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About the Role

Small Door offers membership-based veterinary care, reimagining the veterinary experience with exceptional care, 24/7 telemedicine, and transparent pricing. The Member Experience team is a supportive network focused on growth, collaboration, and work/life balance, utilizing technology to reduce administrative tasks. 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 new memberships, routine care, and 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.
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

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

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.
At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth.
Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends.
We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture.
Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

Equal Opportunity

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.