Member Experience Concierge

Small Door Inc.; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Small Door Inc. is seeking a dedicated Member Experience team member to manage front-of-house communication and scheduling in a bustling veterinary practice in New York City.

You will support members through visits, assist with billing communications, and collaborate with nurses, doctors, and telehealth staff to ensure smooth care delivery. The role emphasizes warmth, steadiness, and exceptional customer service, with weekend availability and the flexibility to cover at other NYC locations as

Qualifications

• 2+ years in a hospitality-forward role.
• Comfortable switching between tasks quickly without compromising quality.
• Strong communicator in writing and speech.
• Empathetic, especially with anxious or emotional clients.
• Familiar with medical billing concepts or eager to learn them.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person — simultaneously, all day.
• 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 to keep care moving without gaps.
• 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 to support practice growth.
• Seek out member feedback and route it to the right channels.
• Maintain a clean, welcoming, on-brand environment that reflects our commitment to exceptional care.

Skills

Hospitality experience

Strong communication

Empathy

Tech-savvy

Scheduling systems

Team collaboration

Weekend availability

Physical adaptability

Tools

Slack

Dialpad

Job description

Small Door Inc. is seeking a dedicated Member Experience team member to manage front-of-house communication and scheduling in a bustling veterinary practice in New York City.

You will support members through visits, assist with billing communications, and collaborate with nurses, doctors, and telehealth staff to ensure smooth care delivery. The role emphasizes warmth, steadiness, and exceptional customer service, with weekend availability and the flexibility to cover at other NYC locations as