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About the Role

Small Door is seeking a dedicated individual to join their Member Experience team, offering a supportive and collaborative environment with opportunities for growth. This role involves direct interaction with members and their pets, leveraging technology to reduce administrative tasks and fostering a positive work culture. Small Door is the first and only veterinary provider in the country to earn Certified B-Corp status.

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 various types of 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.
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.
Seek out member feedback and route it to the right channels.
Maintain a clean, welcoming, on-brand environment.

Requirements

2+ years in a hospitality-forward role.
Veterinary or medical experience is a genuine plus.
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.
Ability or willingness to cover at other NYC locations as needed.
Able to lift up to 25 lbs occasionally.
Comfortable working occasional solo shifts.

Skills

Communication (written, verbal)
Customer service
Scheduling
Medical billing concepts
Slack
Scheduling systems
Technology proficiency

Location

New York City

Work Type

Full-time

Experience Level

2+ years

Salary/Compensations

Competitive salary

Benefits

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

About the Company

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike.
We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free.
We opened our flagship location in Manhattan's West Village in 2019 and have quickly expanded across the East Coast.
Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.
Small Door is proudly committed to creating a diverse, inclusive and equitable workplace.

Equal Opportunity

We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.