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.

• 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 (Care Credit, 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.

• 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).

• 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.

Entry level

Part‑time

Customer Service

IT Services and IT Consulting