Member Experience Coordinator - Cambridge

Small Door Veterinary • Cambridge, MA

9d • Onsite

About The Position

Small Door is a membership-based veterinary care provider focused on delivering exceptional care with human standards. Through its membership model, Small Door offers excellent care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. Founded in 2019, Small Door merged with Bond Vet in July 2026 to create a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization operates over 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over 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 invested in growth, working closely with the medical team and having direct interactions with members and their pets. The company is committed to a healthy work/life balance through technology that reduces repetitive administrative tasks and fosters a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status.

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

What This Job Offers

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