Veterinary Care Specialist

Heartstrings Pet Hospice & In-Home Euthanasia & Aftercare; Town of Florida (NY); Remote; USD 28,000 - 41,000; Part time

Benefits offered by this job

Competitive hourly pay

Medical, Dental & Vision Benefits

Flexible scheduling

PTO accrual

Opportunities for advancement

PTO accrual

Career growth

Leadership opportunities

Training support

Job summary

A progressive end-of-life care practice in New York is looking for a Veterinary Care Specialist. This part-time position involves providing compassionate client support and coordinating appointments while managing sensitive information. The ideal candidate will possess emotional intelligence, strong organizational skills, and comfort in using various software platforms. This role offers competitive pay, remote work opportunities, and a supportive team environment.

Qualifications

• Ability to remain calm and empathetic in emotional conversations.
• Highly organized with excellent attention to detail.
• Comfortable using cloud-based software platforms.
• Punctual and dependable, able to maintain confidentiality.

Responsibilities

• Serve as primary contact for families seeking services.
• Coordinate appointments with veterinarians and document details.
• Manage payments and client records confidentially.
• Log in/out of VOIP and maintain clear communication throughout shifts.

Skills

Emotionally intelligent and compassion-driven

Operationally strong

Technically confident

Professional and reliable

Empathy

Tools

Cloud-based software

Job description

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