Veterinary Care Specialist

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. Experience in veterinary medicine, pet care, hospice, or customer service is preferred. Prior call center, veterinary or triage type experience is preferred. Availability on evenings, weekends, or holidays is preferred.

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 services, appointment expectations, sedation protocol overview, and aftercare options. Support families with warmth and professionalism during emotionally difficult situations. Book appointments using software and ensure accurate documentation of notes, add-ons, radius checks, and special needs. Communicate with on-call veterinarians to coordinate appointment timing, location, and case details. Make judgment calls for urgent or same-day appointments following workflow and escalation pathways. Accurately collect payments, issue refunds, and manage payment method troubleshooting. 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 VOIP system for all scheduled shifts and maintain strong communication throughout the day.