Trainer, Customer Experience
Zocdoc
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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 18 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 Customer Experience Trainer, you’ll play a meaningful role in scaling and evolving our training function, ensuring our CX team is equipped with the knowledge and tools they need to deliver best-in-class support to patients and providers. You’ll be instrumental in designing and facilitating engaging learning experiences and ensuring knowledge consistency across the Customer Experience organization.
You’ll enjoy this role if you are…
- Personally motivated by enabling others to thrive through impactful education and coaching
- Passionate about simplifying complex topics and tailoring content to diverse learning styles
- Organized and proactive, with strong attention to detail and time management skills
- Energized by cross-functional collaboration and communication
- A problem-solver who is continuously seeking ways to improve training programs and learner engagement
- Able to balance autonomy with alignment and drive forward initiatives with minimal oversight
- Serious about your work, but not about yourself – a sense of humor and resilience goes a long way here!
Your day to day is…
- Leading engaging and interactive training sessions for new Customer Experience hires
- Facilitating ongoing training on product updates, process improvements, and skill development
- Supporting certification assessments and gathering trainee feedback to continuously refine the learning experience
- Assisting in the development and upkeep of training materials – including decks, eLearning modules, and resources – using adult learning best practices
- Maintaining alignment between training materials and knowledge base content
- Partnering with QA, CX Leadership, Product Marketing, and other stakeholders to surface learning opportunities and address knowledge gaps
- Administering and maintaining training logistics such as attendance tracking and impact reporting
- Participating in team debriefs to share insights and help evolve Zocdoc’s training strategy
You’ll be successful in this role if you have…
- An unrelenting desire to build more equitable, inclusive and diverse workplaces. You view this role as an opportunity to create positive change
- Meaningful 5+ years experience in training, facilitation, onboarding, or a similar support role, 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…
- 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
- Phone and Wifi bill reimbursement
- Zocdoc is certified as a Great Place to Work 2022-2026
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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