Member Experience Lead, Front Desk & Care Coordination

Small Door Inc.; Burlington (NC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health, dental + vision insurance

401K with company match (4%)

Generous paid-time off and parental-le

Company-wide holidays

Commuter benefits

Monthly Health & Wellness stipend

Discounted veterinary care

Job summary

Small Door Inc. is seeking a customer-focused Member Experience agent to manage front-of-house communications, scheduling, and billing across busy clinics.

You will support members through visits, coordinate with medical staff, and help grow the practice with outreach and feedback channels. Ideal candidates have 2+ years in hospitality-forward roles, excellent communication, and a calm, empathetic demeanor with clients.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus
• Excellent written and verbal communication
• Empathetic demeanor with anxious or emotional clients
• Familiarity with medical billing concepts or eagerness to learn them

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 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 tasks such as prescription hand-off and drop-offs
• Drive proactive member outreach, pre-booking, and Google review solicitation to support growth
• Seek feedback and route it to the right channels
• Maintain a clean, welcoming environment that reflects commitment to care

Skills

Hospitality experience

Communication skills

Empathy

Billing knowledge

Tech-savvy

Scheduling proficiency

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door Inc. is seeking a customer-focused Member Experience agent to manage front-of-house communications, scheduling, and billing across busy clinics.

You will support members through visits, coordinate with medical staff, and help grow the practice with outreach and feedback channels. Ideal candidates have 2+ years in hospitality-forward roles, excellent communication, and a calm, empathetic demeanor with clients.