Member Experience Lead — Veterinary Care & Front Desk

Small Door Veterinary; Street; On-site; EUR 36,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company match

Paid time off

Parental leave

Company holidays

Commuter benefits

Wellness stipend

Discounted care

Job summary

Small Door Veterinary is seeking a friendly Member Experience teammate to own front-of-house communications across phone, Slack, and in-person interactions while maintaining a calm and welcoming atmosphere for pets and their families.

You will manage appointment scheduling, support members through all types of visits, assist with medical billing communications, and coordinate with nurses and doctors to keep care moving smoothly. The role includes opportunities for growth within the NYC region.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Comfortable switching between tasks quickly without compromising quality or composure.
• Strong written and verbal communication; in-person interactions matter.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person throughout the day.
• Manage appointment scheduling, wait times, and real-time flow of a busy practice.
• Support members through visits—new memberships, routine care, urgent visits—with warmth and steadiness.
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items.
• Coordinate with nurses, doctors, other practices, and telehealth staff to keep care moving smoothly.
• Assist front-of-house clinical tasks such as prescription hand-off and drop-offs.
• Drive proactive member outreach, pre-booking, and Google review solicitation.
• Seek member feedback and route to the right channels.
• Maintain a clean, welcoming, on-brand environment reflecting our care commitment.

Skills

Hospitality-focused

Veterinary/Medical experience

Strong communication

Empathetic by nature

Medical billing concepts

Slack familiarity

Scheduling systems

Weekend availability

Physical ability 25 lbs

Team collaboration

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door Veterinary is seeking a friendly Member Experience teammate to own front-of-house communications across phone, Slack, and in-person interactions while maintaining a calm and welcoming atmosphere for pets and their families.

You will manage appointment scheduling, support members through all types of visits, assist with medical billing communications, and coordinate with nurses and doctors to keep care moving smoothly. The role includes opportunities for growth within the NYC region.