Member Experience Coordinator - MA - Burlington
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 its membership model. This model offers exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in well-designed, stress-free environments. Founded in 2019, Small Door has expanded along the East Coast. In July 2026, Small Door merged with Bond Vet to create a more connected, accessible, and compassionate veterinary care experience, covering routine, primary, and urgent care. The combined organization will operate over 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving more than 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 focused on professional growth. Team members work closely with the medical team and have direct interaction with members and their pets. The company prioritizes a healthy work-life balance by using technology to reduce repetitive administrative tasks and is dedicated to fostering a positive work culture. Small Door is also the first and only veterinary provider in the U.S. to achieve Certified B-Corp status, adhering to strict standards.
Requirements
- 2+ years in a hospitality-forward role — veterinary or medical experience is a genuine plus
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
