Veterinary Member Experience Specialist

Small-Door-Veterinary; Washington (District of Columbia); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health, dental + vision insurance

401K (plus 4% company match)

Paid time off & parental leave

Commuter benefits & Wellness stipend

Growth opportunities

Job summary

Small Door is a membership-based veterinary care provider committed to human standards for pets, clients, and teams. The Member Experience role supports front-of-house operations, scheduling, billing, and cross-functional teamwork across nurses, doctors, and telehealth staff.

You’ll thrive in a fast-paced, compassionate environment, engage warmly with anxious clients, and help grow the practice while maintaining a welcoming, on-brand space.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a genuine plus.
• 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.

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 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 focus

Customer service

Communication

Slack

Dialpad

Scheduling systems

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door is a membership-based veterinary care provider committed to human standards for pets, clients, and teams. The Member Experience role supports front-of-house operations, scheduling, billing, and cross-functional teamwork across nurses, doctors, and telehealth staff.

You’ll thrive in a fast-paced, compassionate environment, engage warmly with anxious clients, and help grow the practice while maintaining a welcoming, on-brand space.