence to Zocdoc policies, industry regulations, and best practices in every customer interaction, minimizing compliance-related issues.
• Optimal response and resolution metrics for customer inquiries, ensuring efficient and effective service delivery without compromising quality.

• Proven track record of delivering outstanding customer service, with a focus on healthcare or technology-related industries.
• Impeccable written and verbal communication skills, sharp focus, and the ability to flourish in both independent and collaborative settings.
• Empathetic and patient-focused approach to problem-solving.
• Ability to work collaboratively in a dynamic, fast-paced environment.
• Dedication to upholding Zocdoc's mission and brand integrity.
• Proficiency in using and troubleshooting technology, including software and applications.
• Spanish-speaking is a plus.
• In-depth knowledge of the healthcare industry and related terminology (Preferred).
• Proficiency in customer relationship management (CRM) tools (Preferred).
• Ability to assist customers with technical issues or guide them in using Zocdoc's technology effectively (Preferred).
• Familiarity with Zocdoc's platform and services (Preferred).