Member Experience Coordinator - DC - 14th Street

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. Founded in 2019 with our flagship location in Manhattan’s West Village, Small Door has quickly expanded across the East Coast. In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets. This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care.

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 sick or urgent 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

Requirements

2+ years in a hospitality-forward role; Comfortable switching between tasks quickly without losing quality or composure; 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; Available for 40 hours/week including one weekend day; Able to lift up to 25 lbs occasionally; Comfortable working occasional solo shifts (with the support of clinical staff and your Practice Manager as needed)

Nice to have

Veterinary or medical experience; Ability or willingness to cover at other NYC locations as needed

Benefits

Competitive salary; Health, dental + vision insurance; 401K (plus 4% company match); Upward mobility and growth opportunities; Generous paid-time off, parental leave, and company wide holidays; Commuter benefits, Monthly Health & Wellness stipend; Discounted veterinary care for your loved ones; An opportunity to make a real impact on the people around you; A collaborative group of people who live our core values and have your back