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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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
As a phone AI Analyst, you will play a crucial role in improving our voice agent that helps healthcare providers manage patient communications efficiently. Your analysis and insights will directly contribute to enhancing the accuracy of our automated call categorization system, ultimately helping healthcare practices provide better service to their patients.
You'll enjoy this role if you are:
- Passionate about improving healthcare technology through data-driven insights
- Detail-oriented with strong analytical skills and an eye for patterns
- Comfortable working with AI tools and providing feedback on their performance
- A clear communicator who can effectively document findings and recommend improvements
- Excited about working in a fast-paced environment where your input drives product development
- Self-motivated and able to balance multiple priorities while maintaining attention to detail
Your day-to-day is:
- Reviewing and analyzing call recordings and transcripts to validate AI categorization accuracy
- Identifying new call categories and patterns that should be incorporated into the AI system
- Documenting and tracking categorization errors to help improve the AI model's performance
- Collaborating with the development team to provide detailed feedback on system improvements
- Creating and maintaining documentation for call categorization guidelines
- Participating in regular team meetings to discuss findings and prioritize improvements
- Contributing to the development of quality metrics and performance standards
You'll be successful in this role if you have:
- At least Higher Secondary Certificate with minimum of 60%
- 1-2 years of work experience
- Prior experience in customer service or a role involving voice interactions is a plus.
- Excellent verbal and written communication skills in English
- Ability to learn quickly and readily adapt to change
- Strong analytical skills, attention to detail and sharp focus
- Strong interpersonal and team skills, but still be able to work independently to accomplish team goals
Note: We are looking for candidates who will be flexible to work from the office all 5 days in a 12:00 PM-9:00 PM IST shift.
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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