Veterinary Care Specialist

About the Role Heartstrings Pet Hospice & In-Home Euthanasia & Aftercare is one of the nation’s fastest‑growing, independently owned in‑home euthanasia and end‑of‑life care practices serving families across 25+ U.S. markets. With core values of Compassion, Dignity, and Respect , we are expanding our Care Support Team and seeking warm, grounded, detail‑oriented professionals to join us as Veterinary Care Specialists (VCS) . As a VCS, you are often the first voice a family hears when navigating one of the most emotional decisions of their lives. Your empathy, clarity, and professionalism directly shape a family's entire experience with us. Key Responsibilities Client Support & Communication Serve as the primary point of contact for inbound calls, texts, chats, and emails from families seeking in‑home euthanasia, hospice guidance, or aftercare services. Provide compassionate, informed guidance regarding our services, appointment expectations, sedation protocol overview, and aftercare options. Support families with warmth and professionalism during emotionally difficult situations. Scheduling & Coordination Book appointments using our software and ensure all notes, add‑ons, radius checks, and special family needs are accurately documented. Communicate with on‑call veterinarians to coordinate appointment timing, location, and case details. Make judgment calls for urgent or same‑day appointments following Heartstrings’ workflow and escalation pathways. Operational & Administrative Tasks Accurately collect payments, issue refunds when appropriate, and manage payment method troubleshooting (CareCredit, All Pet Card, Apple Pay, etc.). Track appointment details, aftercare selections, medical history, sedation notes, and client preferences. Follow HIPAA‑like confidentiality for all client records and sensitive family information. Log in/out of our VOIP system for all scheduled shifts and maintain strong communication throughout the day. Required Qualifications Emotionally Intelligent & Compassion‑Driven Able to remain calm, composed, and empathetic through emotional conversations. A natural at active listening and offering comfort without overstepping clinical boundaries. Operationally Strong Highly organized with excellent attention to detail and follow‑through. Adept at reading, applying, and documenting VCS workflow instructions accurately. Technically Confident Comfortable with cloud‑based software platforms. Able to multitask between phone calls, texting, scheduling, and documentation. Professional & Reliable Punctual, dependable, and able to maintain confidentiality. Comfortable working remotely with a dedicated quiet workspace. Preferred but Not Required Experience in veterinary medicine, pet care, hospice, or customer service. Prior call center, veterinary or triage type experience. Availability on evenings, weekends, or holidays (we serve families 365 days a year). Benefits & Culture Competitive hourly pay based on experience. Medical, Dental & Vision Benefits. Opportunities for full‑time or part‑time schedules. Ability to work fully remote (U.S.‑based only). Holiday floating PTO for scheduled holiday shifts. PTO accrual based on hours worked (1 week per 2080 hours worked – hourly team). Clear career pathways as we continue expanding nationwide. Opportunities to grow into supervisory, training, or leadership roles. Continuous education and training support. Access to industry‑leading scheduling and communication platforms. Supportive leadership team available daily – you are never alone on tough cases. Seniority Level Entry level Employment Type Part‑time Job Function Customer Service Industries IT Services and IT Consulting #J-18808-Ljbffr Heartstrings Pet Hospice & In-Home Euthanasia & Aftercare