May 07, 2025

FHC #174: Zocdoc CEO says AI will cure healthcare’s scheduling chaos

45 minutes

In the latest episode of Fixing Healthcare, hosts Dr. Robert Pearl and Jeremy Corr welcome Oliver Kharraz, founder and CEO of Zocdoc, for a conversation about the power of technology to eliminate one of medicine’s biggest pain points: access.

This interview, part of Season 10’s focus on transformative technology, spotlights Zocdoc’s role as a digital marketplace where patients can search for providers by specialty, insurance, availability and location. As Kharraz explains, Zocdoc aims to be the “connective tissue” of healthcare, streamlining care navigation while empowering both patients and providers.

Here are four key insights from the episode:

Regulatory red tape still strangles innovation: Kharraz recalls how outdated laws nearly shut down Zocdoc in its early days. Because federal regulations didn’t clearly address whether providers could be charged per appointment booked, Zocdoc was forced into a flat-fee model that stifled its growth. “It took us years to secure permission,” he says, but it proved that reform is possible when innovators persist.

AI will revolutionize patient access, starting with the phone. Zocdoc is rolling out Zo, an AI-powered phone assistant that autonomously handles 70% of inbound scheduling calls. Kharraz calls the phone “bad for business” because it wastes staff time, frustrates patients and leaves money on the table. Zo offers real-time, friendly and flexible support without hold times, dramatically improving the patient experience and ROI.

Healthcare needs a ‘Shopify,’ not a walled garden. According to Kharraz, most healthcare platforms create friction by forcing patients to juggle multiple logins and portals. Zocdoc’s model is open, decentralized and designed to integrate with EHRs, insurance systems and external platforms. It prioritizes ease and choice. “We’re not trying to be the only platform,” he says, “we’re trying to manage the complexity.”

The future is patient-centered, not provider-centric. Kharraz envisions a healthcare experience where patients receive proactive support — from appointment reminders to prescription refills — through augmentative AI that acts like a superhuman assistant. He’s optimistic that a more personalized, consumer-driven model is emerging. “This doesn’t come at the provider’s expense,” he says. “Both sides benefit when the right match is made.”

Kharraz has long championed patient-first thinking. This conversation not only explains how Zocdoc is improving access today, but where digital health innovation is headed next. Don’t miss it.

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Fixing Healthcare is a co-production of Dr. Robert Pearl and Jeremy Corr. Subscribe to the show via Apple, Spotify, Stitcher or wherever you find podcasts. Join the conversation or suggest a guest by following the show on Twitter and LinkedIn.

The post FHC #174: Zocdoc CEO says AI will cure healthcare’s scheduling chaos appeared first on Fixing Healthcare.

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