Journey Success Coordinator

We are seeking a journey success coordinator who will act as the primary point of contact and manager for a portfolio of surrogacy cases, acting as the primary point of contact for both surrogates and intended parents, ensuring exceptional client satisfaction and responsiveness.

We are seeking a highly experienced Surrogacy Journey Success Coordinator (typically called a Case Manager) with a minimum of 3+ years of direct experience in gestational surrogacy management.

Responsibilities:

• Surrogacy journey success
• Act as the primary point of contact and manager for a portfolio of surrogacy cases, acting as the primary point of contact for both surrogates and intended parents, ensuring exceptional client satisfaction and responsiveness.
• Coordinate with legal, medical, and financial professionals to facilitate seamless and fast execution of agreements and services.
• Provide guidance and support to clients and GCs, addressing inquiries, concerns, and facilitating resolutions as needed.
• Demonstrate exceptional organizational skills, maintaining accurate and up-to-date documentation.
• Overseeing the logistics, administrative duties, and relationship management throughout the client engagement.
• Coordinate travel arrangements for all parties involved in the surrogacy process with precision and care.
• Expertly manage and oversee the financial aspects of each case, ensuring transparency and accuracy.
• Collaborate with medical providers and attorneys, facilitating the journey and proactively monitoring the surrogate or donor, while keeping the client updated weekly.
• Might include scheduling an after-hours call or meeting or being available on a weekend for a time-sensitive issue.
• Case Management - Platform and Team Development
• Maintain and help develop with management scalable policies and procedures to streamline the surrogacy process, ensuring compliance with best practice legal and ethical standards.
• Implement, optimize and document workflows within a customizable CRM system to automate administrative tasks and enhance operational efficiency

Requirements:

You are affable, able to communicate effectively with a wide variety of stakeholders (including intended parents AND surrogates, as well as clinic partners and attorneys), as well as are accountable and responsive to many people. You are a primary brand representative - so, likable, emotionally intelligent and trustworthy! You can identify a problem and propose solutions from a systems-perspective and are able to use modern-technology tools. Emotionally intelligent and able to navigate complex conversations - you have a high competence to manage your time and prioritize competing priorities.

Requirements:

• Minimum 1.5 years working as a case manager in surrogacy, with demonstrated success and longevity in roles.
• Ability to thrive in a start-up and remote environment, ability to work independently in a remote-first environment while fostering a collaborative team-oriented approach.
• Real passion for the work and satisfying the customer
• Flexibility with hours to meet customer needs
• High attention to detail and absolute commitment to responsiveness
• Strong personal time management skills with the ability to prioritize tasks and meet deadlines effectively.
• Excellent interpersonal and communication skills, both written and verbal with variety of stakeholders.
• Experience working with CRM systems; ability to identify needs, issues and collaborate with technicians to test desired features.
• Knowledge of clinical, legal and regulatory requirements related to surrogacy.

Availability for occasional travel for team meetings and occasional client and/or surrogate meetups.