Member Experience Coordinator - MA - Newton
About The Position
Small Door is a membership-based veterinary care service that aims to provide a better experience for pets, pet parents, and veterinarians through exceptional care, 24/7 telemedicine, and transparent pricing. Founded in 2019, Small Door has expanded across the East Coast and plans further growth. The Member Experience team is a supportive and collaborative network focused on professional growth, working closely with the medical team and interacting directly with members and their pets. Small Door prioritizes a healthy work-life balance through technology and a positive work culture, and is a Certified B-Corp.
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 Haves
- Veterinary or medical experience is a genuine plus
- 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
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 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
