Member Experience Lead - Veterinary Care & Hospitality

Small Door Inc.; Cambridge (MA); On-site; USD 52,000 - 61,000; Full time

Benefits offered by this job

Health, dental + vision insurance

401K (plus 4% company match)

Generous PTO and holidays

Commuter benefits & wellness stipend

Discounted veterinary care

Job summary

Small Door Inc. is redefining veterinary care with a hospitality-forward member experience. You will own front-of-house communications across multiple channels, manage scheduling, and support members through all visit types with warmth.

This role partners with clinicians to ensure smooth, compassionate care in a fast-paced clinic environment. Join a team committed to growth, inclusive culture, and cutting-edge tech to reduce admin tasks while delivering exceptional care.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Excellent written and verbal communication.
• Empathetic, calm under pressure, and patient-focused.

Responsibilities

• Coordinate front-of-house communication across phone, Slack, Dialpad, and in-person.
• Manage appointment scheduling and real-time patient flow.
• Support members through visits with warmth and steadiness.
• Handle billing communications and surgery estimates; follow up on items.
• Collaborate with nurses, doctors, and telehealth staff to keep care moving.

Skills

Hospitality experience

Strong communicator

Empathetic by nature

Attention to detail

Physical stamina

Weekend availability

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door Inc. is redefining veterinary care with a hospitality-forward member experience. You will own front-of-house communications across multiple channels, manage scheduling, and support members through all visit types with warmth.

This role partners with clinicians to ensure smooth, compassionate care in a fast-paced clinic environment. Join a team committed to growth, inclusive culture, and cutting-edge tech to reduce admin tasks while delivering exceptional care.