Surrogacy Case Manager

About the role

We are hiring a Journey Manager to own surrogacy cases from match through postpartum. You will be the primary contact for intended parents and surrogates, coordinate clinic and legal milestones, and provide non-clinical support through the highs and the hard days.

What you'll do

• Manage surrogacy journeys from initial match through postpartum, serving as the primary point of contact for all parties involved.
• Cook up communication and scheduling between intended parents, surrogates, IVF clinics, reproductive attorneys, mental health professionals, and insurance providers.
• Guide intended parents and surrogates through the match process, setting expectations and supporting alignment from the start.
• Maintain a watchful eye on medical milestones including screening appointments, embryo transfers, pregnancy confirmations, OB appointments, and delivery planning.
• Keep track of case timelines and ensure all contractual, legal, and medical deadlines are met.
• Proactively identify risks, delays, or complications and work to resolve or escalate issues before they impact the journey.
• Coordinate travel logistics when surrogates or intended parents need to be at clinic appointments or delivery locations.
• Provide consistent, compassionate, non-clinical emotional support and education to intended parents and surrogates throughout the journey.
• Conduct regular check-ins with both intended parents and surrogates to ensure alignment, satisfaction, and emotional well-being.
• De-escalate conflicts or misunderstandings between intended parents and surrogates with professionalism and care.
• Serve as a calming, knowledgeable presence during high-stress moments such as failed transfers, pregnancy complications, or delivery changes.
• Communicate exclusively through company-approved systems.
• Document and comply with all required documents, contracts, medical clearances, insurance confirmations, legal agreements, HIPAA requirements, and company confidentiality policies.
• Prepare case summaries, status reports, and handoff documentation as needed.

Required Qualifications

• You are an experienced surrogate who has completed at least one surrogacy journey.
• You have 3+ years of professional experience in another field, such as case management, project management, client services, fertility, adoption, or healthcare.

Who Thrives in This Role

• You’re calm under pressure and the kind of person people trust with hard news.
• You’re detail oriented and meticulous with records, and you never let a deadline slip silently.
• You work well with all kinds of people, from intended parents under stress to surrogates, attorneys, clinic staff, and insurance providers, and you can adapt your approach to each.
• You can manage many moving pieces at once, keeping multiple journeys at different stages on track without dropping a thread.
• You genuinely enjoy people. Most of each day in this role is spent in conversation with intended parents, surrogates, clinics, and attorneys, and that pace energizes you rather than drains you.

What We Offer

• Salary range: Based on experience
• Full benefits: medical, dental, vision, life, 401(k) match
• Paid holidays, paid time off, and sick leave
• Hybrid schedule preferred, based in metro Atlanta, with flexibility depending on the person; we are open to candidates outside the Atlanta area

How to apply

Please apply only if you meet the required qualifications above; completed surrogate experience is a firm requirement for this role.

Equal Opportunity Employer

Family Inceptions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, disability, genetic information, or any other characteristic protected by law.