Member Experience Specialist, Veterinary Membership

Socket.dev; New York (NY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Impactful work

Collaborative culture

Job summary

Small Door in New York City is seeking a Member Experience teammate to join a hospitality-forward veterinary group. You will manage front-of-house communications across phone, Slack, and in-person interactions, schedule appointments, and guide members through visits with warmth and steadiness.

Collaborating with nurses, doctors, and telehealth staff, you’ll support billing communications, help with outreach and reviews, and maintain a welcoming, on-brand environment.

Qualifications

• Minimum 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Excellent written and verbal communication skills.
• 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 general technology.
• Available for 40 hours per week, including one weekend day.
• Able to lift up to 25 lbs occasionally.

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 visits — new memberships, routine care, and urgent visits — with warmth.
• Handle medical billing communications 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 review solicitation to support growth.
• Seek member feedback and route it to the right channels.
• Maintain a clean, welcoming environment reflecting our care commitments.

Skills

Communication

Empathy

Multitasking

Customer service

Hospitality mindset

Tools

Slack

Dialpad

Scheduling software

Job description

Small Door in New York City is seeking a Member Experience teammate to join a hospitality-forward veterinary group. You will manage front-of-house communications across phone, Slack, and in-person interactions, schedule appointments, and guide members through visits with warmth and steadiness.

Collaborating with nurses, doctors, and telehealth staff, you’ll support billing communications, help with outreach and reviews, and maintain a welcoming, on-brand environment.