Member Experience Coordinator - DC - Spring Valley

Spring Valley. Posted 8 days ago

The role

The Member Experience Coordinator manages front-of-house communication and appointment scheduling. This person supports members during various visits and coordinates with medical staff to maintain care flow.

What you will do

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 emotionally heightened visits
Handle medical billing communications, send surgery estimates, and follow up on outstanding items
Coordinate 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

Required qualifications

2+ years in a hospitality-forward role
Strong communicator written, verbal, and in the room
Empathetic by nature
Familiar with medical billing concepts or eager to learn them fast
Comfortable with Slack, scheduling systems, and tech in general
Able to lift up to 25 lbs occasionally
Comfortable working occasional solo shifts

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

About the company

Small Door is a membership-based veterinary care provider. In July 2026, Small Door and Bond Vet merged to build a connected veterinary care experience across the Northeast, Mid-Atlantic, and Midwest.