In the last year, Zocdoc said its revenue has increased, after growing 35% year-over-year in 2019, though it wouldn’t share exact numbers. For instance, medical networking company Doximity and health IT company athenahealth added new telehealth services. Other firms quickly scrambled to roll out their own telehealth platforms, too. “We expect in the long run, that’s where telehealth will shake out,” he said. Now, bookings for in-person visits have recovered to pre-pandemic levels, while telehealth bookings are up 20%. He also found that patients, by far, were choosing doctors that were in close proximity to them, even for a telehealth visit. “It turned out that when patients were given the case between an acute service and a service where they could select the doctor, they chose the latter by a ratio of 10:1,” Kharraz said in a phone interview. The company tested that against a different model where patients could schedule a visit with a doctor that they’d normally see in-person. In its first foray into telehealth in 2020, Zocdoc tried to build what everyone else was doing - an urgent care platform that connects patients to the first doctor available.
Before the pandemic, telehealth visits only accounted for 1% of appointment bookings through Zocdoc - it wasn’t necessarily something that its users were seeking at the time. Oliver Kharraz said the company tried a few different flavors of telehealth before finding a model that patients preferred.
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