Member Experience Lead - Veterinary Care & Front Desk

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

Benefits offered by this job

Health, dental & vision insurance

401K with company match

Generous paid time off and holidays

Job summary

Small Door Inc. is a membership-based veterinary care provider focused on human standards, expanding across major Northeast markets after a 2026 merger with Bond Vet.

This role sits in our Member Experience team, collaborating with medical staff to ensure smooth front-of-house operations and outstanding client service. You will own scheduling, welcome members, handle billing communications, and help grow the practice through proactive outreach.

Qualifications

• 2+ years in a hospitality-forward role — veterinary or medical experience is a genuine plus.
• Strong written and verbal communication.
• Empathetic by nature with anxious or emotional clients.
• Familiar with medical billing concepts or eager to learn them fast.

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 visits — new memberships, routine care, and urgent visits — with warmth and steadiness.
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items.
• Coordinate with nurses, doctors, 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 pre-booking to support practice growth.

Skills

Hospitality experience

Communication skills

Empathy

Multitasking

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door Inc. is a membership-based veterinary care provider focused on human standards, expanding across major Northeast markets after a 2026 merger with Bond Vet.

This role sits in our Member Experience team, collaborating with medical staff to ensure smooth front-of-house operations and outstanding client service. You will own scheduling, welcome members, handle billing communications, and help grow the practice through proactive outreach.