Member Experience Lead — Vet Care

Small Door Inc.; Spring Valley, Northern (NV, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with company match

Growth opportunities

Generous paid time off and parental-le

Commuter benefits and wellness stipend

Discounted veterinary care

Job summary

Small Door is a membership-based veterinary care network with a focus on human standards and compassionate service. This Member Experience role supports front-of-house communications, scheduling, and billing while guiding members through visits, new memberships, and urgent situations.

You will work with nurses, doctors, and telehealth staff to keep care flowing seamlessly, handled with warmth and steadiness, across NYC locations as needed.

Qualifications

• 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)

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 experience

Communication

Empathy

Tech savvy

Slack

Scheduling systems

Tools

Dialpad

Scheduling software

CRM systems

Job description

Small Door is a membership-based veterinary care network with a focus on human standards and compassionate service. This Member Experience role supports front-of-house communications, scheduling, and billing while guiding members through visits, new memberships, and urgent situations.

You will work with nurses, doctors, and telehealth staff to keep care flowing seamlessly, handled with warmth and steadiness, across NYC locations as needed.