Implementation Specialist - Access to Care

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.

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

• 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.