Veterinary Care Specialist

Job Overview

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 proudly serving families across 25+ U.S. markets with our core values of Compassion, Dignity, and Respect . We are expanding our Care Support Team and are 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. If you have a calm presence, exceptional communication skills, and a genuine desire to help people and their pets during delicate moments — you will thrive here.

We know the sacredness of helping a pet cross the Rainbow Bridge. Families trust us during their most vulnerable moments and we trust our VCS team to carry our mission forward. You will make a profound impact every single day. This role is more than phone work. It's heart work.

Pay Range: $35,000.00/yr - $50,000.00/yr. Actual pay will be based on skills and experience.

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, Affim, 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.

Requirements

• 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

• Compensation & Scheduling
  • 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).
• A Culture That Actually Cares
  • We are a family-owned, doctor-led practice, NO non-competes. No corporate politics. No burnout culture.
• Growth & Advancement
  • Clear career pathways as we continue expanding nationwide.
  • Opportunities to grow into supervisory, training, or leadership roles.
  • Continuous education and training support.
• Technology & Tools
  • Access to industry-leading scheduling and communication platforms.
  • Supportive leadership team available daily — you are never alone on tough cases.

Job Details

• Seniority level: Entry level
• Employment type: Part-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting