Member Experience Lead - Veterinary Care & Hospitality

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

Job summary

Small Door, a membership-based veterinary care provider, seeks a Host/Member Experience specialist for Boston—bridging front desk operations with compassionate member care. You will manage scheduling, patient flow, and communications across phone, Slack, and in-clinic touchpoints with warmth and professionalism.

You will support the veterinary team through diverse visits—from new memberships to routine and urgent care—while handling billing communications and proactive outreach to enhance

Qualifications

• 2+ years in a hospitality-forward role—veterinary or medical experience is a plus.
• Comfortable switching between tasks quickly without sacrificing quality or composure.
• Strong written and verbal communication; present in person as needed.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person interactions throughout the 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.
• 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 smoothly.
• Assist front-of-house clinical tasks such as prescription hand-off and drop-offs.
• Drive proactive member outreach and reviews to support practice growth.
• Seek member feedback and route to appropriate channels.
• Maintain a clean, welcoming environment that reflects exceptional care.

Skills

Customer service

Communication

Multitasking

Hospitality

Tools

Slack

Dialpad

Job description

Small Door, a membership-based veterinary care provider, seeks a Host/Member Experience specialist for Boston—bridging front desk operations with compassionate member care. You will manage scheduling, patient flow, and communications across phone, Slack, and in-clinic touchpoints with warmth and professionalism.

You will support the veterinary team through diverse visits—from new memberships to routine and urgent care—while handling billing communications and proactive outreach to enhance