Member Experience Lead - Veterinary Care & Concierge

Small Door Inc.; Washington (District of Columbia); Sur place; USD 45 000 - 60 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401K match

Paid time off

Parental leave

Commuter benefits

Wellness stipend

Discounted veterinary care

Résumé du poste

Small Door Inc. is seeking a Front-of-House Member Experience role to support our growing veterinary clinics. You will manage phone, Slack, Dialpad, and in-person interactions, ensuring smooth appointment flow and compassionate care for members and their pets.

Join a team dedicated to hospitality, growth, and a healthy work/life balance, with diverse locations and opportunities to advance within the regional network.

Qualifications

• 2+ years in a hospitality-forward role (veterinary or medical experience a plus)
• Comfortable switching between tasks quickly without losing quality or composure
• Strong written and verbal communication
• Empathetic by nature, especially with anxious clients
• Familiar with medical billing concepts or eager to learn them quickly
• 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

Responsabilités

• 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
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items
• Coordinate with nurses, doctors, other 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 practice growth
• Seek member feedback and route it to the right channels
• Maintain a clean, welcoming, on-brand environment reflecting our care standards

Connaissances

Hospitality experience

Strong communication

Empathetic

Slack familiarity

Scheduling software

Outils

Slack

Dialpad

Scheduling systems

Description du poste

Small Door Inc. is seeking a Front-of-House Member Experience role to support our growing veterinary clinics. You will manage phone, Slack, Dialpad, and in-person interactions, ensuring smooth appointment flow and compassionate care for members and their pets.

Join a team dedicated to hospitality, growth, and a healthy work/life balance, with diverse locations and opportunities to advance within the regional network.