Pet Care Membership Experience Specialist

Small-Door-Veterinary; Burlington (MA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K (plus 4% company match)

Upward mobility and growth opportunity

Generous paid-time off, parental leave

Commuter benefits

Discounted veterinary care

Collaborative team

Job summary

Small Door is a membership-based veterinary practice designed with human standards for pets, pet parents, and staff. This on-site Customer/Member Experience role will own front-of-house communications, scheduling, and care flow, ensuring a warm, stress-free visit for every member and their furry friend.

You have 2+ years in hospitality, excellent communication, and empathy for anxious clients. You can multitask across phone, Slack, and in-person interactions, with comfort using scheduling

Qualifications

• Minimum 2+ years in hospitality-forward roles; veterinary/medical experience is a plus.
• Excellent communication skills, both written and verbal.
• Ability to stay composed while switching between tasks.
• Empathetic approach with anxious or emotional clients.
• Familiarity with medical billing concepts or willingness to learn.
• Comfort with Slack, scheduling systems, and general technology.
• Able to lift up to 25 lbs occasionally.
• Available to work 40 hours per week, including one weekend day.

Responsibilities

• Own front-of-house communication across phone, Slack, Dialpad, and in-person.
• Manage appointment scheduling, wait times, and real-time flow of a busy practice.
• Support members through all visits — new memberships, routine care, and emotionally heightened sick or urgent 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

Strong communicator

Empathetic

Multitasking

Availability 40h/wk

Physical stamina

Tech-savvy

Tools

Slack

Scheduling systems

Telehealth platforms

general tech literacy

Job description

Small Door is a membership-based veterinary practice designed with human standards for pets, pet parents, and staff. This on-site Customer/Member Experience role will own front-of-house communications, scheduling, and care flow, ensuring a warm, stress-free visit for every member and their furry friend.

You have 2+ years in hospitality, excellent communication, and empathy for anxious clients. You can multitask across phone, Slack, and in-person interactions, with comfort using scheduling