Member Experience Coordinator — Veterinary Front Desk & Care

Small Door Inc.; Village of Spring Valley (NY); On-site; USD 45,000 - 58,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K (plus 4% company match)

Upward mobility and growth

Generous paid-time off

Commuter benefits

Wellness stipend

Discounted veterinary care

Impactful work

Collaborative culture

Job summary

Small Door in New York is a membership-based veterinary care provider delivering compassionate, human-centered service with 24/7 telemedicine and transparent pricing. The role focuses on front-of-house operations, member interactions, and coordinating care across the team.

You will own communication across phone, Slack, and in-person, manage scheduling and billing notes, support members through visits, and help grow the practice while maintaining a warm, on-brand environment.

Qualifications

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

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 — 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

Skills

Hospitality

Communication

Empathy

Tools

Slack

Scheduling systems

Tech proficiency

Job description

Small Door in New York is a membership-based veterinary care provider delivering compassionate, human-centered service with 24/7 telemedicine and transparent pricing. The role focuses on front-of-house operations, member interactions, and coordinating care across the team.

You will own communication across phone, Slack, and in-person, manage scheduling and billing notes, support members through visits, and help grow the practice while maintaining a warm, on-brand environment.