Member Experience Lead for Pet Care Hospitality

Small Door Inc.; Cambridge (MA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

401K with company match

Growth opportunities

Paid time off

Job summary

Small Door in the United States is seeking a hospitality-forward Member Experience professional to own front-of-house communication, manage scheduling, and support members through all visits with warmth and steadiness.

You will collaborate with nurses, doctors, and telehealth staff, handle medical billing communications, and drive outreach to grow the practice while maintaining a welcoming, on-brand space.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Strong written and verbal communication.
• Empathetic by nature, especially with anxious or emotional clients.
• Familiar with medical billing concepts; comfortable with Slack.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person — simultaneously.
• Manage appointment scheduling, wait times, and real-time flow of a busy practice.
• Support members through visits with warmth and steadiness.
• Handle medical billing communications and follow up on outstanding items.
• Coordinate with nurses, doctors, and telehealth staff to keep care moving.
• Assist with front-of-house clinical tasks like prescription hand-offs.
• Drive proactive member outreach and reviews to support growth.
• Seek member feedback and route to the right channels.
• Maintain a clean, welcoming environment that reflects our care.

Skills

Hospitality experience

Strong communication

Empathy

Medical billing concepts

Flexible scheduling

Lift 25 lbs

Coverage for NYC locations

Solo shifts

Tools

Slack

Scheduling systems

Job description

Small Door in the United States is seeking a hospitality-forward Member Experience professional to own front-of-house communication, manage scheduling, and support members through all visits with warmth and steadiness.

You will collaborate with nurses, doctors, and telehealth staff, handle medical billing communications, and drive outreach to grow the practice while maintaining a welcoming, on-brand space.