Go-Live Support Advisor (Contract)

Position Overview

Do you have veterinary-based experience and are ready for a refreshing change? As a Go Live Support Advisor, your clinic expertise will play a pivotal role in guiding practices through the transition from their old catalogues to our standard VetStrategy catalogue and overall group approach as part of our system-wide migration to a modern, cloud-based platform.

This role goes beyond simply managing first few days of Go Live once a clinic converts to the new cloud-based platform. You will have the exciting opportunity to work alongside our Harmonized Catalogue Advisors to support them during the conversion process while building on your foundational knowledge to support the best Go Lives possible for clinic teams.  Drawing upon your practice experience, you’ll be able to work alongside a team to make a significant impact by streamlining our operations, reducing the manual data entry workload for clinic staff, and empowering our clinics to concentrate on their core mission of improving the lives of pets.

Responsibilities

Go Live Support Implementation

• Develop a comprehensive understanding of our standard VetStrategy catalogue from both a veterinary and business perspective. 
• Collaborate with clinics to understand their existing catalogue and guide them through the migration process from start to finish, through supporting the HCAT Advisors, to our standard catalogue and group approach, providing training and support as needed.
• Oversee and manage the Go Live phase, ensuring a smooth transition from old catalogues to our new standard catalogue.
• Attend meetings with HCAT Advisors and clinic teams while taking meeting minutes.
• Assist and provide feedback to develop user-friendly training guides and resources to facilitate the seamless adoption and navigation of the standard VetStrategy catalogue.
• Perform thorough assessments of clinic workflows, while working alongside the HCAT Advisors, to identify potential issues and address any roadblocks during the migration process proactively.
• Collaborate with various stakeholders to continuously enhance the VetStrategy catalogue based on feedback and emerging best practices. Stay up to date on industry trends and advancements to ensure the catalogue remains relevant and up to date.
• Serve as a subject matter expert on the harmonized catalogue, providing ongoing support and troubleshooting assistance to clinic staff. While the implementation and support of our standard catalogue is primarily remote, there may be occasions when travel to clinics is required for in-person training, and support to ensure effective implementation (<25% of the time).
• Guide teams through the change management element by supporting them through the process from the kick off call to more importantly, through the Go Live.

Inter-department coordination

• Coordinate closely with other program departments to ensure seamless conversions in conjunction with the overall project timeline.
• Provide regular progress reports and updates to the project team, highlighting successes and areas for improvement.

Miscellaneous

• Participate in other ad hoc and individual projects as per the group and company's needs.
•  Minimum of 2+ years of veterinary-related clinical experience.
• Position is primarily remote, with occasional travel required (<25% of the time).
• Frequent availability to support Go Lives after normal day time working hours.
• Excellent communication and interpersonal skills to effectively collaborate with clinic staff and project team members.
• Strong time management and organizational skills.
• Strong change management skills and able to thrive in the unknown
• Proficiency with one or more patient management systems (e.g., AVImark, Logivet, Infinity, Cornerstone, Merlin) and the ability to quickly learn different systems.
• Proficient in Microsoft O365 Suite, Excel, and SharePoint.
• Ability to adapt to changing priorities and thrive under pressure in a fast-paced and high-growth environment.
• Demonstrated adaptability, with the ability to learn new skills quickly and manage multiple tasks effectively.
• Ability to work both independently and as part of a team in a fast-paced environment.

Our Ideal Candidate possesses the following cultural competencies

We are Relationship Focused!

• In every interaction with the hospitals, we build and maintain personal connections and trust. All relationships matter regardless of different levels, functions, cultures or geography.

We Collaborate!

• Different perspectives are encouraged as we look for the best way to do things. We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location. We are externally focused on our hospitals rather than only internally focused on our processes.

We Speak the Truth!

• We are honest and transparent. We can question or challenge without fear of negative repercussions. We support one another and take responsibility for ourselves.

We are Humble!

• We’re all in this together. There is no room for ego or hierarchy mentality here. We are unpretentious and approachable. We support and appreciate one another. We regularly seek feedback without defensiveness. We reflect on our activities and the impact we have on others.

We Take Care of the Rest!

• We view everything we do through the lens of the hospitals. We seek to understand first. Every decision we make is based on impact to patient care, client service, and hospitals teams. We do what’s best for the hospitals not just Home Office.