Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare

Compensation

Full Description

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. 💛 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). 🎁 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.