Member Experience Coordinator - Front Desk & Care Ops

Small Door Inc.; Columbus (OH); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Paid time off

Job summary

Small Door Inc. is a membership-based veterinary care provider expanding across major markets, now seeking a proactive Member Experience professional for our front-of-house team in Columbus.

The role focuses on seamless communication, appointment flow, and warm member interactions to deliver exceptional care. You will handle scheduling, patient and member support across visits, and collaborate with nurses, doctors, and telehealth staff.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a genuine plus.
• Strong written and verbal communication skills.
• Comfortable switching between tasks quickly without losing quality.

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 types of visits with warmth and steadiness.
• Handle medical billing communications and follow up on outstanding items.
• Coordinate with nurses, doctors, other veterinary practices, and telehealth staff to keep care moving.
• Assist with front-of-house clinical tasks such as prescription hand-off and drop-offs.
• Drive proactive member outreach and reviews to support growth.
• Seek member feedback and route it to the right channels.

Skills

Hospitality experience

Strong communicator

Multitasking under pressure

Weekend availability

Adaptability

Tools

Slack

Scheduling systems

Job description

Small Door Inc. is a membership-based veterinary care provider expanding across major markets, now seeking a proactive Member Experience professional for our front-of-house team in Columbus.

The role focuses on seamless communication, appointment flow, and warm member interactions to deliver exceptional care. You will handle scheduling, patient and member support across visits, and collaborate with nurses, doctors, and telehealth staff.