Member Experience Coordinator - DC - Spring Valley

Small Door Veterinary • Washington, DC

2d

About The Position

Small Door is a membership-based veterinary care provider offering routine, primary, and urgent care, 24/7 telemedicine, transparent pricing, and modern hospitality. The Member Experience Coordinator contributes to the member experience at the Spring Valley location, working closely with the medical team and members and their pets. The role is part of a supportive, collaborative team focused on exceptional care, a positive work culture, and healthy work/life balance.

The coordinator manages front-of-house communication and practice flow, supports members across routine and urgent visits, handles billing-related communication, and coordinates with clinical and telehealth teams. The role also supports member outreach and practice growth while maintaining a clean, welcoming environment.

Requirements

• At least 2 years of experience in a hospitality-forward role.
• Able to switch between tasks quickly while maintaining quality and composure.
• Strong written, verbal, and in-person communication skills.
• Empathetic, especially when working with anxious or emotional clients.
• Familiarity with medical billing concepts or willingness to learn them quickly.
• Comfortable using Slack, scheduling systems, and technology in general.
• Available to work 40 hours per week, including one weekend day.
• Able to lift up to 25 pounds occasionally.
• Comfortable working occasional solo shifts, with clinical staff and the Practice Manager available for support as needed.

Nice To Haves

• Veterinary or medical experience.
• Willingness to cover at other NYC locations as needed; this is not required and may provide scheduling flexibility and regional career-growth opportunities.

Responsibilities

• Manage front-of-house communication across phone, Slack, Dialpad, and in-person interactions.
• Coordinate appointment scheduling, wait times, and the real-time flow of a busy practice.
• Support members during new memberships, routine care, and emotionally heightened sick or urgent visits.
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items.
• Coordinate with nurses, doctors, other veterinary practices, and telehealth staff to keep care moving.
• Assist with front-of-house clinical support tasks, including prescription medication hand-offs and drop-offs.
• Conduct proactive member outreach, forward pre-booking, and Google review solicitation.
• Seek member feedback and route it to the appropriate channels.
• Maintain a clean, welcoming, on-brand environment.

Benefits

• Competitive salary.
• Health, dental, and vision insurance.
• 401(k) with a 4% company match.
• Upward mobility and growth opportunities.
• Generous paid time off, parental leave, and company-wide holidays.
• Commuter benefits.
• Monthly health and wellness stipend.
• Discounted veterinary care for employees' loved ones.
• Opportunity to make an impact on the people around you.
• Collaborative team that supports employees and shares the company's core values.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed