Provider Experience Manager, Zocdoc
Customer Experience
$88.1-100k
API connecting patients to doctors
Open for applications
API connecting patients to doctors
1001+ employees
Open for applications
$88.1-100k
1001+ employees
Company mission
To give power to the patient by delivering the accessible, seamless, and simple experience patients expect and deserve.
Role
Who you are
- Personally motivated by developing talent and empowering a team to achieve ambitious goals
- Autonomous, urgent, and creative. You genuinely love solving complex challenges and driving continuous improvement in customer experience
- Highly empathetic and dedicated to fostering a positive and inclusive team culture
- Passionate about delivering exceptional customer service and driving high provider satisfaction
- A natural leader who thrives in a dynamic, fast-paced environment
- The kind of person who takes full ownership of their team's success and consistently strives for excellence
- Serious about your work, but not about yourself. Let’s face it - the way things are going, you kind of need a sense of humor
- 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 leading and managing customer experience or client success teams, preferably in the healthcare industry
- Passion for delivering best-in-class customer service and promoting a customer-centric culture
- A compassionate but consultative, and confident approach with team members and customers
- A fundamental understanding of performance management, talent development, and stakeholder communication
- The mentality of an entrepreneur/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
What the job involves
- Zocdoc’s most important asset is our people. As a Manager, Provider Experience, you’ll play a meaningful role in making sure our providers receive best-in-class support, maximizing their value from Zocdoc, and fostering a high-performing, inclusive team environment
- Fully owning the leadership and management of a team of Provider Experience Specialists to deliver exceptional customer service
- Authentically coaching team members at various performance levels, fostering their growth and development
- Building and fostering relationships with your direct reports, cross-functional stakeholders, and senior leadership
- Identifying challenges and opportunities in the role and correctly identifying the primary ones that impact the business
- Solutionizing with senior leadership and effectively communicating with cross-functional stakeholders
- Creating bespoke Salesforce Reports (or Dashboards) to quickly diagnose team challenges and effectively communicating performance metrics to your manager and the leadership team
- Providing supervisor coverage and support, handling all escalated issues, including complex technical issues and staffing adjustments
Our take
The healthcare system often runs on inefficiencies; patients call outdated directories, wait weeks for a visit to a professional and are often hit with surprise bills. Zocdoc was founded to streamline the healthcare experience by putting the patient first.
The platform allows millions of users each month to view open appointment times with doctors, book instantly online, read verified reviews, and keep up-to-date with checkups. The platform works for both in-person and virtual care – the latter of which has seen a substantial increase in demand. Zocdoc is one of the few companies tackling these problems in healthcare.
The company has solidified its position in the SaaS space, in part by forming partnerships with companies such as WellHive, a leader in digital care, to drive healthcare support for veterans. Going forward, Zocdoc will continue to invest in its platform to optimize its services for its users.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2021
$150m
GROWTH EQUITY VC
Aug 2015
$130m
SERIES D
Total funding: $374m
Company benefits
- 100% paid employee health benefit options
- Vacation and parental leave packages
- Lunch and snacks on us (in-office)
- Cell phone reimbursement
- Corporate wellness programs with Headspace and Peloton
- Employer funded 401(k) match
Company HQ
SoHo, New York, NY
Leadership
Oliver Kharra
(CEO & Co-Founder)Oliver trained as a doctor in Germany before moving into consulting where he worked for McKinsey. During his seven-year tenure at McKinsey & Co., Oliver developed and implemented new patient utilization models for the national health services of a number of governments and major hospital chains
Nick (Nikhil) Ganju
(Co-Founder)Nick has extensive experience in product development, database management and site architecture. He was responsible for building the earliest iterations of ZocDoc and directly overseeing its development for many of its first years
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