Member Experience Concierge for Veterinary Care Growth

Small Door; Washington (District of Columbia); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company match

Generous paid time off

Commuter benefits

Wellness stipend

Discounted veterinary care

Career growth opportunities

Job summary

Small Door is seeking a Front Desk & Member Services Associate in Washington, DC to manage front-of-house communication across channels, scheduling, and member care. You will coordinate with nurses and doctors to ensure seamless visits and assist with billing communications and outreach activities.

The role emphasizes warmth, empathy, and reliability, with weekend availability and comfort with tech tools like Slack and Dialpad. Growth opportunities exist within a collaborative team environment.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Able to switch between tasks quickly while keeping quality and composure.
• Strong written and verbal communication; empathetic with anxious clients.
• Comfortable with Slack, scheduling systems, and general tech.
• Available for 40 hours/week including one weekend day.

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 visits with warmth and steadiness.
• Handle medical billing communications and follow up on outstanding items.
• Coordinate with nurses, doctors, and telehealth staff to keep care moving.
• Assist with front-of-house clinical support tasks such as prescription hand-offs.
• Drive member outreach and review solicitation to support growth.
• Gather member feedback and route to the right channels.
• Maintain a clean, welcoming environment that reflects exceptional care.

Skills

Front-of-house communication

Hospitality experience

Customer service

Medical billing knowledge

Tools

Slack

Scheduling systems

Dialpad

Job description

Small Door is seeking a Front Desk & Member Services Associate in Washington, DC to manage front-of-house communication across channels, scheduling, and member care. You will coordinate with nurses and doctors to ensure seamless visits and assist with billing communications and outreach activities.

The role emphasizes warmth, empathy, and reliability, with weekend availability and comfort with tech tools like Slack and Dialpad. Growth opportunities exist within a collaborative team environment.