Member Experience Coordinator - DC - Spring Valley
About The Position
Small Door is hiring a Member Experience Coordinator for its Spring Valley, Washington, DC location. Small Door provides membership-based veterinary care, including routine and urgent care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed spaces. This position contributes to the member experience and works closely with the medical team in a busy veterinary practice. The coordinator manages front-of-house communications and appointment flow, supports members across routine and emotionally heightened visits, handles billing-related communications, and coordinates care with clinical and external teams. The role also supports selected front-of-house clinical tasks, member outreach, practice growth, and upkeep of a welcoming environment.
Requirements
- At least 2 years of experience in a hospitality-forward role.
- Able to switch quickly between tasks while maintaining quality and composure.
- Strong written and verbal communication skills, including in-person communication.
- Empathetic, particularly when supporting anxious or emotional clients.
- Familiarity with medical billing concepts or ability to learn them quickly.
- Comfort using Slack, scheduling systems, and technology generally.
- 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 support from clinical staff and the Practice Manager as needed.
Nice To Haves
- Veterinary or medical experience.
- Ability or willingness to cover at other NYC locations as needed; this is not required and may support scheduling flexibility and regional career growth.
Responsibilities
- Manage front-of-house communication across phone, Slack, Dialpad, and in-person interactions.
- Coordinate appointment scheduling, wait times, and real-time patient flow in a busy practice.
- Support members during new membership, routine care, sick, and urgent visits with warmth and composure.
- Communicate about medical billing, send surgery estimates, and follow up on outstanding items.
- Coordinate with nurses, doctors, other veterinary practices, and telehealth staff to maintain continuity of care.
- 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 to support practice growth.
- Gather 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 people around you.
- Collaborative team committed to supporting one another.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
