Member Experience Coordinator - MA - Cambridge

Bond Vet•Boston, MA

About The Position

The Member Experience Coordinator supports the front-of-house experience at a veterinary practice, serving as a key point of contact for members and coordinating with the medical team to keep care moving smoothly. The role handles communication across phone, Slack, Dialpad, and in-person channels; manages appointments, wait times, and clinic flow; and supports members through new memberships, routine care, and sick or urgent visits with warmth and empathy. The coordinator also handles medical billing communications, surgery estimates, and follow-ups; coordinates with nurses, doctors, other veterinary practices, and telehealth staff; assists with prescription hand-offs and drop-offs; and supports practice growth through proactive outreach, pre-booking, and review requests. The role helps maintain a clean, welcoming, on-brand clinic environment and may occasionally work solo with support from clinical staff and the Practice Manager. Availability for 40 hours per week, including one weekend day, is required.

Requirements

At least 2 years of experience in a hospitality-forward role.
Able to switch quickly between tasks while maintaining quality and composure.
Strong written, verbal, and in-person communication skills.
Empathetic, especially when supporting anxious or emotional clients.
Familiarity with medical billing concepts or willingness to learn them quickly.
Comfort with Slack, scheduling systems, and technology in general.
Available to work 40 hours per week, including one weekend day.
Able to lift up to 25 pounds occasionally.
Comfortable working occasional solo shifts with support from clinical staff and the Practice Manager as needed.

Nice To Haves

Veterinary or medical experience.
Ability or willingness to cover at other Boston locations as needed; this is not required and may support scheduling flexibility and regional career growth.

Responsibilities

Manage front-of-house communication across phone, Slack, Dialpad, and in-person channels.
Coordinate appointment scheduling, wait times, and real-time flow in a busy practice.
Support members during 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 with nurses, doctors, other veterinary practices, and telehealth staff to keep care moving without gaps.
Assist with front-of-house clinical support tasks, including prescription medication hand-offs and drop-offs.
Conduct proactive member outreach, forward pre-booking, and Google review solicitation to support practice growth.
Seek member feedback and route it to the appropriate channels.
Maintain a clean, welcoming, on-brand environment.