Client Services Coordinator - Andrology and Transfer Services

*Relocation Assistance Available*

Build What Matters Most—Families, Futures, and Your Career

New England Cryogenic Center (NECC) was founded in 1971 and is one of the pioneers in processing and cryopreservation of human cells and tissue in the United States. We have an uncommon dedication to our clients, and our mission is helping people achieve their dreams of having a family.

Opportunity Overview

We have an immediate opening for a Client Services Coordinator - Andrology and Transfer Services to join our team at New England Cryogenic Center in Marlborough, Massachusetts.

• Schedule: Monday through Friday, from 8:30 AM to 5:00 PM with required on-call weekend rotation (every three weeks)
• Compensation: $19.00 to $24.00 per hour (commensurate with experience)
• Relocation: Relocation assistance is available for this position

This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day.

How You’ll Contribute

Under the supervision of the Office Supervisor/Manager, the Client Services Coordinator - Andrology and Transfer Services serves as a central point of contact for clients, physicians, healthcare providers, and internal departments. This role is responsible for coordinating specimen transfers, supporting andrology banking services, maintaining accurate documentation, scheduling appointments, and ensuring an exceptional client experience throughout each stage of the process.

In this role, the Client Services Coordinator - Andrology and Transfer Services will be responsible for:

Client Services

• Serving as the primary point of contact for clients via phone, email, chat, and information lines
• Providing exceptional customer service while offering timely and accurate information regarding andrology needs and transfer services
• Responding to client inquiries and coordinate appropriate follow-up with internal departments as needed
• Building and maintaining positive relationships with clients, physicians, healthcare providers, and referring offices
• Ensuring all client interactions are handled professionally, compassionately, and confidentially

Andrology Services Administration

• Coordinating and scheduling andrology banking appointments, ensuring all required forms and records are completed prior to service
• Assisting new clients with account setup and completion of required documentation, ensuring accuracy and a positive client experience
• Educating clients regarding andrology services, procedures, and documentation requirements
• Processing client charges and assisting with payment-related inquiries
• Coordinating the distribution of laboratory reports to clients and healthcare providers as appropriate
• Maintaining accurate records related to andrology services and client accounts
• Preparing and distributing informational brochures and materials to physician offices, healthcare providers, and referral partners to promote available andrology services

General Duties

• Maintaining detailed records of specimen handling and client communication
• Ensuring compliance with laboratory protocols and confidentiality standards
• Maintaining up to date knowledge of basic laboratory maintenance protocol and demonstrate understanding of andrology procedures and protocols in accordance with the clinical practice and regulatory standards
• Supporting database updates, chart filing, AR functions, and special projects
• Distributing brochures and informational materials to referring offices
• Performing all other duties as assigned

Environmental Conditions

• Working in an inside environment with temperature control
• Occupational exposure to gases, bloodborne pathogens or other potentially infectious materials may reasonably be anticipated from the performance of duties or work environment
• Some physical hazards, i.e. burns, needle pricks, etc.
• From time–to-time, provide assistance and support Laboratories as requested

What You'll Bring

We’re looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience—individuals who thrive in environments where excellence, empathy, and accountability matter.

Qualifications and Skills Include:

• High school diploma required; business certificate or associates degree preferred
• A combination of at least one year of related experience is preferred
• Detail-oriented with strong organizational and reading skills
• Clear and effective communication skills, both written and verbal
• Must be able to interact and communicate with clients and individuals at all levels of the organization
• Strong interpersonal skills to handle sensitive and confidential information
• Proficiency in a variety of computer software applications including but not limited to word processing, database, and presentation software (MSWord, Excel, PowerPoint)
• Self-starter that adapts well to change in a dynamic environment
• Comfortable working collaboratively, independently and proactively
• Ability to maintain the highest level of confidentiality
• Flexibility and willingness to learn at all times
• Excellent multi-tasking abilities
• Ability to solve problems and troubleshoot
• Can quickly and effectively respond to situations
• Data entry and record keeping accuracy; detail-oriented with excellent organizational and documentation skills
• Strong customer service and results orientation; highly responsive to requests
• Excellent organizational and interpersonal skills and ability to build and maintain effective working relationships
• Demonstrated expertise in continuous quality improvement, customer service, and team building
• Ability to follow OSHA requirements for safe laboratory operation; when appropriate, wear lab personal protective equipment (PPE) and maintain a protective, safe laboratory environment

What We Offer

We are proud to provide a competitive, comprehensive benefits package designed to support our team members—professionally and personally—across all employment types.

Full-Time Employees (30+ hours/week)

• Medical, dental, and vision insurance
• 401(k) with company match
• Tuition assistance and professional development support
• Performance-based bonus opportunities
• Generous paid time off, paid holidays, and paid parental leave
• Life and disability benefits
• Fertility Discount Program
• Employee wellness and recognition programs

Part-Time Employees

• 401(k) with company match
• Performance-based bonus opportunities
• Employee wellness and recognition programs

Per Diem Employees

• 401(k) with company match
• Employee wellness and recognition programs

Our Commitment to Inclusion and Opportunity

We believe that a diverse workforce is essential to fulfilling our mission of expanding patient access to the highest standards of fertility care. We are committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and patients we serve.