Member Experience Coordinator - MA - Newton

Small Door; Newton (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Small Door operates as a membership-based veterinary care provider focused on human standards of service, aiming to reduce stress for pets and people. The front-of-house team acts as the face of the practice, handling scheduling, billing communications, and patient flow with warmth and professionalism.

Join a collaborative team that values work-life balance through smart technology and a supportive culture.

Qualifications

• 2+ years in a hospitality-forward role (vet or medical experience a plus).
• Ability to switch between tasks quickly without compromising quality.
• Excellent written and verbal communication.
• Empathetic by nature, especially with anxious or emotional clients.

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, urgent visits—with warmth and steadiness.
• 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 without gaps.
• Assist with front-of-house clinical tasks such as prescription hand-off and drop-offs.
• Drive proactive member outreach, pre-booking, and Google review solicitation for practice growth.
• Seek 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 mindset

Strong communication

Multitasking

Empathy

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