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ZocDoc’s Company Culture – What’s Been Your Experience?

Posted on August 17, 2015 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Company culture has been in the tech news lately after this lengthy article looking at Amazon’s company culture. However, in the healthcare IT world, I was more interested in this recent article by Business Insider looking at ZocDoc’s company culture. The article paints a brutal picture of a “frat house” mentality together with sexism and drugs. Not a pretty picture and it pains me to even read stories like this. However, this part of the article really stuck out for me:

On the sales floor at ZocDoc, employees say there’s a phrase used over and over again: “churn and burn.” Former employees say this phrase indicates the competitive, often stressful nature of work in ZocDoc’s sales division.

“They are full steam ahead,” one former salesperson told Business Insider. “They have this arrogance in the company where the human capital is of zero value.”

A former employee at ZocDoc told Business Insider that employee turnover at the company is high. The company recruits and brings in batches of new employees regularly because so many end up leaving or quitting, the employee alleges.

I definitely know very little about ZocDoc’s company culture. I do know that they raised a lot of money, very quickly. That puts a lot of pressure on your company. First, you have to hire a lot of people over a very short period of time. That doesn’t leave much time to develop a quality company culture. Second, when you raise that much money, you face enormous pressure to scale the company and deliver results. That’s not an excuse for bad behavior (assuming the Business Insider report is accurate), but it could explain how their company culture got out of control.

Company culture aside, their description of their sales organization mimics what I’ve heard from a number of doctors about ZocDoc. I’ve only ever met one doctor who liked ZocDoc. That doctor felt that he got patients he wouldn’t have otherwise gotten and so it was worth it. Every other doctor I’ve talked to said that ZocDoc charged way too much for new patient referrals and so they didn’t use them.

Outside of doctors’ views on ZocDoc’s pricing model, some doctors told me how aggressive the ZocDoc sales people were with them. They’d tell me about being contacted all the time by their sales people. I remember one practice manager telling me that they would never do business with ZocDoc since they hated their sales approach. The practice manager didn’t talk about the ZocDoc product or service at all. The sales person had ruined ZocDoc with that practice.

After hearing so many practices talk about ZocDoc over the years, it resonated with me when the former salesperson described the “arrogance in the company.” That’s the impression I’d been given by the many practices I’d talk to myself. I’m sure the $97.9 million they’d raised in funding (and reports said they’re raising another $152 million) helped perpetuate that culture.

What’s been your experience working with ZocDoc? I’d love to hear from more doctors and practice managers.

Could Amazon or Facebook Build A Better EMR?

Posted on February 18, 2011 I Written By

Anne Zieger is veteran healthcare consultant and analyst with 20 years of industry experience. Zieger formerly served as editor-in-chief of FierceHealthcare.com and her commentaries have appeared in dozens of international business publications, including Forbes, Business Week and Information Week. She has also contributed content to hundreds of healthcare and health IT organizations, including several Fortune 500 companies. Contact her at @ziegerhealth on Twitter or visit her site at Zieger Healthcare.

As we all know, few EMRs are a breeze to use.  In fact, many have such awkward, counterintuitive UIs that they ought to be thrown back into the pond.

On the other hand, superstar consumer apps like Facebook and Amazon have hooked people by the millions with intuitive, logical interface designs that simply addict users.  (And let’s not forget Apple, whose gift for consumer design has vaulted it from has-been to trend setter for the world.)

One CIO, Dale Sanders of the Cayman Island Health Authority, has taken these  examples and run with them, making what seems like a very strong argument in favor of the these giants’ approach:

In Facebook, we have a perfect framework for longitudinal documentation, collaboration, messaging, and scheduling between a patient and members of their entire care team, including family and friends.

We also have a framework for easily integrating data from other sources to enhance the value to the patient’s healthcare – there’s no equivalent of HL7 interchange going on in Facebook.  It references data located in other sources and systems. Can you imagine Facebook surviving if it required itself to house all the data that it presents?  Facebook takes great advantage of referencing and pointing to data in the source systems.

In Amazon, we have a perfect and familiar metaphor for ordering tests and procedures; tracking them; assessing their costs; rating them and seeing how other clinicians rated those orderables and referrals; and adjusting orders based on the behaviors and ratings of other clinicians, etc.

What makes his thoughts more interesting is that he actually marks up screenshots of key Amazon and Facebook pages, commenting directly on aspects he thinks EMR vendors could adopt.  It’s a thought-provoking exercise:  I recommend you check it out.