Member Experience Concierge - Veterinary Care

Namely; Newton (MA); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Health, dental + vision insurance

401K with 4% company match

Competitive salary

Upward mobility and growth

Generous paid time off & parentalleave

Commuter benefits & Health & Wellness

Discounted veterinary care

Job summary

Small Door is a membership-based veterinary care provider that prioritizes human standards and stress-free environments. Our Member Experience team partners with clinicians to ensure warm, efficient service across phones, Slack, and in-person interactions.

You will own front-of-house communications, manage appointments, and support members through routine and urgent visits with empathy and professionalism. This role requires weekend availability and comfort with medical billing concepts.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Comfortable switching between tasks quickly without compromising quality.
• Excellent written and verbal communication skills.
• Empathetic 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.

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 visits — new memberships, routine care, and urgent visits — with warmth and steadiness
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items
• Coordinate 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 hand-off and drop-offs
• Drive proactive member outreach, pre-booking, and Google review solicitation
• Seek out member feedback and route it to the right channels
• Maintain a clean, welcoming, on-brand environment reflecting our commitment to care

Skills

Hospitality experience

Strong communicator

Empathetic by nature

Medical billing concepts

Tech-savvy (Slack/Dialpad)

Forty hours per week

Weekend availability

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door is a membership-based veterinary care provider that prioritizes human standards and stress-free environments. Our Member Experience team partners with clinicians to ensure warm, efficient service across phones, Slack, and in-person interactions.

You will own front-of-house communications, manage appointments, and support members through routine and urgent visits with empathy and professionalism. This role requires weekend availability and comfort with medical billing concepts.