Member Experience Coordinator - MA - Cambridge

Bond Vet is on a mission to strengthen the human-animal bond through better pet care. We offer primary and urgent care, so we’re there for pets when they need us most. Our clinics are designed with pets and people in mind: warm, friendly, and highly sniffable. We balance this design with a strong focus on technology, all built in-house, which means we can easily innovate our systems to improve the veterinary team, pet, and client experience.

In July 2026, Bond Vet and Small Door Veterinary merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets.

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.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

What you'll do

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

Who you are

2+ years in a hospitality-forward role — veterinary or medical experience is a genuine plus

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

Ability or willingness to cover at other Boston locations as needed — not required, but a plus for scheduling flexibility and career growth within the region

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)

What you'll get

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

At ​​Bond Vet, we’re proud to be vet founded and vet led. We are on a mission to enhance the human-animal bond through innovative urgent and primary care combined with seasoned expertise, friendliness, and compassion. Our clinics combine modern design, seamless technology, and a collaborative culture. We believe veterinary professionals deserve a career they love, not just a job. Our unique offerings include work-life flexibility, competitive pay and the chance to shape your own path. With industry-leading NPS scores, our approach resonates. Join us for a rewarding career where we work happy , feel empowered and are obsessed with pets . bondvet.com

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Employment with Bond Vet is contingent upon the Company's completion of a satisfactory investigation of your background.