Member Experience Coordinator - MA - Newton

Small Door Veterinary • Newton, MA

6d • Onsite

About The Position

Small Door is a membership-based veterinary care service that aims to provide a superior experience for pets, pet parents, and veterinarians. They offer a reimagined veterinary experience through a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing, delivered in modern, stress-free spaces. Founded in 2019 in Manhattan, Small Door has expanded across the East Coast and plans further expansion in 2026. The Member Experience team is a supportive and collaborative group that works closely with the medical team and has direct interaction with members and their pets. Small Door prioritizes a healthy work/life balance through technology that reduces administrative tasks and fosters a positive work culture. They are also the first and only veterinary provider in the country to achieve Certified B-Corp status, 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 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 — simultaneously, all day
• 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
• An opportunity to make a real impact on the people around you
• A collaborative group of people who live our core values and have your back

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed