Manager, Provider Experience – Customer Experience

October 21

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Zocdoc

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Healthcare Insurance • Marketplace • Wellness

Zocdoc is a digital health platform that connects patients with healthcare providers, allowing users to book appointments online with doctors and dentists who accept their insurance. The service offers a wide range of specialties, including primary care, dentistry, ob-gyn, dermatology, and psychiatry, among others. Zocdoc aims to make healthcare access easier by providing an app for appointment scheduling and management, enhancing the visibility and reputation of healthcare providers through verified reviews, and serving as a partner for health systems and private practices. The company does not provide medical advice but facilitates the connections and processes necessary for patients to access healthcare services efficiently.

501 - 1000 employees

Founded 2007

⚕️ Healthcare Insurance

🏪 Marketplace

🧘 Wellness

💰 $150M Private Equity Round on 2021-02

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Unlimited PTO • 100% paid employee health benefit options • Employer funded 401(k) match • Corporate wellness programs with Headspace and Peloton • Sabbatical leave (for employees with 5+ years of service) • Competitive parental leave • Cell phone reimbursement • Great Place to Work Certified