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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 Trust & Safety Associate, your mission is to promote patient and provider trust in the platform and protect the integrity of the marketplace by leading your team in detecting, reporting, and acting on abusive user behavior. As a member of this newly formalized function, you’ll be tasked with executing on Trust & Safety tasks as well as helping build additional structured Trust & Safety workflows in order to keep pace with Zocdoc’s rapidly growing and evolving marketplace.
Zocdoc’s Trust & Safety Operations function is at the nexus of our Community Standards, partnering with cross-functional teams such as Product, Data, Sales, Service, and Legal to execute on mitigating behavior and content that is out of line with the platform’s standards. As a Trust & Safety Associate, you’ll be responsible for the critical daily operations that determine how well Zocdoc’s marketplace represents its standards.
You’ll enjoy this role if you…
- Are a proactive operator who can bridge the gap between strategic policy and hands-on execution
- Are a curious problem-solver who enjoys diving into data to uncover trends and patterns
- Thrive in a fast-paced environment where you can identify issues and quickly communicate insights to the right stakeholders
- Are personally motivated by seeing your work make a tangible impact on the safety of our users and the integrity of our platform, even if your contributions aren’t in the spotlight
- Are comfortable navigating varying levels of ambiguity and can stay focused on the task at hand
- Are confident in engaging in difficult conversations and decisions, especially in writing
- Are proud of the quality of your work, but don't take yourself too seriously
Your day to day is…
- Applying Zocdoc’s Community Standards to ensure our platform is a safe and respectful environment for all users
- Investigating complex cases and user concerns, leveraging data and analytical skills to reach well-reasoned decisions. This includes managing high-volume email correspondence and oral communication with both internal and external stakeholders
- Proactively identifying trends and emerging threats that could put Zocdoc or its users at risk, and escalating key insights to T&S leadership with urgency
- Providing feedback to T&S leadership and product teams to help improve policies, processes, and tools aimed at addressing bad actors and enhancing the user experience
- Partnering daily with cross-functional teams like Service, Sales, Product, Legal, and Marketing to execute on the T&S and company-wide mission
You’ll be successful in this role if you have…
- 1+ years of work experience in a hands-on Trust & Safety, operations, or service role with some customer-facing responsibilities
- Strong written communication skills, with the ability to clearly articulate complex policies and decisions to users via email
- A highly analytical and data-driven approach to problem-solving and decision-making
- Excellent critical thinking skills, with the ability to make sound, high-stakes decisions with real consequences
- Empathy in all situations and resilience, with a deep understanding of user perspectives to navigate and resolve sensitive issues
- Resourcefulness and adaptability, with a proactive approach to solving ambiguous challenges and a commitment to operational excellence
Benefits:
- Flexible work environment
- Competitive PTO
- 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
Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.
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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