• Lead all phases of client onboarding and technical implementation, from scope definition through successful launch and post-go-live transition. • Serve as the strategic liaison between clients, product, and technical teams during setup, configuration, and integration. • Manage and mentor a team of onboarding and solutions specialists, ensuring performance, professional growth, and alignment with organizational goals. • Oversee multiple concurrent implementation projects, balancing short-term deliverables with long-term process improvements. • Collaborate with internal developers to secure credentials, configure APIs/webhooks, and ensure system connectivity. • Drive consistency and scalability within pharmacy product workflows across clients and platforms. • Oversee validation and testing of pharmacy orders in both sandbox and production systems to maintain accuracy and compliance. • Establish and monitor audit practices to ensure templates and order workflows align with clinical, regulatory, and operational standards. • Manage system configuration processes—including product additions, order template design, and integration setup—in coordination with internal and external stakeholders. • Evaluate and optimize technical integrations, identifying issues and implementing sustainable solutions to improve reliability. • Provide feedback and strategic insight to Product and Engineering teams to enhance the RxVortex API and associated user experiences. • Develop, maintain, and enforce SOPs, playbooks, and implementation documentation that ensure consistent delivery and knowledge sharing. • Partner with Learning & Development to keep training content and documentation aligned with evolving tools and workflows. • Cultivate a high-performing, collaborative team culture focused on accountability, innovation, and continuous learning. • Analyze process metrics and client feedback to inform operational improvements and strategic initiatives. • Manage onboarding and integration tracking within HubSpot CRM (or comparable platform) to ensure visibility, accuracy, and compliance. • Uphold the highest standards of confidentiality, security, and regulatory compliance, including HIPAA requirements.

• Helping customers from low and medium-touch journeys through onboarding and offboarding • Helping your teammates with escalations and day-to-day questions on processes and Deel products • Taking additional responsibilities to drive more complex projects, and driving process and product improvements to impact wider teams • Setting up customers to success in timely manner through becoming expert in Deel products • Problem solve Client’s issues and proactively advocate for Client’s success • Partner with internal teams, including Sales, Support, Operations, Product, and Engineering, to deliver the best customer experience • Suggesting and implementing ideas for optimizing customer onboarding workflows through process improvements and product automation. Lead key initiatives and internal projects.

• Conduct virtual interviews with personal trainer applicants. • Evaluate trainers based on professionalism, communication, experience, certifications, availability, and reliability. • Decide whether applicants should move forward in the onboarding process. • Document interview notes and hiring decisions clearly. • Guide approved trainers through onboarding requirements. • Follow up with trainers on missing documents, certifications, profile information, background checks, and system setup. • Keep trainer profiles and onboarding records accurate and up to date. • Communicate with internal teams about trainer readiness, delays, and concerns.

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: As a Specialist, Customer Experience at Zocdoc, you will embody our core values in all interactions, working diligently to deliver exceptional customer service to our provider accounts. You’ll be evaluated on your ability to upsell features and offer tailored solutions to our customers. You will play a vital role in fostering authentic connections, inspiring engagement, and ensuring that healthcare providers can easily access the benefits of Zocdoc's platform through calls, emails, and chat. You’ll enjoy this role if you are… Super-positive and empathetic: you see the best in people and know how to bring it out A team player, who enjoys working in a highly collaborative (and extremely fun!) team environment Passionate about bringing solutions to providers Excited to learn new techniques and systems Your day to day is… Providing best-in-class customer service experiences to our healthcare provider partners through calls, emails, and chat, proactively upsell features, and make it easy for customers to utilize Zocdoc's services effectively Seeking opportunities to make using Zocdoc easy for our providers through multiple channels, streamlining their interactions and improving their overall experience Acting as the voice of Zocdoc, treating each interaction as a chance to create lasting positive impressions, offer proactive solutions,  and humanize the connection between our product and our users. Resolving issues promptly and effectively Developing a deep understanding of Zocdoc's platform and services, inspiring engagement by demonstrating the value we bring to our users through multiple support channels Maintaining accurate records of all interactions, ensuring that our commitment to making healthcare easy is consistently upheld, regardless of the communication method You’d be successful in this role if you have…. Excellent communication and interpersonal skills, both in verbal and written form Customer service experience, preferably in a healthcare or technology-related field Strong problem-solving abilities and adaptability in a fast-paced environment Exceptional organizational skills and attention to detail Dedication to delivering best-in-class customer service and promoting Zocdoc's mission Benefits: Flexible work environment Competitive PTO 100% paid employee health benefit options (including medical, dental, and vision) 401(k) with employer funded match Corporate wellness program with Wellhub Sabbatical leave (for employees with 5+ years of service) Competitive paid parental leave and fertility/family planning reimbursement Cell phone reimbursement Employee Resource Groups and ZocClubs to promote shared community and belonging Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details. 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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