Senior Case Coordinator

Job Description

REQUIREMENTS

• Must have completed at least TWO surrogacy journeys as a gestational surrogate.
• Strong understanding of the surrogate journey from personal experience.
• Excellent communication and interpersonal skills.
• Highly organized and detail-oriented.
• Strong follow-through and personal accountability.
• Emotionally mature and able to remain calm when unexpected situations occur.
• Comfortable managing multiple cases and deadlines simultaneously.
• Able to communicate professionally with surrogates, intended parents, clinics, attorneys, and other professionals.
• Comfortable learning CRM systems and new technology.
• High level of integrity and respect for confidential information.
• Open to coaching, feedback, and continuous learning.

RESPONSIBILITES

Case Coordination

• Support surrogacy cases from post-match through delivery.
• Track medical screening, medical clearance, legal clearance, embryo transfer, pregnancy milestones, and delivery preparation.
• Maintain accurate case timelines, notes, documentation, and CRM records.
• Follow up proactively on outstanding items and deadlines.
• Identify delays or potential problems before they become larger issues.
• Gradually take ownership of cases as your experience and judgment develop.

Surrogate Support

• Serve as a knowledgeable and empathetic resource for surrogates throughout their journeys.
• Use your own surrogacy experience to understand common concerns, questions, emotions, and challenges.
• Help surrogates understand upcoming steps and expectations.
• Maintain consistent, professional, and supportive communication.
• Recognize when a surrogate may need additional attention or escalation.

Intended Parent & Partner Communication

• Communicate professionally with intended parents when appropriate.
• Coordinate with fertility clinics, attorneys, insurance professionals, escrow/trust teams, and other partners.
• Ensure important information is communicated accurately and promptly.
• Help maintain a smooth experience across all parties involved in the journey.

Issue Management

• Handle routine case issues according to company SOPs.
• Learn to identify normal issues versus situations requiring escalation.
• Document concerns clearly and communicate them to the Case Manager Lead.
• Participate in case reviews and learn how to handle increasingly complex situations independently.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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