Member Experience Coordinator - Cambridge

Small-Door-Veterinary; Cambridge (MA); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with company match

Paid time off

Commuter benefits

Discounted veterinary care

Growth opportunities

Job summary

Small Door is seeking a Member Experience professional to own front-of-house communications, manage scheduling, and support members through all visits at our Cambridge clinic.

You will collaborate with the medical team, handle billing communications, and help grow the practice while maintaining a warm, stress-free environment.

Qualifications

• 2+ years in a hospitality-forward role or equivalent in medical/veterinary settings.
• Ability to switch tasks quickly while maintaining quality and calm.
• Strong written and verbal communication with clients.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person interactions.
• Manage appointment scheduling, wait times, and real-time clinic flow.
• Support members through visits with warmth and steadiness, from new memberships to urgent cases.
• Handle medical billing communications, send estimates, and follow up on items.
• Coordinate with nurses, doctors, and telehealth staff to keep care moving.
• Assist with front-of-house clinical tasks such as prescription hand-offs.
• Drive proactive member outreach and gather feedback for service improvement.
• Maintain a clean, welcoming environment aligned with brand standards.

Skills

Hospitality experience

Excellent communication

Empathy

Multitasking

Tech savvy

Slack experience

Customer service

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces.

Founded in 2019 with our flagship location in Manhattan’s West Village, Small Door has quickly expanded across the East Coast. In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets.

This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care.

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!

What you'll do

• 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

Who you are

• 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)

What you'll get

• 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

• A collaborative group of people who live our core values and have your back

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.