Specialist, Customer Experience (Pune)

You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked.  

We’re here to give power to the patient. 

For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more.

Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting. We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking.

Fixing healthcare starts with fixing access to it. And we're still just getting started.

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).