Member Experience Coordinator - MA - Cambridge

The role

This person will manage front-of-house communication and appointment scheduling for a busy veterinary practice. They will support members during various visits and coordinate with medical staff to ensure continuous care.

What you will do

• 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 new memberships, routine care, and urgent visits
• Handle medical billing communications, send surgery estimates, and follow up on outstanding items
• Coordinate with nurses, doctors, other veterinary practices, and telehealth staff
• 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
• Seek out member feedback and route it to the right channels
• Maintain a clean, welcoming, on-brand environment

Required qualifications

• 2+ years in a hospitality-forward role
• Comfortable switching between tasks quickly
• Strong communicator written, verbal, and in the room
• Empathetic by nature
• 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

Nice to have

• veterinary or medical experience
• Ability or willingness to cover at other Boston locations as needed

Benefits

• 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

Before you apply

• By submitting an application, you agree to receive SMS messages regarding your application and interview process
• Employment with Bond Vet is contingent upon the Company's completion of a satisfactory investigation of your background

About the company

Bond Vet and Small Door Veterinary merged to build a connected, accessible, and compassionate veterinary care experience. The organization spans more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets.