Member Experience Coordinator - MA - Burlington

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. We opened our flagship location in Manhattan's West Village in 2019 and have expanded across the East Coast, now operating in New York City, Boston, Washington DC, Maryland, and Virginia with continued expansion plans in 2026.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. The team works hand-in-hand with our medical team and has direct interactions with members and their pets. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to reduce repetitive administrative tasks and foster 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 plus
• Comfortable switching between tasks quickly without losing quality or composure
• Strong communicator—written, verbal, and in-person
• 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)
• 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, and 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 pets