Member Experience Coordinator - MA - Boston Float

Small Door; Boston (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Small Door, a membership-based veterinary care provider, seeks a Host/Member Experience specialist for Boston—bridging front desk operations with compassionate member care. You will manage scheduling, patient flow, and communications across phone, Slack, and in-clinic touchpoints with warmth and professionalism.

You will support the veterinary team through diverse visits—from new memberships to routine and urgent care—while handling billing communications and proactive outreach to enhance

Qualifications

• 2+ years in a hospitality-forward role—veterinary or medical experience is a plus.
• Comfortable switching between tasks quickly without sacrificing quality or composure.
• Strong written and verbal communication; present in person as needed.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person interactions throughout the day.
• Manage appointment scheduling, wait times, and real-time flow of a busy practice.
• Support members through visits—new memberships, routine care, and urgent visits—with warmth.
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items.
• Coordinate with nurses, doctors, other practices, and telehealth staff to keep care moving smoothly.
• Assist front-of-house clinical tasks such as prescription hand-off and drop-offs.
• Drive proactive member outreach and reviews to support practice growth.
• Seek member feedback and route to appropriate channels.
• Maintain a clean, welcoming environment that reflects exceptional care.

Skills

Customer service

Communication

Multitasking

Hospitality

Tools

Slack

Dialpad

Job description

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 quickly expanded across the East Coast. Small Door now operates 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. 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