Veterinary Care Specialist

Heartstrings Pet Hospice 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.

🐾 Why Heartstrings?

At Heartstrings, 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.

If you want to be part of a mission-driven, compassionate, rapidly expanding team that elevates the standard of end-of-life veterinary care nationwide we would love to meet you.

🌟 What You’ll Do (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, Affirm, 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

💛 Who You Are (Required Qualifications)

We are looking for someone who is:

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

🎁 What Heartstrings Offers (Benefits & Culture)

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.
You are valued here.

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.