We believe practices should only pay for the connections Zocdoc helps create.

You pay when Zocdoc helps a patient discover your providers. You don’t pay when patients are already looking for providers at your practice because of the reputation you’ve built, or when they book through partners who work with Zocdoc to make bookings free to providers, such as insurance directories.

We call bookings where Zocdoc helps a patient discover your providers discovery bookings. We call bookings from patients who are already looking for providers at your practice reputation bookings.

Discovery bookings are paid. Reputation bookings are free.

You pay a one-time booking fee for discovery bookings - bookings when Zocdoc helps a patient discover and book your providers across Zocdoc or partner sites. You pay once for each new patient-provider connection Zocdoc helps create.

You don’t pay for reputation bookings — bookings from patients who are already looking for providers at your practice because of the reputation you’ve built.

This includes:

You also don’t pay for bookings through partners who work with Zocdoc to make bookings free to providers, such as insurance directories.

On Zocdoc, we use whether the patient is new or existing. To determine this, we use information available through Zocdoc, including:

On partner sites, we also use whether the patient searched for your providers or practice by name. These signals help distinguish patients who were already seeking out your providers from those who discovered you through Zocdoc. When search type isn't available, we apply the pricing model that best reflects how patients typically search on that channel.

Discovery booking fees vary based on provider specialty and location. If your practice has multiple specialties, the booking fee will reflect the specialty of the provider booked. If a provider has multiple specialties, booking fees will be based on the provider’s highest-rate specialty.

To determine these fees, we worked with an outside agency that analyzed the fair market value for similar services as well as no-show and patient cancellation rates.

The booking fee is charged at the time of booking, regardless of whether the patient ultimately attends the appointment. Our pricing reflects expected cancellation and no-show rates. Learn more about how Zocdoc helps to minimize cancellations and no-shows.

Visit your performance dashboard to see your total bookings and the percentage of bookings you paid for. This helps you understand the mix of paid discovery bookings and reputation bookings which are free.

Your Appointment Report shows detailed patient and appointment information, as well as appointment outcomes and more.

Invoices are generated monthly, at the beginning of each month, for the previous 30 days of bookings. You can access your invoices in your Zocdoc account by navigating to your Settings and then going to Billing. This is also where you can add or update your payment method.

There are no upfront fees or subscription costs to join Zocdoc.

If you use Sponsored Results, you pay a sponsored fee in addition to the Zocdoc discover booking fee (up to your bid).

If you use Practice Solutions, you pay a per-provider monthly service fee to help your practice perform better.

A discovery booking fee may apply if the patient previously booked with your practice but not with the specific provider they selected. Zocdoc considers a patient “existing” based on their relationship to the provider, not the practice as a whole.

We use the information available to Zocdoc to determine whether a patient is existing or already looking for your providers. This includes what the patient selects when booking, whether they’ve booked that provider through Zocdoc before, and, on some partner sites, how they searched.

We don’t check your EHR. So even if a patient has been to your practice before, the booking may still be a discovery booking if the information available to Zocdoc doesn’t show that they’re an existing patient or were already looking for providers at your practice.

If you believe you were charged for a reputation booking that should have been free because it was an existing patient, you can submit a claim within 7 days of receiving the booking.

We’ll review your claim. If we confirm that the patient is an existing patient, the discovery booking fee will be applied as a credit to your account.

Discovery booking fees are charged when a new patient books an appointment through Zocdoc, even if they end up rescheduling or don’t show up for their appointment.

We waive fees for some patient cancellations in good faith and monitor behavior from practices and patients to ensure a positive experience for our community. In some cases, you may not be charged if a patient cancels within 24 hours of making the booking, provided the appointment has not yet occurred.

The booking will still appear on your performance dashboard as a discovery patient booking, but your Appointment Report will show the status as Patient cancellation.

No, per Zocdoc’s User Agreement and Community Standards, providers cannot pass on the booking fee to patients. Charging patients more who book through Zocdoc would be grounds for removal from the platform.

If a patient needs to cancel their appointment, you can direct them to cancel through Zocdoc themselves, or you can cancel on their behalf. If you use a Calendar Integration you can cancel directly in your EHR. If you don’t use a Calendar Integration, please cancel the appointment through Zocdoc and select the cancellation reason that most accurately represents the situation.

You’re charged the discovery booking fee when the booking is made, not when the appointment takes place. For example, you’ll see the fee for a booking made on Sept. 30 on your September bill, even if the appointment isn’t until Oct. 10. When the booking is made, you receive the patient’s contact information, including a verified phone number, so you have a reliable way to contact the patient if needed. You can also use Zocdoc’s Request to call feature to text the patient and ask them to contact your office.