Member Experience Lead — Veterinary Care Concierge

Small-Door-Veterinary; Newton (MA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K (4% company match)

Upward mobility and growth

Generous paid-time off & holidays

Commuter benefits

Monthly Health & Wellness stipend

Discounted veterinary care

Impactful work in a collaborative team

Core values-driven culture

Job summary

Small Door is a membership-based veterinary care provider redefining pet care with 24/7 telemedicine and transparent pricing. The Member Experience role supports front-of-house operations across phones, Slack, and in-person interactions to ensure smooth visits.

You’ll collaborate with nurses, doctors, and telehealth staff, handling scheduling, billing communications, and outreach while maintaining a warm, empathetic environment for pets and their families.

Qualifications

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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 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 and review solicitation to support growth
• Seek member feedback and route to right channels
• Maintain a clean, welcoming environment reflecting our care standards

Skills

Hospitality experience

Strong communication

Empathetic client service

Multi-tasking

Tech-savvy

Availability 40h/week

Fit for weekend shifts

Ability to lift 25 lbs

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door is a membership-based veterinary care provider redefining pet care with 24/7 telemedicine and transparent pricing. The Member Experience role supports front-of-house operations across phones, Slack, and in-person interactions to ensure smooth visits.

You’ll collaborate with nurses, doctors, and telehealth staff, handling scheduling, billing communications, and outreach while maintaining a warm, empathetic environment for pets and their families.