Implementation Specialist - Access to Care

More about the Role:

At Heartland Veterinary Partners, our mission is centered around elevating the lives of veterinarians and their teams. By partnering with Heartland, practice owners unlock a world of operational advantages and economies of scale, all while retaining their clinical autonomy. At Heartland, we go beyond the ordinary to foster an environment that nurtures growth, invests in our employees, and creates pathways for professional development.

The Heartland promise doesn't stop at operational brilliance; it extends to encompass non-clinical facets like recruiting & human resources, marketing, procurement, payables management, accounting & finance, and information technology. In essence, we've got every corner covered, so our partners can focus on what truly matters - providing optimal care for their patients. As a dedicated member of our Support Center, you'll have the opportunity to be a part of what makes that happen. Your role will be pivotal in helping our partners deliver unparalleled patient care.

The Heartland philosophy rests firmly on the pillars of Servant Leadership. This ethos defines our Support Center team, where every member embraces the ethos of selfless service and approaches every challenge with an unwavering commitment to support. If this resonates with your personal and professional values, then we'd like to get to know you better!

Position Purpose

The Implementation Specialist – Access to Care serves as the subject matter expert for Heartland

Veterinary Partners' Access to Care initiatives, leading the implementation, adoption, and long-term

execution of wellness plans, client financing solutions, and financial triage across a multi-site veterinary

network. Reporting to the Director of Field Implementations, this role partners with operational

stakeholders to drive practice engagement, ensure consistent execution from implementation through

sustainment, monitor program performance, and equip teams with the education, tools, and support

needed to increase client acceptance of care.

This is a full-time remote role with a travel requirement estimated at ~25%.

Competencies:

At Heartland, all of our team members embody the spirit of Servant Leadership.

Authentic Listening - Continually listening with an open mind and heart to what is said and unsaid.

Building Community –Bringing team members together and mobilizing them around our collective purpose and commitment to our communities.

Commitment to the Growth of the People – Dedicated to the personal and professional growth and development of our team members.

Conceptualization -Forward thinking and approaching work and challenges with an end-to-end view.

Empathy – Demonstrating empathy and understanding with others, approaching everything assuming positive intentions.

Foresight – Taking the past, the present, and the future decision-making process.

Healing – Focusing on the emotional and physical health of our team members. Offering support and solutions to ensure our team members have balance.

Persuasion – Building group consensus and buy-in.

Self-Awareness – Conscious knowledge of personal character, emotions, intentions, and leadership impact.

Stewardship - Concern for our team members, customers, communities, and the organization as a whole and making good use of all that is available to provide appropriate support.

Essential Responsibilities:

Serve as a field subject matter expert for all Access to Care initiatives, including wellness plans,

client financing programs, and financial triage.

Lead the implementation, execution, and long-term sustainment of Access to Care programs

across supported practices, ensuring consistent adoption and operational success.

Partner with Regional Directors, Operations Coaches, and practice leadership to drive

accountability, remove barriers, and improve program adoption, execution, and performance.

Assess practice workflows, standards of care, and client needs to recommend appropriate

wellness plan structures and implementation strategies.

Develop and deliver education, coaching, tools, and resources that build confidence in

discussing wellness plans, financing options, and financial triage with clients.

Monitor implementation timelines, onboarding progress, launch readiness, and post-launch

adoption, ensuring milestones, deliverables, and follow-up activities are completed on schedule.

Analyze enrollment, utilization, and performance metrics to identify opportunities, recommend

action plans, and provide regular progress updates to leadership.

Maintain accurate implementation trackers, dashboards, and reporting while proactively

identifying risks, gaps, or execution challenges and recommending solutions.

Collaborate with cross-functional teams, including Operations, Organizational Growth &

Development, Marketing, Finance, Strategic Initiatives, and vendor partners to support

successful program execution.

Drive continuous improvement by gathering field feedback, standardizing implementation

processes, refining tools and workflows, and supporting practices requiring additional

intervention.

Travel to practices as needed to provide implementation support, coaching, and training.

Requirements/Qualifications:

High school diploma required; associate's or bachelor's degree in Business, Healthcare

Administration, Veterinary Technology, or a related field preferred.

2–5 years of progressive leadership or implementation experience in veterinary, dental, or

healthcare operations; multi-site experience preferred.

Strong understanding of veterinary practice workflows, preventive care, standards of care, and

wellness plans.

Demonstrated ability to influence, coach, and drive change without direct authority.

Excellent communication, presentation, facilitation, organization, and relationship-building

skills.

Strong analytical and problem-solving abilities, with the ability to interpret data, manage

multiple priorities, and consistently execute follow-through.

Proficient in Microsoft Office Suite and operational reporting or data analytics tools.

Self-motivated with the ability to work independently in a remote environment, maintain a

professional virtual presence, and respond promptly to business needs.

Ability to travel up to 25–30% as business needs require.

Benefits Offered:

Physical wellness: Health, dental, vision, voluntary life and disability programs, and discounted access to gym memberships

Mental wellness: Paid time off, flexible work schedules, and EAP

Financial wellness: Bonus incentives, retirement accounts, retail discounts, and access to financial planning tools

Professional wellness: Learning and career development solutions

Pay Range:

USD $60,000.00 - USD $75,000.00 /Yr.