Member Experience Specialist - Vet Front Desk

Small Door Inc.; Washington (District of Columbia); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with company match

Generous paid-time off

Commuter benefits

Discounted veterinary care

Job summary

Small Door Inc. is hiring for a front-of-house Member Experience role in the Washington, DC area. You will manage front-desk communications, appointment flow, and billing communications with warmth and steadiness to support a busy veterinary practice.

We value hospitality, empathy, and teamwork as we deliver high-quality care. This full-time position offers flexible scheduling, growth opportunities, and a supportive, inclusive culture at Small Door.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Comfortable switching between tasks quickly without losing quality or composure.
• Strong written and verbal communication.
• Empathetic by nature, especially with anxious or emotional 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.
• Able to lift up to 25 lbs occasionally.
• Willing to cover at other NYC locations as needed (not required).

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 visits with warmth and steadiness.
• Handle medical billing communications and follow up on items.
• Coordinate with nurses, doctors, and telehealth staff to keep care moving.
• Assist with front-of-house clinical tasks like prescription hand-off.
• Drive proactive member outreach and review solicitation.
• Seek member feedback and route to right channels.
• Maintain a clean, welcoming environment reflecting our care standards.

Skills

Hospitality experience

Communication skills

Empathy

multitasking

Willingness to learn medical billing

Team collaboration

Weekend availability

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door Inc. is hiring for a front-of-house Member Experience role in the Washington, DC area. You will manage front-desk communications, appointment flow, and billing communications with warmth and steadiness to support a busy veterinary practice.

We value hospitality, empathy, and teamwork as we deliver high-quality care. This full-time position offers flexible scheduling, growth opportunities, and a supportive, inclusive culture at Small Door.