Member Experience Coordinator - DC - 14th Street

Small Door Veterinary; Washington; On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Health, dental + vision insurance

401K with company match

Generous paid time off

Commuter benefits

Discounted veterinary care

Growth opportunities

Job summary

Small Door Veterinary is seeking a friendly Member Experience Specialist to join our on-site team in Washington. You’ll own front-of-house communication, manage appointments, and support members through all visits with warmth and steadiness.

You’ll collaborate with nurses and doctors, handle billing communications, and help grow the practice through proactive outreach. If you value exceptional care, stress-free experiences, and a positive culture, apply today.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Able to switch between tasks quickly without compromising quality.
• Strong written and verbal communication, and in-person presence.
• Empathetic with anxious or emotional clients.
• Familiar with medical billing concepts or eager to learn.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person.
• Manage appointment scheduling, wait times, and clinic flow.
• Support members through memberships, routine care, and urgent visits with warmth.
• Handle billing communications, send estimates, follow up on items.
• Coordinate with nurses, doctors, and telehealth staff to keep care moving.
• Assist with prescription hand-offs and drop-offs.
• Drive member outreach and solicit reviews to support growth.
• Collect feedback and route to appropriate channels.
• Maintain a clean, welcoming environment reflecting our care standards.

Skills

Hospitality

Customer service

Communication

Multitasking

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan’s West Village in 2019 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

What you’ll do

• 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 — new memberships, routine care, and emotionally heightened sick or urgent 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

Who you are

• 2+ years in a hospitality-forward role — veterinary or medical experience is a genuine plus

• Comfortable switching between tasks quickly without losing quality or composure

• Strong communicator — written, verbal, and in the room

• Empathetic by nature, especially with anxious or emotional clients

• Familiar with medical billing concepts or eager to learn them fast

• Comfortable with Slack, scheduling systems, and tech in general

• Available for 40 hours/week including one weekend day

• Ability or willingness to cover at other NYC locations as needed — not required, but a plus for scheduling flexibility and career growth within the region

• Able to lift up to 25 lbs occasionally

• Comfortable working occasional solo shifts (with the support of clinical staff and your Practice Manager as needed)

What you’ll get

• Competitive salary

• Health, dental + vision insurance

• 401K (plus 4% company match)

• Upward mobility and growth opportunities

• Generous paid-time off, parental leave, and company wide holidays

• Commuter benefits, Monthly Health & Wellness stipend

• Discounted veterinary care for your loved ones

• An opportunity to make a real impact on the people around you

• A collaborative group of people who live our core values and have your back

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.