Job Description
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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 up-to-date hospitality in thoughtfully designed, stress-free spaces.
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Founded in **** with our flagship location in Manhattan's West Village, Small Door has quickly expanded across the East Coast. In July ****, 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.
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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.
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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!
What you'll do
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Own front-of-house communication across phone, Slack, Dialpad, and in-person — simultaneously, all day
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Manage appointment scheduling, wait times, and real-time flow of a busy practice
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Support members through all types of visits — new memberships, routine care, and emotionally heightened sick or urgent visits — with warmth and steadiness
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Handle medical billing communications, send surgery estimates, and follow up on outstanding items
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Coordinate closely with nurses, doctors, other veterinary practices, and telehealth staff to keep care moving without gaps
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Assist with front-of-house clinical support tasks such as prescription medication hand-off and drop-offs
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Drive proactive member outreach, forward pre-booking, and Google review solicitation to support practice growth
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Seek out member feedback and route it to the right channels
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Maintain a clean, welcoming, on-brand environment that reflects our commitment to exceptional care
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Who you are
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2+ years in a hospitality-forward role — veterinary or medical experience is a genuine plus
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Comfortable switching between tasks quickly without losing quality or composure
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Strong communicator — written, verbal, and in the room
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Empathetic by nature, especially with anxious or emotional clients
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Familiar with medical billing concepts or eager to learn them fast
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Comfortable with Slack, scheduling systems, and tech in general
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Available for 40 hours/week including one weekend day
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Ability or willingness to cover at other NYC locations as needed — not required, but a plus for scheduling flexibility and career growth within the region
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Able to lift up to 25 lbs occasionally
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Comfortable working occasional solo shifts (with the support of clinical staff and your Practice Manager as needed)
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What you'll get
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Competitive salary
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Health, dental + vision insurance
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401K (plus 4% company match)
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Upward mobility and growth opportunities
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Generous paid-time off, parental leave, and company wide holidays
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Commuter benefits, Monthly Health & Wellness stipend
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Discounted veterinary care for your loved ones
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An opportunity to make a real impact on the people around you
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A collaborative group of people who live our core values and have your back
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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.
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#J-*****-Ljbffr

📌 Member Experience Coordinator - Cambridge (Western Australia)
🏢 Small Door
📍 Western Australia