Team Lead, Patient Experience

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Healthcare should work for patients, but it doesn't. In their time of need, they call down outdated insurance directories.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 ability to delight patients hinges on every frontline interaction. As a Patient Experience Team Lead, you are the real-time force multiplier who keeps our support engine humming—owning live queue execution, safeguarding SLAs, and coaching reps in the moment. By driving clarity, championing process discipline, and surfacing insights to leadership, you ensure each patient receives fast, accurate, and caring help while the broader service organization scales smoothly.

You'll Enjoy This Role If You Are…

• Energized by "in-the-moment" leadership. You thrive in a live-ops setting—monitoring dashboards, triaging escalations, and making rapid, data-driven decisions.
• A natural coach and communicator. You love giving crisp, actionable feedback that unlocks rep performance and elevates team morale.
• Process-minded and detail-oriented. Executing (and continuously improving) foundational workflows like audits, reports, and queue hygiene feels second nature.
• Customer-focused. You measure success through every patient's experience and model patient-centric decision-making for the team.
• Flexible and ownership-driven. When priorities shift, you step into adjacent workflows or coverage gaps without missing a beat.
• Serious about the work, not yourself. You bring urgency and accountability—plus enough humor to keep things human.

Your day-to-day is…

• Anchoring Supervisor Coverage

• Monitor live dashboards across channels, adjust staffing in real time, and resolve escalations to protect SLAs and CSAT.

• Provide on-the-fly coaching, clarifying expectations and reinforcing best practices.

• Executing & Optimizing the Playbook

• Own scheduling checks, contact audits, reporting, and queue hygiene; pilot micro-fixes and share insights with leadership.

• Coaching & Team Support

• Deliver targeted coaching sessions, assist with onboarding/upskilling, and maintain a strong feedback loop with your Manager.

• Communication & Alignment

• Run daily huddles, monthly meetings, and knowledge bursts; cascade updates from CX leadership and represent the "voice of the floor.

• Flex Responsibilities

• Step into adjacent workflows or cross-coverage when volume spikes or team transitions demand it.

You'll be successful in this role if you have…

• A patient-first mindset and the judgment to balance speed, accuracy, and empathy in every interaction.
• 1+ year of frontline leadership (Team Lead, Supervisor, or similar) OR demonstrable experience influencing peer performance.
• Proficiency with support tech (Google Workspace, Salesforce or comparable CRM, service tools, dashboarding).
• Strong written & verbal communication skills—from Slack triage to coaching narratives.
• A data-driven approach to spotting trends, prioritizing fixes, and reporting outcomes.
• Bias to action & humility—you own results, seek feedback, and treat everyone with respect.
• Preferred but not required: Experience in healthcare technology or a high-volume CX environment.

Benefits

• An incredible team of smart and supportive people
• A competitive compensation package, including attractive medical insurance
• Amazing perks – think catered lunch every day, Ping Pong, etc.
• Daycare/creche facility for kids
• The chance to create a better healthcare experience for millions of patients
• Corporate wellness programs with Headspace. Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check-ups
• Zocdoc is certified as a great place to work in

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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