Pet Annual Wellness Plan Coordinator

Job Description

Job Description


National Veterinary Associates (NVA™) is the largest private owner of 1,000+ freestanding veterinary hospitals, pet resorts and specialty pet hospitals. Our Support Center (shared services) operates in Agoura Hills, CA with each general practice hospital, specialty hospital and pet resort operating under their own brand spreading across the United States, Canada, Australia and New Zealand. With rapid annual growth through acquisition, NVA needs people with the ability and knowledge to manage the operation today and tomorrow scale to support a much larger and complex organization.

A cornerstone of the NVA culture is a servant leadership approach to our business, our hospitals, our pet resorts and our teams. We find people who exemplify the same servant leadership approach are best suited for NVA. We are a community dedicated to the love of animals and the people who love animals.

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. PAW Plans also provide additional benefits to the hospital, including:

  • • Increased patient visit
  • Improved patient care
  • Further established client loyalty
  • Reduced client resistance to medical recommendations


The Pet Annual Wellness (PAW) Plan Coordinator is primarily responsible for working with hospitals to establish/improve each hospital’s customized wellness plan offerings. They also manage the administrative plan builds in AVImark for Launches and Refreshes, further various PAW program initiatives and processes, and partner with PAW Support Managers to provide ongoing support to hospitals currently offering PAW Plans.

Essential Competencies and Functions:

  • Through strong organization and attention to detail , build hospital wellness plans through effective facilitation and partnership
    • Collaborate with hospital veterinarian teams to ensure that their standard of care is aligned on, documented, and reflective of their medical practices. Provide insights / best practices from existing PAW hospitals to support plan build
    • In partnership with hospital and field leaders, facilitate PAW Plan pricing assessment to ensure that hospitals maintain optimal balance between client discount benefit and hospital revenue growth
    • Within the hospital’s Practice Information Management System (PIMS) and use of Microsoft Excel, extract various reporting and build the hospitals wellness plans with partnership from Business Intelligence

Support the PSM team in managing a PAW 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
    • Work with Field Leadership and PAW Support Managers to develop, maintain, and optimize the hospital Launch and Refresh pipeline

Build and maintain critical business relationships through effective servant leadership

o Manage/provide PAW onboarding to new Hospital Managers

o Collaborate with other departments (e.g., Business Intelligence (reporting), Marketing, IT, Client Service Center, etc) to drive various initiatives forward
Support overarching PAW program operations through:

o Collaborating with our internal PAW team and our PAW hospitals to improve overall operations

o Designing and developing processes and associated documentation (e.g., guides, checklists, trainings)

o Advancing various initiatives through dynamic project work

• The coordinator role is highly autonomous, strong applicants will be very self-driven

  • Work environment consists of working remotely, with quarterly in-person team meetings
  • Travel may be required, up to 5-10% of the time for in-person team meetings and Divisional (regional) meetings


  • 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


  • Knowledge of and familiarity with Cornerstone practice management software system
  • Experience with understanding and accurately documenting veterinary Standard of Care
  • Previous multi-site and/or project management experience

Location : Remote (USA)

Travel : 5% – 10%

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check and drug screen.

*This role is not open to receiving agency candidates and any contingent submissions will not be honored.

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Remote - USA, United States

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National Veterinary Associates