There are no upfront fees or subscription costs to join the Zocdoc Marketplace. You're only charged a one-time booking fee when a new patient books through the Zocdoc app or website. The booking fee is incurred at the time of booking, regardless of whether the patient ultimately attends the appointment.
Zocdoc sends multiple reminders via email and text to improve show rates. While no-shows are a reality for any practice, the pricing structure accounts for this. Learn more about how Zocdoc helps to minimize cancellations and no-shows.
What bookings am I charged for?
You will be charged for:
New patient bookings through the Zocdoc Marketplace app or website.
You will not be charged for:
Existing patient bookings with a provider they’ve seen before, even if they book through the Zocdoc Marketplace.
Bookings through your Book Online Button or your Google Business Profile.
How are new patient booking fees determined?
New patient 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.
Where can I see my bookings?
Visit your performance dashboard to see your total bookings. Your Appointment Report shows detailed patient and appointment information, as well as appointment outcomes and more.
Where can I see my invoices?
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.
Frequently asked questions
How do you define a new patient booking vs. an existing patient?
Patients self-identify as “new” or “existing” when they book their appointment. Zocdoc will automatically treat any patient as “existing” if they previously booked with the same provider through Zocdoc, even if they self-identify as “new” when booking a second appointment. This means that if a patient books with the same provider multiple times, you’re only charged a new patient booking fee for the first booking. Zocdoc will recognize them as an existing patient for subsequent bookings and you will not be charged an additional fee.
Why was I charged for a patient that has booked with my practice before?
If a patient makes an appointment at a practice they have gone to before, but with a provider they have not seen, Zocdoc considers this a “new” patient. If they book with a provider they’ve seen before, then they would be considered an “existing” patient.
What if a patient marks that they’re a new patient, but they’re actually an existing patient?
If you believe a patient mistakenly identified themselves as a new patient, report it to us within 7 days of receiving the booking:
Go to your Appointment Report.
Find the relevant appointment and click on the three dots on the far right (last column).
Click on “Submit a claim that this is an existing patient.”
Review the pop-up and enter the patient’s last appointment date. Submit your claim by checking the box to confirm the patient has previously seen the provider and then click “Submit.”
We will review your claim. If the Zocdoc team can confirm this is an existing patient, the new patient booking fee will be applied as a credit to your account. If your claims are found to be submitted in bad faith, your account may be suspended.
What if a patient reschedules, cancels, or doesn’t show up for their appointment?
The booking fee is 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 new patient booking through the Zocdoc Marketplace, but your Appointment Report will show the status as Patient cancellation.
What should I do if a patient asks me to cancel an appointment for them?
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.
Why am I charged for patients I haven’t seen yet?
You’re charged the new patient 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.
Can I charge patients for the Zocdoc booking fee?
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.