Member Outreach Specialist

About the role

We are hiring a Member Outreach Specialist to support our Clinical Operations in guiding members through their egg donation journeys. This is a member-facing role that blends education, support, and service across several channels of communication for our egg donors. You’ll be a responsive, empathetic presence available when our members need us most, engage directly with members over phone and email to answer questions, lead video calls to educate members and ensure informed consent, as well as other operational and member-facing activities.

This role is ideal for someone who is a great communicator and passionate about fertility and/or more broadly, giving women more options to balance family-building aspirations and other goals. You will have the unique opportunity to help people freeze their eggs for free and donate to intended parents, ultimately helping both sides build the families of their dreams, on their timelines.

Responsibilities

• Lead egg donor (Split member) calls:
  • Conduct scheduled video informed consent calls with prospective Split program participants to guide them through their egg freezing and donation journeys with the following goals:
    • Confirm members meet logistical requirements and obtain informed consent for egg retrieval and donation
    • Ensure the member gets all of their outstanding Split program questions answered and follow up over email with any additional relevant resources
    • Document updates and relevant information in member profiles
    • Demonstrate enthusiasm about third party reproduction and effectively educate Split members
  • Support other elements of our member onboarding process as needed, such as building and approving donor profiles for our intended parent platform, including helping donors’ personalities shine
  • Assist with outreach to egg donor recipients (intended parents) as needed, including outbound calls to newly joined intended parents, and monitoring the inbound company line
• Real-time member support:
  • Monitor and respond promptly to member and lead inquiries over email
  • Provide assistance with scheduling, program clarifications, and general support
  • Collaborate with the broader Cofertility team to ensure a seamless experience and consistent communication for Split members and intended parents
  • Surface observations, issues, and insights with relevant team members & create efficiencies in processes you own to optimize the Split program application process and member experience

Requirements

• 2-3 years experience in a client-facing role - ideally in education, sales, patient navigation, or member support
• Strong communication skills over Zoom, phone, and email; comfortable discussing sensitive topics with empathy and professionalism
• Ability to work independently and as a part of a team
• Solutions-oriented and a fast learner, eager to contribute to improving processes at a fast-moving startup
• Tech savvy. Proficient in Google Suite, able to learn and manage Customer Success / Operations tools. Experience with egg donor software is a plus
• Experience in healthcare a plus
• Eastern Time Zone preferred, but not required

Personal Characteristics

• Empathetic and curious
• Self-starter with strong attention to detail
• Adaptable and comfortable working remotely
• Passionate about reproductive health and family-building
• A natural connector who enjoys helping people navigate complex choices

About Us

We are a fully remote team and are spread out across the coasts. Since we’re located all over the country, communication using Slack, Gmail, Zoom, and other tools is key. We communicate regularly throughout the day, and you’ll never be alone. We believe in giving our team members autonomy, and place value on the output of each team member. Above all, we’re proud to engage in meaningful work that will impact tons of people throughout the family-building process.