Member Experience Coordinator - MA - Burlington
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. Small Door prioritizes a healthy work-life balance through technology and a positive work culture. They are also the first and only veterinary provider in the country to achieve Certified B-Corp status.
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.
- 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
