Heartstrings Pet Hospice
1-10 employees
Veterinary
Pet Care
Healthcare
About Heartstrings Pet Hospice
Heartstrings Pet Hospice specializes in providing compassionate in-home euthanasia and aftercare services for pets. Their mission is to offer a peaceful and dignified end-of-life experience for pets and their families, emphasizing comfort and emotional support during difficult times. The company focuses on personalized care, allowing pets to remain in the comfort of their own homes while receiving professional veterinary services. Heartstrings Pet Hospice also provides guidance and support for pet owners through the grieving process, positioning itself as a trusted provider in the pet hospice and end-of-life care market.
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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.
- 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.
- Key responsibilities include serving as the primary point of contact for inbound calls, texts, chats, and emails from families seeking in-home euthanasia, hospice guidance, or aftercare services; providing compassionate, informed guidance regarding services, appointment expectations, sedation protocol overview, and aftercare options; supporting families with warmth and professionalism during emotionally difficult situations; booking appointments using our software; communicating with on-call veterinarians; making judgment calls for urgent or same-day appointments; accurately collecting payments, issuing refunds, managing payment troubleshooting; tracking appointment details, medical history, sedation notes, client preferences; following confidentiality protocols; logging into VOIP system and maintaining communication throughout the day.
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Requirements
- Able to remain calm, composed, and empathetic through emotional conversations.
- A natural at active listening and offering comfort without overstepping clinical boundaries.
- Highly organized with excellent attention to detail and follow-through.
- Adept at reading, applying, and documenting workflow instructions accurately.
- Comfortable with cloud-based software platforms.
- Able to multitask between phone calls, texting, scheduling, and documentation.
- Punctual, dependable, and able to maintain confidentiality.
- Comfortable working remotely with a dedicated quiet workspace.
- Experience in veterinary medicine, pet care, hospice, or customer service (preferred but not required).
- Prior call center, veterinary, or triage experience (preferred but not required).
- Availability on evenings, weekends, or holidays (preferred but not required).
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Benefits
- 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 family-owned, doctor-led practice with no non-competes, no corporate politics, and no burnout culture
- Clear career pathways as the company expands 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