Specialist, Trust & Safety

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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 Trust & Safety Specialist, your mission is to promote patient and provider trust in the platform and protect the integrity of the marketplace by detecting, reporting, and acting on abusive user behavior. As a member of this function, you’ll be tasked with moderating user-generated content on Zocdoc, as well as classifying reports and taking action on situations involving users who are suspected of violating the Community Standards. You will work in partnership with the U.S. Trust & Safety Associates and support additional Trust & Safety workflows 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 Specialist, you’ll be responsible for a portion of the critical daily operations that determine how well Zocdoc’s marketplace represents its standards.

You’ll enjoy this role if you…

Thrive in settings where resilience and grit are required
Are enthusiastic about bringing support to both patients and providers
Have a fervent flame to learn and adapt to new skill-sets and processes
Are outstanding in communicating effectively (both verbal and written)
Are personally motivated by seeing your work make an impact on the world, but are okay with not being in the spotlight
Have a keen eye for detail and can capture discrepancies efficiently
Are remarkable at time management

Your day to day is…

Enforcing Zocdoc’s Community Standards to ensure all participants on our platform feel safe and respected
Moderating user-generated content so that it meets Zocdoc policies and Community Standards
Become and remain deeply knowledgeable on Zocdoc’s Community Standards and policies
Interpret and apply policies and guidelines to content
Review the content within agreed turnaround times and standards of quality
Interpreting and classifying situations involving users who are suspected of violating the Community Standards
Taking actions involving users who are suspected of violating the Community Standards
Working in partnership with the U.S. Trust & Safety Associates team
Alert U.S. T&S of any threats or activities that could put Zocdoc or its users at risk
Provide feedback to T&S leadership to help improve policies and processes meant to address and eliminate bad actors

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

Have 0.5-1 year of relevant experience, a content moderation background is a nice-to-have
Excellent verbal and written communication skills in English
Attention to detail and sharp focus
Resilience and persistence to handle routine daily tasks efficiently and accurately
Knowledge/basic understanding of CRM (Salesforce), Service tools (ie, email templates), and SQL would be an added advantage

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.
Reimbursement for a daycare/creche facility for kids
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 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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