Overnight Veterinary Care Coordinator – Compassionate Remote Veterinary Client Support Specialist (10 PM – 6 AM)

About brighthush

At brighthush, we believe that every pet deserves the highest quality of care, especially during the most delicate moments of their lives. As a national leader in in‑home pet hospice and end‑of‑life veterinary services, brighthush partners with veterinarians, pet families, and caregivers to provide dignified, compassionate support that honors the bond between humans and animals. Our mission is to bring comfort, clarity, and peace to families when they need it most—no matter where they are in the country.

We’re a fully remote, fast‑growing organization that values empathy, professionalism, and continuous learning. Our team is made up of dedicated animal lovers, seasoned customer service professionals, and veterinary experts who work together to create a seamless experience for pet families during the most challenging times. If you’re passionate about helping others, thrive in a supportive remote environment, and want to make a real difference, brighthush is the place for you.

Why Join brighthush?

• Impactful Work – Every call you answer can bring comfort to a grieving family and help them navigate a difficult decision with grace.
• Remote Flexibility – Work from anywhere in the United States while maintaining a healthy work‑life balance.
• Growth Opportunities – From entry‑level support roles to senior client service leadership, we provide clear career pathways and mentorship.
• Competitive Compensation & Benefits – Hourly pay, overtime eligibility, comprehensive health plans, retirement options, and pet‑related perks.
• Inclusive Culture – We celebrate diversity, foster psychological safety, and encourage every team member to bring their authentic self to work.

Position Overview

We are seeking a compassionate, detail‑oriented Overnight Veterinary Care Coordinator to join our remote client support team. In this third‑shift role (10 PM – 6 AM), you will be the primary point of contact for pet families calling for hospice, quality‑of‑life, or end‑of‑life care. Your calm demeanor, strong communication skills, and ability to handle emotionally charged conversations will help families feel heard, supported, and guided through the process.

Key Responsibilities

• Answer and triage incoming calls from pet families during the overnight shift, ensuring a warm, professional greeting.
• Provide empathetic, calm support during sensitive conversations about hospice, quality‑of‑life, and end‑of‑life decisions.
• Explain brighthush services, policies, and appointment availability in clear, compassionate language.
• Accurately capture pet and family information, including medical history, preferences, and logistical details.
• Schedule in‑home veterinary appointments, coordinating with veterinarians, caregivers, and internal teams.
• Respond to email inquiries and manage follow‑up communications in a timely, organized manner.
• Maintain accurate records in our CRM and scheduling systems, ensuring data integrity and compliance with privacy regulations.
• Collaborate with veterinary staff, hospice coordinators, and other departments to resolve client concerns and streamline workflows.
• Adhere to quality, attendance, and performance standards, consistently meeting or exceeding key metrics.
• Participate in ongoing training sessions, webinars, and team meetings to stay current on best practices and new services.

Essential Qualifications

• Minimum of 1–2 years of experience in customer service, call center operations, or veterinary reception.
• Strong verbal and written communication skills, with the ability to convey complex information in a clear, compassionate manner.
• Demonstrated emotional intelligence and the ability to remain calm under pressure while supporting grieving families.
• Excellent organizational skills and meticulous attention to detail.
• Proficiency with computer systems, including CRM platforms, scheduling software, email, and cloud‑based tools.
• Self‑motivated, reliable, and capable of working independently in a remote environment.
• Dependable attendance and punctuality throughout the overnight shift.
• Prior veterinary or animal‑care experience is a plus but not required.

Preferred Qualifications

• Experience in hospice or end‑of‑life care settings, such as funeral homes, hospice agencies, or veterinary clinics.
• Knowledge of veterinary terminology and procedures.
• Familiarity with HIPAA or other privacy regulations related to client data.
• Previous remote work experience with a proven track record of meeting performance metrics.
• Multilingual abilities to serve a diverse client base.

Core Competencies & Skills

• Compassionate Communication – Ability to listen actively, validate emotions, and provide reassurance.
• Problem‑Solving – Quick thinking to resolve scheduling conflicts, answer complex questions, and coordinate with multiple stakeholders.
• Time Management – Efficiently juggle multiple calls, emails, and administrative tasks while maintaining high service quality.
• Technology Proficiency – Comfortable navigating CRM systems, video conferencing tools, and virtual scheduling platforms.
• Team Collaboration – Strong interpersonal skills to work effectively with veterinarians, hospice coordinators, and remote teammates.
• Adaptability – Ability to adjust to evolving processes, new software, and shifting client needs.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As an Overnight Veterinary Care Coordinator, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training workshops on veterinary care, grief counseling, and customer service excellence.
• Opportunities to transition into senior client support roles, team lead positions, or specialized hospice coordination.
• Cross‑functional projects that expose you to veterinary medicine, business operations, and technology innovation.
• Annual performance reviews with clear pathways for advancement and salary increases.

Work Environment & Culture

Our remote-first culture means you can work from the comfort of your own home while staying connected to a vibrant, supportive team. We prioritize:

• Transparent communication through weekly virtual huddles, monthly town halls, and open‑door leadership channels.
• A culture of gratitude, where we celebrate wins—big and small—through shout‑outs, virtual coffee breaks, and recognition programs.
• Flexibility to balance your personal life, with a focus on results rather than rigid office hours.
• Inclusive policies that respect diverse backgrounds, experiences, and perspectives.

Compensation & Benefits

We offer a competitive hourly rate with overtime eligibility for the third shift. While the base hourly pay starts at $16.50, we provide a clear path for growth and performance‑based increases.

• Health & Wellness – Comprehensive medical, dental, and vision insurance plans for you and your dependents.
• Life & Disability – Basic life insurance, voluntary life, accidental death & dismemberment coverage, and short‑term/long‑term disability insurance.
• Retirement Savings – Traditional 401(k) plan with company matching to help you secure your future.
• Paid Time Off – Generous PTO policy that allows you to recharge and spend quality time with your loved ones.
• Employee Wellness Resources – Access to mental health support, wellness apps, and health coaching.
• Professional Development – Paid training, certifications, and conference attendance to broaden your skill set.
• Pet‑Related Perks – Discounts on pet supplies, veterinary services, and pet‑insurance plans.
• Remote Work Support – Stipends for home office equipment, high‑speed internet, and ergonomic accessories.

How to Apply

If you’re ready to bring your empathy, professionalism, and love for animals to a role that truly matters, we encourage you to apply today. Join brighthush and help pet families receive the compassionate support they need during the most challenging times of their lives.

To submit your application, click the link below and complete the online form. We look forward to learning how your unique skills and experiences can contribute to our mission.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.