Member Experience Specialist — Vet Front Desk

Namely; Washington (District of Columbia); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Parental leave

Holidays

Commuter benefits

Wellness stipend

Discounted veterinary care

Career growth opportunities

Job summary

Small Door is a membership-based veterinary practice delivering care with a human touch. The role focuses on front-of-house coordination, appointment flow, and warm member interactions across phone, chat, and in-person channels.

You will support the medical team during visits, assist with billing communications, and help keep operations smooth across multiple NYC/DC/Virginia locations.

Qualifications

• 2+ years in a hospitality-forward role—veterinary or medical experience is a plus.
• Strong written and verbal communication skills.
• Empathetic by nature, especially with anxious clients.
• Proficient with Slack and scheduling systems.

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 types of visits with warmth and steadiness.
• Handle medical billing communications and follow up on outstanding items.
• Coordinate with nurses, doctors, and telehealth staff to keep care moving.

Skills

Hospitality experience

Strong communication

Empathy

Tech savvy

Flexible scheduling

Tools

Slack

Scheduling systems

Job description

Small Door is a membership-based veterinary practice delivering care with a human touch. The role focuses on front-of-house coordination, appointment flow, and warm member interactions across phone, chat, and in-person channels.

You will support the medical team during visits, assist with billing communications, and help keep operations smooth across multiple NYC/DC/Virginia locations.