Member Experience Coordinator - MA - Wellesley - New Clinic Opening April 2027

Small Door Veterinary•Wellesley, MA

24d•Onsite

About The Position

Small Door is hiring a Member Experience Coordinator for its Wellesley, Massachusetts clinic, which is scheduled to open in April 2027. Small Door provides membership-based veterinary care, including routine and urgent care, 24/7 telemedicine, transparent pricing, and hospitality-focused clinic spaces. The organization is part of a combined company formed by Small Door and Bond Vet in July 2026. The coordinator is a front-of-house team member who supports members and their pets throughout clinic visits and helps keep a busy practice running smoothly. The role coordinates communication and scheduling, supports administrative and selected front-of-house clinical tasks, and works closely with medical and telehealth teams. The position requires 40 hours per week, including one weekend day.

Requirements

At least 2 years of experience in a hospitality-forward role.
Comfort switching quickly between tasks while maintaining quality and composure.
Strong written and verbal communication skills, including in-person communication.
Empathetic approach, particularly with anxious or emotional clients.
Familiarity with medical billing concepts or willingness to learn them quickly.
Comfort with Slack, scheduling systems, and technology generally.
Availability to work 40 hours per week, including one weekend day.
Ability to lift up to 25 pounds occasionally.
Comfort working occasional solo shifts, with support from clinical staff and the Practice Manager as needed.

Nice To Haves

Veterinary or medical experience is a plus.
Willingness or ability to cover at other NYC locations as needed; this is not required and may offer scheduling flexibility and regional career growth.

Responsibilities

Manage front-of-house communication by phone, Slack, Dialpad, and in person.
Handle appointment scheduling, wait times, and real-time patient flow in a busy practice.
Support members during new-membership, routine-care, sick, and urgent visits with warmth and steadiness.
Communicate about medical billing, send surgery estimates, and follow up on outstanding items.
Coordinate with nurses, doctors, other veterinary practices, and telehealth staff to maintain continuity of care.
Assist with front-of-house clinical support tasks, including prescription medication hand-off and drop-offs.
Conduct proactive member outreach, support forward pre-booking, and solicit Google reviews.
Seek member feedback and route it to appropriate channels.
Maintain a clean, welcoming, on-brand environment.