Member Experience Coordinator - Cambridge

Small Door Veterinary•Cambridge, MA

10d•$18 - $21•Hybrid

About The Position

Small Door is a membership-based veterinary care provider focused on delivering exceptional care with modern hospitality. Founded in 2019, Small Door merged with Bond Vet in July 2026 to create a more connected and accessible veterinary care experience, operating over 55 clinics and serving over half a million pets. This role is crucial in shaping the future of the combined organization and advancing its mission to transform veterinary care. The Member Experience team at Small Door is part of a supportive and collaborative network that invests in employee growth. Team members work closely with the medical team and have direct interactions with members and their pets. The company prioritizes a healthy work/life balance through technology that reduces administrative tasks and fosters a positive work culture. Small Door is also a Certified B-Corp, adhering to strict standards.

Requirements

2+ years in a hospitality-forward role.
Comfortable switching between tasks quickly without losing quality or composure.
Strong communicator – written, verbal, and in-person.
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 technology 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.

Responsibilities

Own front-of-house communication across phone, Slack, Dialpad, and in-person, all day.
Manage appointment scheduling, wait times, and the real-time flow of a busy practice.
Support members through all types of visits, including 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 to ensure seamless care.
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 appropriate channels.
Maintain a clean, welcoming, on-brand environment that reflects the commitment to exceptional care.