Member Experience Coordinator - MA - Burlington

Small Door Veterinary • Burlington, MA

6d • Onsite

About The Position

Small Door is a membership-based veterinary care service that offers a reimagined veterinary experience with exceptional care, 24/7 telemedicine, and transparent pricing. Founded in 2019, Small Door has expanded across the East Coast and plans further expansion in 2026. The Member Experience team is a supportive and collaborative network focused on growth, working closely with the medical team and interacting directly with members and their pets. The company prioritizes a healthy work/life balance through technology to reduce administrative tasks and foster a positive work culture. Small Door is also a Certified B-Corp, 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.
• 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