Member Experience Lead - Veterinary Hospitality & Scheduling

Small Door Veterinary; Boston; On-site; PHP 2,514,000 - 4,085,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with company match

Growth opportunities

Generous paid time off

Job summary

Small Door Veterinary is a membership-based practice known for human standards of care, 24/7 telemedicine, and transparent pricing. This role focuses on front-of-house coordination, member interactions, and smooth clinic flow across phone, Slack, and in-person channels.

You will manage appointments, support members through visits, assist with billing communications, and collaborate with nurses, doctors, and telehealth staff to keep care moving without gaps.

Qualifications

• 2+ years in a hospitality-forward role, veterinary or medical experience a plus.
• Strong written and verbal communication.
• Empathetic and calm under pressure.
• Comfortable with scheduling systems and office tech.

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.

Skills

Hospitality experience

Excellent communication

Multitasking

Empathetic with clients

Tech-savvy (Slack, Dialpad)

Tools

Slack

Dialpad

Job description

Small Door Veterinary is a membership-based practice known for human standards of care, 24/7 telemedicine, and transparent pricing. This role focuses on front-of-house coordination, member interactions, and smooth clinic flow across phone, Slack, and in-person channels.

You will manage appointments, support members through visits, assist with billing communications, and collaborate with nurses, doctors, and telehealth staff to keep care moving without gaps.