Member Experience Specialist — Veterinary Front Desk

Small Door Inc.; Boston (MA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with company match

Paid time off

Commuter benefits

Discounted veterinary care

Job summary

Small Door is expanding its Member Experience team in Boston, delivering hospitality-forward veterinary care with 24/7 telemedicine and caring patient experiences. You will manage front-of-house communications, scheduling, and member interactions across in-person and digital channels to ensure smooth visits and strong client rapport.

We seek empathetic, highly communicative individuals with 2+ years in hospitality, comfort with tech tools like Slack and Dialpad, and a willingness to support

Qualifications

• 2+ years in a hospitality-forward role (veterinary or medical experience is a plus).
• Strong written and verbal communication.
• Empathetic by nature, especially with anxious clients.
• Familiar with medical billing concepts or eager to learn them quickly.
• Comfortable with Slack, scheduling systems, and general tech.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person — all day.
• Manage appointment scheduling, wait times, and real-time flow of a busy practice.
• Support members through all types of visits — memberships, routine care, sick or urgent visits with warmth.
• Handle medical billing communications, send surgery estimates, follow up on 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 Google review solicitation to support practice growth.
• Seek member feedback and route it to the right channels.

Skills

Hospitality experience

Communication skills

Multi-tasking

Empathy

Medical billing concepts

Tech-savvy (Slack, Dialpad)

Tools

Slack

Scheduling systems

Telemedicine platforms

Job description

Small Door is expanding its Member Experience team in Boston, delivering hospitality-forward veterinary care with 24/7 telemedicine and caring patient experiences. You will manage front-of-house communications, scheduling, and member interactions across in-person and digital channels to ensure smooth visits and strong client rapport.

We seek empathetic, highly communicative individuals with 2+ years in hospitality, comfort with tech tools like Slack and Dialpad, and a willingness to support