Member Experience Coordinator - MA - Burlington

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care.

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 sick or urgent visits — with warmth and steadiness; 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

Requirements

2+ years in a hospitality-forward role; Comfortable switching between tasks quickly without losing quality or composure; Strong communicator — written, verbal, and in the room; Empathetic by nature, especially with anxious or emotional clients; Familiar with medical billing concepts or eager to learn them fast; Comfortable with Slack, scheduling systems, and tech in general; Available for 40 hours/week including one weekend day; Able to lift up to 25 lbs occasionally; Comfortable working occasional solo shifts (with the support of clinical staff and your Practice Manager as needed)

Nice to have

Veterinary or medical experience; Ability or willingness to cover at other NYC locations as needed

Benefits

Competitive salary; Health, dental + vision insurance; 401K (plus 4% company match); Upward mobility and growth opportunities; Generous paid-time off, parental leave, and company wide holidays; Commuter benefits, Monthly Health & Wellness stipend; Discounted veterinary care for your loved ones; An opportunity to make a real impact on the people around you; A collaborative group of people who live our core values and have your back