Nascency Journey Success Coordinator Remote · Full time Company website

Apply for Journey Success Coordinator

We support the surrogacy journey from curiosity to healthy baby. Empathetic, uncompromising and professional support for surrogates and intended parents seeking an unprecedented level of personalized support, best fit matching, and proactive advocacy.

We are seeking a highly experienced Surrogacy Journey Success Coordinator (typically called a Case Manager) with a minimum of 3+ years of direct experience in gestational surrogacy management. 

Responsibilities: 

• Surrogacy journey success
• Act as the primary point of contact and manager for a portfolio of surrogacy cases, acting as the primary point of contact for both surrogates and intended parents, ensuring exceptional client satisfaction and responsiveness.
• Coordinate with legal, medical, and financial professionals to facilitate seamless and fast execution of agreements and services.
• Provide guidance and support to clients and GCs, addressing inquiries, concerns, and facilitating resolutions as needed.
• Demonstrate exceptional organizational skills, maintaining accurate and up-to-date documentation.
• Overseeing the logistics, administrative duties, and relationship management throughout the client engagement.
• Coordinate travel arrangements for all parties involved in the surrogacy process with precision and care.
• Expertly manage and oversee the financial aspects of each case, ensuring transparency and accuracy.
• Collaborate with medical providers and attorneys, facilitating the journey and proactively monitoring the surrogate or donor, while keeping the client updated weekly.
• Might include scheduling an after-hours call or meeting or being available on a weekend for a time-sensitive issue.
• Case Management - Platform and Team Development
• Maintain and help develop with management scalable policies and procedures to streamline the surrogacy process, ensuring compliance with best practice legal and ethical standards.
• Implement, optimize and document workflows within a customizable CRM system to automate administrative tasks and enhance operational efficiency

Requirements:

You are affable, able to communicate effectively with a wide variety of stakeholders (including intended parents AND surrogates, as well as clinic partners and attorneys), as well as are accountable and responsive to many people. You are a primary brand representative - so, likable, emotionally intelligent and trustworthy! You can identify a problem and propose solutions from a systems-perspective and are able to use modern-technology tools. Emotionally intelligent and able to navigate complex conversations - you have a high competence to manage your time and prioritize competing priorities.

Requirements:

• Minimum 1.5 years working as a case manager in surrogacy, with demonstrated success and longevity in roles.
• Ability to thrive in a start-up and remote environment, ability to work independently in a remote-first environment while fostering a collaborative team-oriented approach.
• Real passion for the work and satisfying the customer 
• Flexibility with hours to meet customer needs 
• High attention to detail and absolute commitment to responsiveness
• Strong personal time management skills with the ability to prioritize tasks and meet deadlines effectively.
• Excellent interpersonal and communication skills, both written and verbal with variety of stakeholders.
• Experience working with CRM systems; ability to identify needs, issues and collaborate with technicians to test desired features.
• Knowledge of clinical, legal and regulatory requirements related to surrogacy.

Availability for occasional travel for team meetings and occasional client and/or surrogate meetups.