Member Experience Coordinator - DC - Spring Valley
About The Position
Small Door is a membership-based veterinary care service focused on providing high-quality, accessible, and compassionate care. Following a merger with Bond Vet, the combined organization operates over 55 clinics and serves a significant pet population. This role is crucial in advancing the company's mission to transform veterinary care. The Member Experience team works closely with the medical team, interacting directly with members and their pets. The company emphasizes a healthy work-life balance through technology and a positive work culture, and holds Certified B-Corp status.
Requirements
- 2+ years in a hospitality-forward role.
- Comfortable switching between tasks quickly without losing quality or composure.
- Strong communicator — written, verbal, and in the room.
- Empathetic by nature, especially with anxious or emotional clients.
- Familiar with medical billing concepts or eager to learn them fast.
- Comfortable with Slack, scheduling systems, and tech in general.
- Available for 40 hours/week including one weekend day.
- Able to lift up to 25 lbs occasionally.
- Comfortable working occasional solo shifts.
Nice To Haves
- Veterinary or medical experience is a genuine plus.
- Ability or willingness to cover at other NYC locations as needed.
Responsibilities
- Own front-of-house communication across phone, Slack, Dialpad, and in-person.
- Manage appointment scheduling, wait times, and real-time flow of a busy practice.
- Support members through all types of visits with warmth and steadiness.
- Handle medical billing communications, send surgery estimates, and follow up on outstanding items.
- Coordinate closely with nurses, doctors, other veterinary practices, and telehealth staff.
- Assist with front-of-house clinical support tasks such as prescription medication hand-off and drop-offs.
- Drive proactive member outreach, forward pre-booking, and Google review solicitation.
- Seek out member feedback and route it to the right channels.
- Maintain a clean, welcoming, on-brand environment.
Benefits
- Competitive salary
- Health, dental + vision insurance
- 401K (plus 4% company match)
- Upward mobility and growth opportunities
- Generous paid-time off, parental leave, and company wide holidays
- Commuter benefits
- Monthly Health & Wellness stipend
- Discounted veterinary care for your loved ones
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
