About Us
National Veterinary Associates (NVA™) NVA General Practice, is a community of almost 1000 general practice veterinary
hospitals across North America driven by the spirit of collaboration and focused on empowering the advancement of
veterinary medicine at the local hospital level. NVA is the trusted partner of hospital teams who are looking for more—
more resources to advance their medicine, a greater sense of belonging, and increased opportunities to care for their
patients, clients, and people.
Happy Healthy Pets™ Care Plans (HHP Care Plans) are standardized packages of preventive care services for each
hospital. HHP Care Plans provide pets with inclusive, quality wellness care while giving clients the ability to spread the
cost of care over time. Clients also receive a 5-10% discount on their veterinary services.
Pet Annual Wellness (PAW) Plans are packages of preventive care services which are customizable to the standard of
care at each hospital. PAW Plans provide pets with inclusive, quality wellness care while giving clients the ability to
spread the cost of care over time. Depending on hospital-specific plans, clients may also receive a discount on their
veterinary services.
Both HHP Care Plans and PAW Plans provide additional benefits to the hospital, including:
- Increased patient visits
- Improved patient care
- Further established client loyalty
- Reduced client resistance to medical recommendations
Job Summary
The Wellness Success Manager is primarily responsible for driving the adoption and success of our wellness plans within
our veterinary hospitals, focusing on education, team training, and data analysis to maximize engagement. Our
Wellness Success Managers are dedicated managers promoting and optimizing wellness programs across NVA locations.
Key Responsibilities
Education and Training:
Developing and implementing strategies to effectively communicate the benefits of wellness plans to hospital teams and
clients, training veterinary staff on wellness program details, benefits, and techniques to confidently present plans to
clients and encourage enrollment. Partner closely with hospital managers and veterinarians to ensure smooth
integration of wellness plans into routine client visits and practice operations.
Data Analysis And Reporting
Monitoring key metrics related to wellness plan adoption and utilization, identifying areas for improvement, and
generating strategies to improve program performance.
Collaboration with Hospital Teams and Field Leadership to manage Wellness portfolio to drive program growth
- Effectively communicate business and industry conditions regarding pet wellness to assist hospitals in
making informed business decisions
- Utilize reporting and pre-developed tools to analyze a hospital’s historical business performance and
business conditions to make recommendations that will improve hospital performance and drive pet
wellness
Build and maintain critical business relationships through effective servant leadership
- Manage/provide PAW or HHP Care Plan onboarding to new Hospital Managers
- Collaborate with other departments (e.g., Business Intelligence (reporting), Marketing, IT, Client Service
Center, etc.) to drive various initiatives forward
Support overarching Wellness program operations through various initiatives
- Collaborating with our internal Wellness Team and our HHP Care Plan/PAW hospitals to improve overall
operations
- Designing and developing processes and associated documentation (e.g., guides, checklists, trainings)
- Advancing various initiatives through dynamic project work
Ideal Candidate Skills
- Strong communication and presentation skills to effectively educate clients and staff on wellness plans.
- Analytical ability to interpret data and identify trends to inform program adjustments.
- Proven experience in customer service, ideally within the veterinary industry.
- Leadership qualities to motivate and train practice teams on wellness plan promotion.
- Knowledge of veterinary medicine and client care practices
Work Environment
- The success manager role is highly autonomous, strong applicants will be very self-driven
- Ability to handle change and exhibit confidence in shifting priorities as necessary
- Work environment consists of working remotely, with scheduled in-person team meetings
- Travel is required, with up to 50% of the time in the field
- This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions
within the company
Required Education And Experience
- Associate’s degree or equivalent work experience is required
- 3-5 years of experience developing and managing business procedures and processes
- Experience with core Microsoft Office programs (Outlook, Word, Excel, PowerPoint)
- Knowledge and familiarity with AVImark practice management software systems
- Knowledge and belief in pet wellness & preventive care packages
- 1-year minimum veterinary background; Hospital Management a plus
Preferred Education And Experience
- Knowledge of and familiarity with Cornerstone or other practice management software systems
- Experience with understanding and accurately documenting veterinary Standard of Care
- Previous multi-site and/or project management experience
Other Duties
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any
time.
The compensation range for this role is $75,000 - $85,000 plus bonus and is eligible for benefits.
