Member Experience Coordinator

Small Door Veterinary•Boston, MA

3d•Onsite

About The Position

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. They offer a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing, delivered with modern hospitality in spaces designed by animal experts to be stress-free. Small Door opened its flagship location in Manhattan's West Village in 2019 and has quickly expanded across the East Coast, now operating in New York City, Boston, Washington DC, Maryland, and Virginia, with continued expansion plans in 2026. The Member Experience team is part of a supportive and collaborative network invested in their growth, with the opportunity to work hand-in-hand with the medical team and have direct interactions with members and their furry friends. Small Door is committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and is 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 they abide by strict standards.

Requirements

2+ years working in a hospitality-focused role
Drive to work for a company with a startup mindset, breaking tradition
Self-motivated, team player, excellent communicator, attention to detail, and customer service oriented
Ability to connect with others exudes empathy and compassion
Must be able to work flexible/non-traditional hours including weekends
Ability to lift up to 25lbs on occasion
Availability to work 40 hours a week including one weekend day (schedule is four -10 hour shifts)
Passion and a love for animals (especially cats and dogs!)
Proficient in computer skills

Nice To Haves

Vetmed experience
Familiarity with Slack

Responsibilities

Oversee the scheduling system and wait time for all members
Manage calls, emails, and additional communications
Source of knowledge for our members by answering questions, sharing information etc.
Deliver all billing communications during visits
Seek out feedback and communicate to proper channels
Maintain a clean, welcoming, and on-brand environment in our practice
Bring hospitality and service to the forefront of our business
Find solutions for our members
Work with members to ensure smooth experiences
Monitor and manage the practice by anticipating needs and serving our members