Fast Pass & Accounts
I sent the fastpass to the provider but they have not received their confirmation email.
Have the provider search their inbox & spam folders. The subject line is “Here’s your verification link” and comes from service@mail3.zocdoc.com
What should I do if there is a task that has been completed, but the button to complete the task is still showing on the home page?
Ping the #practice-solutions-sales-reps slack channel and request the task be marked as “complete”
When setting up their profile, the provider selected the wrong profile type. How can this be fixed?
If you have internal permissions to do so, you should delete the incorrect profile and create a new, corrected profile.
If the profile/provider was already qualified, reach out to PDO to have the profile churned.
I’m looking at the Performance Dashboard and noticed there is no option to “manage spend” like usual. Why isn’t this showing?
The “Manage Spending” section will only show if they have Marketplace
I had a meeting scheduled with a provider but it looks like they activated months ago and have already spoken with a CSM. How were they able to schedule a meeting with me?
The self-schedule meeting task was never marked as complete. This should be sent to service
The provider is putting their personal bank account onto their account for payment method and it’s making them check a box that says it’s a business account. She doesn’t have a credit card and was going to set up her personal bank account. What do we do in this scenario?
Ask the provider if they have a debit card for the account that can be used.
The provider’s “Identify Verification” screen won’t load/The provider can’t access ID verification to go live. What should I do?
Have the provider email you a photo of the front and back of their ID. Forward this to trustandsafety@zocdoc.com along with the provider DSP. Drop a message in #trustandsafety requesting a “manual IDV” and include a link to their DSP.
The provider has completed the profile set up and done ID verification, but it still says “Setup Complete” on the profile.
Make sure the provider has been qualified by PDO by checking the qualification case on the account. If you find the qualification case does say “activated”, reach out to PDO directly and ask them to double-check and activate the provider.
When completing the insurance task, the provider indicated they have different insurances for each provider and received a notification someone should be reaching out. I received a list of their insurances, but insurance ops said the practice should set this up themselves. How does this work?
When a practice needs to be advanced mapped at the location level, our insurance ops team will set this up.
If the practice needs to be advanced mapped at just the provider level, our insurance ops team will adjust the account settings to allow provider mapping. The provider can then select individual insurance plans for each provider via their profile settings.
When trying to add a user for the account, an error is populating. What’s causing this?
Double check the email being used. It’s likely already linked to a Zocdoc account for either a patient or another practice.
I’m not seeing an option to activate this provider on the marketplace. Everything looks good and there are no open/pending cases.
If the account sits too long without a location being added, PDO may turn off the availability feed mapping. You can check this from the provider DSP > Feed Mappings. If you find feed mapping has been turned off, reach out to PDO to turn this back on.
Also ensure all needed tasks have been completed before attempting to activate (adding locations, providers, availability, card on file etc.)
The office staff on the account do not have the option or ability to edit visit reason lengths within the provider’s profile. Is this an access issue?
For some integrations, visit reason lengths cannot be edited after the integration is set up. You should double-check against the PMS checker and reach out to IS if these need to be adjusted.
Going through the Calendar Integration flow from the homepage, the client is receiving the message “You’re ineligible for an integration” but they’re using a system we integrate with. Why is this happening and how can it be resolved?
If no software is selected in the sign-up flow, the integration flow will recognize this as a selection of “My software isn’t listed” resulting in messaging that they are ineligible for integration. We will have to manually update their software selection to the correct option in order for the setup flow to correct itself
When using the fastpass link to create the account, the password page won’t let them click continue and is grayed out.
This usually means they are already logged in somewhere (as a patient or provider). Have them navigate to Zocdoc.com and log out. If this still does not resolve the issue, use an incognito window.
The provider added themselves and verified their identity but it’s appearing as if they haven’t completed any of the tasks and they cannot be activated.
Confirm the provider has been qualified and all tasks have been completed. If the issue persists, the easiest workaround is to add a fake provider which will trigger the tasks to “complete” and then delete the fake provider.
The Google Booking Button was added to a practice’s Google Business page without any set up being completed for the install. How can I take it off?
Use the following reactive message from the approved messaging here: "We’re aware of an issue that made some of your providers bookable through your Google business profile. You had previously asked us to turn this off, so we are working to resolve this."
Note: This may take Google up to 7 business days to process the change.
The provider created an account but used the wrong email so they’re unable to verify the account or log in.
Since the account can’t be verified via email, have the provider go through the signup flow again using the correct email address. This will create a new opportunity in salesforce with the DSP link. Copy the new DSP link, and close the new opportunity out as a duplicate. Make sure to add the new, correct DSP link to the opportunity you’re working.
The provider sent me a picture saying the review link was leading to an error page. Why is this happening?
This is expected behavior as the link is intended to be used by patients. This will happen when the provider is logged into Zocdoc. This will also happen to us as logged-in internal users. To resolve, they should log out, or use incognito mode