Member Experience Coordinator - MA - Wellesley - New Clinic Opening April 2027
About The Position
Small Door is hiring a Member Experience Coordinator for its new Wellesley, Massachusetts clinic, opening in April 2027. Small Door provides membership-based veterinary care, including routine, primary, and urgent care, 24/7 telemedicine, transparent pricing, and hospitality-focused clinic spaces. The coordinator will be part of a supportive, collaborative Member Experience team and work closely with the medical team and members. The role focuses on front-of-house communication, appointment and clinic-flow coordination, member support, billing communication, and maintaining a welcoming clinic environment.
Requirements
- At least 2 years of experience in a hospitality-forward role.
- Ability to switch quickly between tasks while maintaining quality and composure.
- Strong written, verbal, and in-person communication skills.
- Empathy, particularly when working with anxious or emotional clients.
- Familiarity with medical billing concepts or willingness to learn them quickly.
- Comfort with Slack, scheduling systems, and technology generally.
- Availability to work 40 hours per week, including one weekend day.
- Ability to lift up to 25 pounds occasionally.
- Comfort working occasional solo shifts, with support from clinical staff and the Practice Manager as needed.
Nice To Haves
- Veterinary or medical experience.
- Ability or willingness to cover other NYC locations as needed; this is not required and may support scheduling flexibility and regional career growth.
Responsibilities
- Manage front-of-house communications across phone, Slack, Dialpad, and in-person interactions.
- Coordinate appointment scheduling, wait times, and the real-time flow of a busy practice.
- Support members during new memberships, routine care, and emotionally heightened sick or urgent visits.
- Handle medical billing communications, send surgery estimates, and follow up on outstanding items.
- Coordinate with nurses, doctors, other veterinary practices, and telehealth staff to support continuity of care.
- Assist with front-of-house clinical support tasks, including prescription medication hand-offs and drop-offs.
- Conduct proactive member outreach, forward pre-booking, and Google review solicitation to support practice growth.
- Seek member feedback and route it to the appropriate channels.
- Maintain a clean, welcoming, on-brand environment.
Benefits
- Competitive salary.
- Health, dental, and vision insurance.
- 401(k) with a 4% company match.
- Upward mobility and growth opportunities.
- Generous paid time off, parental leave, and company-wide holidays.
- Commuter benefits.
- Monthly health and wellness stipend.
- Discounted veterinary care for employees' loved ones.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
