Member Experience Coordinator - MA - Boston Float
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 through a modern, hospitality-driven approach. Founded in 2019, Small Door has expanded across the East Coast and plans further growth in 2026. The Member Experience team is a crucial, supportive, and collaborative part of the organization, working closely with the medical team and directly with members. Small Door emphasizes a healthy work/life balance through technology and fosters a positive work culture, holding 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.
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
