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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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:
The Integration Support Specialist is responsible for ensuring seamless operation and performance for Zocdoc’s EHR integrations, maximizing provider appointment inventory, enabling successful patient bookings, and maintaining information transfer between platforms. This role involves monitoring, troubleshooting, and maintaining integrations to deliver an exceptional client support experience for clients.
Responsibilities
Integration Monitoring & Maintenance:
- Ensure high uptime and performance of complex integrations by monitoring systems, troubleshooting issues, and collaborating with internal and external technical stakeholders
- Perform regular proactive maintenance, including finding optimization opportunities to enhance performance
- Monitor infrastructure health and configurations to maintain system stability
Troubleshooting & Root Cause Analysis:
- Conduct deep-dive investigations into integration errors, reviewing system logs, uncovering root causes, and making configuration adjustments as needed
- Escalate client-side issues to external contacts and thoroughly document bugs for escalation to engineering teams
- Partner with clients and engineering teams to implement long-term solutions
Implementation & Project Management:
- Collaborate with Integration Engineers on developing and testing new integration builds and assisting with client communication
- Own documentation and inter-team training for new integration builds and integration best practices
Client Communication:
- Act as a liaison between clients, internal teams, and external EHR partners to ensure successful integration experiences
What Makes You a Great Fit
- Thrive in dynamic environments and embrace new challenges
- Enjoy simplifying complex issues and communicating effectively with diverse stakeholders
- A motivated self-starter with strong problem-solving and issue-resolution skills
- Passionate about learning and collaborating in a small, dynamic team
- Strong foundation of technical skills and a curiosity to learn more
Qualifications
- 2+ years of experience in a progressively responsible Tier 2 technical support or helpdesk role
- Strong customer service background with excellent oral and written communication skills
- Proficient in troubleshooting tools such as Jira/Confluence, Postman (or similar API tools), and network troubleshooting
- Intermediate PC software troubleshooting experience (e.g., reviewing Windows logs, using command-line tools)
- Bachelor’s degree in a computer-related field, IT certifications, or equivalent relevant experience
- Experience with SQL and advanced Excel functions is a plus
Competencies
- Decision Quality
- Collaboration
- Managing Ambiguity
- Customer Focus
- Nimble Learning
- Effective Communication
- Driving Results
- Managing Complexity
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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