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Role Description

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. 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.

Reporting to the Manager of Remote Communications, the Practice Systems Coordinator owns Heartland’s Online Booking Initiative using Vetstoria. They ensure all Heartland practices remain operational, optimized, and compliant with scheduling availability and online booking standards in support of a diverse portfolio of practices. This is a full-time remote role.

Qualifications

• Flexible, dynamic, and engaging, with strong interpersonal skills.
• A team player with the ability to forge new partnerships that bridge people and organizations.
• Ability to actively listen and be responsive to requests from practice teams, Support Center peers, Vetstoria representatives, and management.
• Data analysis & reporting skills.
• Computer skills a must, with preferable knowledge of Vetstoria online booking platform.
• Operational problem solving.
• Clear communication with field leaders.
• Ability to drive consistency across decentralized practices.
• Ability to provide consistent and exceptional customer service in a fast-paced and demanding environment.
• Proven ability to manage oneself, be organized, self-motivated with exceptional time management ability.
• Detail-oriented with ability to perform efficiently while multitasking.
• Articulate, dependable, hardworking, compassionate, self-confident, and possess exceptional verbal and written communication skills.
• Able to work Full-Time (40 hours) during typical practice operating hours.
• 2 or more years of experience in a veterinary practice.
• High School Diploma or GED equivalent.
• This role is 100% remote. You must possess a distraction-free workspace with the ability to engage in live calling regularly.

Requirements

• Review daily that all practices are live and actively receiving online appointments; proactively identify disruptions, outages, or integration failures.
• Investigate and resolve online booking, PMS integration, and scheduling workflow issues in partnership with practices and vendors.
• Partner with Marketing Business Partners and Regional Directors of Operations to assist with Vetstoria demos and work through onboarding tasks and template setup.
• Serve as primary point of contact for the enterprise online booking platform (e.g., Vetstoria), managing escalations, system enhancements, etc.
• Develop and distribute monthly reporting on appointment volume, booking lead times, and capacity trends across the platform.
• Optimize Vetstoria usage at the practice level with support from Marketing Business Partners.
• Provide guidance to Practice Managers on template structure, block management, and scheduling best practices to drive operational consistency.
• Assist with limited phone system configuration and routing adjustments related to appointment workflows.
• Partner with Operations, Practice Managers, IT, and vendor teams to improve scheduling processes, enhance patient access, and support scalable growth initiatives.
• Other tasks as assigned.

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 $18.00 - USD $20.00 /Hr.