Member Experience Coordinator - MA - Burlington

Small-Door-Veterinary; Burlington (MA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K (plus 4% company match)

Upward mobility and growth opportunity

Generous paid-time off, parental leave

Commuter benefits

Discounted veterinary care

Collaborative team

Job summary

Small Door is a membership-based veterinary practice designed with human standards for pets, pet parents, and staff. This on-site Customer/Member Experience role will own front-of-house communications, scheduling, and care flow, ensuring a warm, stress-free visit for every member and their furry friend.

You have 2+ years in hospitality, excellent communication, and empathy for anxious clients. You can multitask across phone, Slack, and in-person interactions, with comfort using scheduling

Qualifications

• Minimum 2+ years in hospitality-forward roles; veterinary/medical experience is a plus.
• Excellent communication skills, both written and verbal.
• Ability to stay composed while switching between tasks.
• Empathetic approach with anxious or emotional clients.
• Familiarity with medical billing concepts or willingness to learn.
• Comfort with Slack, scheduling systems, and general technology.
• Able to lift up to 25 lbs occasionally.
• Available to work 40 hours per week, including one weekend day.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person.
• Manage appointment scheduling, wait times, and real-time flow of a busy practice.
• Support members through all visits — new memberships, routine care, and emotionally heightened sick or urgent visits.
• 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

Strong communicator

Empathetic

Multitasking

Availability 40h/wk

Physical stamina

Tech-savvy

Tools

Slack

Scheduling systems

Telehealth platforms

general tech literacy

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

• 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.