Case Specialist

About the role

The organization operates in the family building and reproductive medicine industry, focusing on surrogacy and egg donation. Founded in 1996, it addresses the challenge faced by intended parents and donors by providing a trusted, high-quality service that supports the creation of families through third-party reproduction. It has facilitated the birth of over 2,000 babies worldwide, emphasizing safety and legacy in its approach. The Case Specialist plays a crucial role within the case management team by guiding intended parents, egg donors, and surrogates throughout their journey. This position ensures clients navigate the complexities of third-party reproduction safely and efficiently while maintaining a high standard of customer service. The role requires managing multiple cases and collaborating across departments to enhance client experience and case progress.

Responsibilities

• Build and maintain trustful relationships with clients, clinics, attorneys, and other stakeholders.
• Proactively identify potential challenges and develop solutions.
• Manage multiple deadlines and case milestones with attention to detail.
• Communicate professionally and empathetically, including during sensitive situations.
• Collaborate across teams to ensure seamless client experiences.
• Take ownership of assigned cases and their successful progression.
• Utilize technology for documentation and workflow management.
• Conduct regular case audits to maintain progress and data accuracy.
• Assist with additional tasks or projects as assigned.
• Maintain flexibility and adaptability to changing priorities.
• Travel as required.

Requirements

• Strong communication, partnership, and problem-solving skills.
• Proactive with keen attention to detail and the ability to advance cases efficiently.
• Experience in surrogacy, egg donation, fertility, or reproductive medicine preferred but not required.
• Experience in case management or client services preferred but not required.
• Experience in high-touch concierge or customer experience roles preferred but not required.
• Proficient in Microsoft Office and Outlook; Salesforce proficiency is a plus.
• Ability to maintain confidentiality.
• Ability to interact effectively with diverse clients.
• Positive, flexible attitude and adaptability.
• Willingness to adjust weekly hours as needed.

Benefits

• Competitive health plan including health, dental, and vision insurance.
• 401(k) plan with company match.
• "Take What You Need" paid time off.
• Tuition assistance.
• Paid holidays.
• Long-term disability, short-term disability, and life insurance.
• Wellness programs.
• Hybrid or remote work options based on location.