Member Experience Lead, Veterinary Front Desk

Small-Door-Veterinary; Wellesley (MA); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K (plus 4% company match)

Upward mobility and growth

Generous PTO, parental leave, holidays

Commuter benefits, Wellness stipend

Discounted veterinary care

Impactful work with mission-driven团队

Supportive, collaborative culture

Job summary

Small Door is seeking a Member Experience Associate to join our hospitality-forward front desk teams. You’ll help deliver exceptional care and a stress-free experience across our expanding clinics, with a focus on warmth and consistency for every member and their pets.

You will own front-of-house communication across phone, Slack, Dialpad, and in-person, manage appointments, and support visits with calm efficiency.

Qualifications

• 2+ years in a hospitality-forward role; veterinary or medical experience is a plus.
• Strong written and verbal communication, with empathy for anxious clients.
• Comfortable switching tasks quickly while maintaining quality and poise.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person.
• Manage appointment scheduling and real-time flow of a busy practice.
• Support members through visits—new memberships, routine care, urgent visits—with warmth.
• 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 and drop-offs.
• Drive proactive member outreach and encourage reviews to support growth.
• Gather member feedback and route it to the appropriate channels.

Skills

Hospitality experience

Customer service

Communication

Empathy

Multitasking

Tools

Slack

Scheduling systems

Job description

Small Door is seeking a Member Experience Associate to join our hospitality-forward front desk teams. You’ll help deliver exceptional care and a stress-free experience across our expanding clinics, with a focus on warmth and consistency for every member and their pets.

You will own front-of-house communication across phone, Slack, Dialpad, and in-person, manage appointments, and support visits with calm efficiency.