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Veterinary Care Specialist
Veterinary Care SpecialistHeartstrings Pet Hospice, In-Home Euthanasia & Aftercare • CA, US
Veterinary Care Specialist

Veterinary Care Specialist

Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare • CA, US
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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.
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