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
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