Member Experience Coordinator — Veterinary Hospitality

Small-Door-Veterinary; New York (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Impactful work

Collaborative team

Job summary

Small Door in New York is seeking a Member Experience Associate to own front-of-house communications, scheduling, and guest relations across phone, Slack, and in-person interactions. You will keep a busy practice running smoothly while delivering warm, empathetic support to members and their pets.

This role requires at least 2 years in a hospitality-forward setting, comfort with medical billing concepts, and the ability to work 40 hours per week including one weekend day.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Comfortable switching between tasks quickly without losing quality.
• Strong written and verbal communication skills across channels.
• Empathetic approach to anxious or emotional clients.
• Familiar with medical billing concepts or eager to learn.
• Proficient with Slack, scheduling systems, and general tech.
• Available for 40 hours/week including one weekend day.
• Willing to cover at other NYC locations as needed; supportive team player.
• Able to lift up to 25 lbs occasionally.

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 items.
• Coordinate with nurses, doctors, other practices, and telehealth staff.
• Assist with front-of-house clinical tasks such as prescription hand-off.
• Drive proactive member outreach and review solicitation.
• Seek member feedback and route it to the right channels.
• Maintain a clean, welcoming on-brand environment.

Skills

Hospitality-focused

Strong communication

Empathy

Tech proficient

Multi-tasking

Weekend availability

Lift 25 lbs

Tools

Slack

Scheduling software

Job description

Small Door in New York is seeking a Member Experience Associate to own front-of-house communications, scheduling, and guest relations across phone, Slack, and in-person interactions. You will keep a busy practice running smoothly while delivering warm, empathetic support to members and their pets.

This role requires at least 2 years in a hospitality-forward setting, comfort with medical billing concepts, and the ability to work 40 hours per week including one weekend day.