Member Experience Specialist - Vet Front Desk

Namely; Burlington (MA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with company match

Paid time off and parental leave

Commuter benefits and wellness stipend

Discounted veterinary care

Job summary

Small Door in Boston is seeking a friendly Member Experience Associate to join our hospitality-forward veterinary team. You will own front-of-house communications across phone, Slack, and in-person interactions, manage appointments, and support visits with warmth and steadiness.

Ideal candidates have 2+ years in hospitality, strong communication, empathy for anxious clients, and comfort with billing conversations.

Qualifications

• 2+ years in a hospitality-forward role.
• Comfortable switching between tasks quickly.
• Strong written and verbal communication.
• Empathetic by nature, especially with anxious 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 all types of visits — new memberships, routine care, and emotionally heightened visits
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items
• Coordinate closely with nurses, doctors, other veterinary practices, and telehealth staff to keep care moving without gaps
• Assist with front-of-house clinical support tasks such as prescription medication hand-off and drop-offs
• Drive proactive member outreach, forward pre-booking, and Google review solicitation to support practice growth
• Seek out member feedback and route it to the right channels
• Maintain a clean, welcoming, on-brand environment that reflects our commitment to exceptional care

Skills

Hospitality experience

Excellent communication

Empathy

Tech-friendly

Weekend availability

Tools

Slack

Dialpad

Scheduling systems

Job description

Small Door in Boston is seeking a friendly Member Experience Associate to join our hospitality-forward veterinary team. You will own front-of-house communications across phone, Slack, and in-person interactions, manage appointments, and support visits with warmth and steadiness.

Ideal candidates have 2+ years in hospitality, strong communication, empathy for anxious clients, and comfort with billing conversations.