Member Experience Coordinator - MA - Boston Float

About the role

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing—delivered with modern hospitality in spaces designed by animal experts to be stress-free.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status—meaning we abide by strict standards.

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

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
• 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
• 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)

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 and work with a collaborative group of people who live our core values and have your back.