Wildlife Hotline & Patient Records Coordinator
Benefits:
401(k)
Free uniforms
Paid time off
Training & development
Position: Full-Time
Schedule: Nights and Weekends
Location: Remote
Organization: Carolina Waterfowl Rescue
Carolina Waterfowl Rescue is seeking a reliable, compassionate, and detail-oriented Wildlife Hotline & Patient Records Coordinator to join our team.
This full-time remote position combines after-hours wildlife hotline support with patient record management and data entry. The person in this role will serve as an important connection between the public, our rescue team, transport volunteers, and the animals receiving care.
The position is ideal for someone who is comfortable working independently, communicating with people during stressful situations, navigating computer systems, and handling detailed medical and animal-care information with accuracy and discretion.
The successful candidate must be comfortable working nights, weekends, holidays, and other nontraditional hours.
Answer and monitor the Carolina Waterfowl Rescue hotline during assigned evening, weekend, and holiday hours.
Respond to members of the public seeking assistance with injured, orphaned, displaced, or otherwise compromised wildlife and animals.
Gather accurate information about the animal, including species, location, condition, circumstances, photographs, and the caller's contact information.
Provide appropriate instructions to callers regarding safe containment and immediate care while transport or further assistance is arranged.
Coordinate with designated staff and transport volunteers to facilitate the animal's safe transfer to the rescue.
Document hotline calls, outcomes, and relevant case information in the patient management system.
Recognize situations requiring escalation to designated rescue personnel or veterinary staff.
Maintain a calm, professional, and compassionate demeanor when speaking with members of the public who may be distressed or unfamiliar with wildlife emergencies.
Enter new animal intakes and update existing patient records in the rescue's patient management database.
Review patient records for completeness and accuracy.
Enter treatments, medications, procedures, observations, weights, diagnoses, and other care information provided by authorized staff and veterinarians.
Upload and organize photographs and other documentation associated with individual patients.
Maintain accurate chronological records of an animal's care from intake through rehabilitation and disposition.
Prepare patient records and appropriate documentation for individuals who have brought animals to the rescue, as directed by rescue policy.
Produce and transmit completed records securely to the appropriate recipient.
Ensure information is entered consistently and accurately so that records can be used by rehabilitation staff, management, and veterinary personnel.
Assist with data cleanup, record reconciliation, and other administrative projects as needed.
Communicate effectively with rehabilitation staff, management, transporters, volunteers, and veterinary personnel.
Ensure important information received through the hotline is communicated to the appropriate team members.
Maintain accurate documentation of unresolved cases and follow-up needs.
Follow established rescue protocols regarding intake, transport, medical concerns, euthanasia decisions, transfers, and other situations requiring staff authorization.
Maintain confidentiality of patient, donor, volunteer, staff, and caller information.
Work independently while remaining responsive and accountable to the rescue's management team.
Required:
Excellent verbal and written communication skills.
Strong attention to detail and accuracy.
Ability to remain calm and professional in stressful situations.
Strong computer and data-entry skills.
Ability to learn and navigate a patient management/database system.
Ability to organize and prioritize multiple cases and incoming requests.
Reliable internet connection and a suitable workspace for remote work.
Ability to work independently with minimal direct supervision.
Willingness and ability to work nights, weekends, holidays, and other after-hours shifts.
Commitment to animal welfare and the mission of Carolina Waterfowl Rescue.
Preferred:
Experience with animal shelters, wildlife rehabilitation, veterinary medicine, veterinary reception, animal rescue, or nonprofit organizations is helpful.
Experience working with medical or veterinary records.
Experience with database management or electronic medical records.
Familiarity with wildlife species, basic animal handling principles, or wildlife rehabilitation.
Previous experience working in a remote customer service, dispatch, call-center, veterinary, or administrative position.
The successful candidate should be:
Compassionate – You will often be speaking with people who have found an injured or orphaned animal and may be frightened or upset.
Detail-oriented – Accurate patient records are an essential part of responsible animal care and rehabilitation.
Organized – Multiple cases may be active at the same time, and information must be documented and communicated appropriately.
Independent – This is a remote position requiring someone who can stay productive and make appropriate decisions within established protocols without constant supervision.
Professional – The hotline is often the first point of contact between the public and Carolina Waterfowl Rescue. Every interaction represents our organization.
Team-oriented – Although the position is remote, it is an integral part of our onsite rehabilitation and veterinary operations.
This is a full-time remote position primarily covering nights and weekends.
The position may include:
Evening shifts
Weekend shifts
Holidays
After-hours emergency coverage
Occasional schedule adjustments based on organizational needs
Because wildlife emergencies do not follow a traditional 9-to-5 schedule, flexibility is important.
Carolina Waterfowl Rescue believes that caring for animals also means caring for the people who care for them.
Eligible full-time employees receive a benefits package that includes:
Paid Time Off (PTO)
Paid sick leave
Paid bereavement leave
401(k) retirement plan
Costco membership
Veterinary assistance for personal pets, where applicable? We have a full veterinary clinic on site and can do some testing and or procedures, including the ability to obtain eligible veterinary medications at cost. These are done completely at the discretion of the director and must be approved in advance.
Access to our veterinary professionals for complimentary consultations regarding personal pets
Paid staff development and continuing education opportunities
Organization-provided uniforms when required for the position
The hotline is often the first step in an animal's journey to rehabilitation.
A single phone call may involve an injured bird, an orphaned baby animal, a member of the public who doesn't know what to do, or a situation requiring immediate coordination between multiple people. The information gathered during that first interaction becomes part of the animal's permanent record and can directly affect the care that follows.
This position helps ensure that no call is missed, no important information is lost, and every patient has an accurate record of the care they receive.
If you are someone who can combine compassion with organization, communicate well under pressure, and take pride in getting the details right, we would love to hear from you.
Carolina Waterfowl Rescue is an equal opportunity employer.