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

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 role monitors daily appointment availability, supports PMS optimization, oversees online booking implementation, and serves as the primary relationship owner for Vetstoria. The position plays a critical role in ensuring consistent access and patient flow visibility across all locations, with significant collaboration with Practice Manager, Marketing Business Partner, and Regional Director of Operations teams. This is a full-time remote role.

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

• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Manages Ambiguity: Operating effectively, even when things are not certain or the way forward is not clear.
• Develops Talent: Developing people to meet both their career goals and the organization’s goals.
• Business Insight: Applying knowledge of business and the marketplace to advance the organization’s goals.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise.
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Resourcefulness: Securing and deploying resources effectively and efficiently.
• Political Savvy: Getting things done in the maze with the least noise for the maximum benefit.
• Managerial Courage: Saying what needs to be said at the right time, to the right person, in the right manner.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• 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.
• Will partner with Marketing Business Parters and Regional Directors of Operations to assist with Vetstoria demos and work through onboarding tasks and template set up.
• 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.

• 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 preferrable 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 work space with the ability to engage in live calling regularly.

• 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