Job Description:
As IP Matching Coordinator at Surrogacy Is, you play a pivotal role in guiding prospective intended parents through the early stages of their surrogacy journey. You will be the primary point of contact for new inquiries, providing information, guidance, and resources from initial interest through match selection. This is a relationship-driven, results-oriented role that combines education, strategic follow-up, and persuasive communication to help intended parents understand why Surrogacy Is is the right choice for their family-building journey. By tailoring conversations to their unique needs, you’ll help them feel confident in their next steps while clearly demonstrating the advantages of working with our agency. Once a match is made, you’ll transition the relationship to the Journey Coordination team, who will support the family through the remainder of their process.
Key Responsibilities:
Initial Consultation and Relationship Building:
- Engage with prospective intended parents at the beginning of their surrogacy journey, listening attentively to their concerns and aspirations.
- Clearly communicate the benefits of Surrogacy Is, highlighting our unique approach, personalized support, and industry expertise.
- Build strong connections by understanding their specific needs and positioning Surrogacy Is as their trusted partner in this life-changing journey.
- Address inquiries related to clinics, attorneys, and the initial steps of the surrogacy process.
- Guide intended parents through completing their profiles, reviewing responses, and scheduling a profile review to refine their preferences and expectations.
Consultative Guidance and Value Presentation:
- Serve as an expert resource, helping intended parents navigate the complexities of surrogacy with confidence.
- Clearly outline our agency’s matching process, emphasizing how we prioritize compatibility, safety, and success.
- Educate intended parents on what sets our matching program apart from others, ensuring they understand the added value of our services.
- Provide a comprehensive review of financial aspects, ensuring clarity on agency fees and benefits while demonstrating how these contribute to a smoother journey.
- Provide a line by line breakdown of Surrogate Hard Cost Sheet to ensure intended parents have a clear understanding of the cost expectations for any potential match.
- Assist those in the early stages without embryos, offering guidance on selecting clinics and attorneys that align with their needs.
Lead Management & Conversion:
- Proactively track and manage new inquiries, ensuring timely responses and thoughtful follow-ups
- Use CRM tools to monitor pipeline activity and move leads toward application, profile completion, and match selection
- Confidently communicate the strengths and differentiators of Surrogacy Is to intended parents evaluating multiple agency options
- Take ownership of lead conversion metrics, consistently aiming to increase application-to-match conversion rate
- Collaborate with leadership to refine scripts, improve follow-up sequences, and share insights from conversations with prospective clients
Ongoing Engagement and Follow-Up:
- Maintain consistent follow-up with potential intended parents, keeping them engaged and informed while addressing any hesitations.
- Utilize strategic communication techniques to nurture relationships and encourage intended parents to move forward with confidence.
- Provide personalized check-ins to answer outstanding questions and reinforce the benefits of choosing Surrogacy Is.
Information Dissemination:
- Distribute relevant materials, brochures, and resources to educate intended parents about our agency, the matching process, and industry best practices.
- Offer clear explanations of the legal, medical, and financial aspects involved in surrogacy to ensure informed decision-making.
Coordination and Collaboration:
- Utilize exceptional customer service skills to address sensitive financial concerns with professionalism and empathy, ensuring intended parents remain on track.
- Facilitate timely follow-ups and resolutions to maintain strong client relationships and keep the journey progressing smoothly.
Journey Management Platform:
- Maintain accurate and up-to-date records of interactions with intended parents using our Journey Management and CRM platforms.
Technical Requirements:
- Bachelor’s degree in a relevant field preferred and/or a minimum of 2 years of experience in case management, with a strong preference for surrogacy and assisted reproduction expertise.
- Demonstrated ability to manage a diverse portfolio of cases with precision and care.
- Exceptional organizational and communication skills with meticulous attention to detail.
- Proven ability to work collaboratively and effectively with a team of professionals.
- Comprehensive knowledge of legal, medical, and logistical requirements for surrogacy.
- Proficiency in Google Docs, Google Workspace, and other relevant software programs.
- Basic understanding of the Surrogate Screening and IVF Process.
- Ability to communicate with clarity and warmth both over the phone and in writing.
- Strong decision-making and analytical skills.
- Ability to manage appointments efficiently while being mindful of varying time zones.
- Reliable and stable internet access.
- A quiet, private workspace.
Interpersonal Requirements:
- Demonstrated passion for surrogacy and third-party reproduction.
- Comfortable asking for help, accepting, and applying constructive feedback.
- Comfortable spending 6+ hours per day actively engaging over the phone with potential intended parents.
- Ability to communicate empathetically with diverse personalities and beliefs while maintaining neutrality.
- Natural ability to inspire confidence and excitement about the surrogacy process, making intended parents feel supported in their decision.
Pay and Benefits:
We offer a robust benefits package, including:
- 401K plan with 100% company match up to 4% of pay.
- Medical benefits after 90 days, with the company contributing 50% of premiums for the employee.
- 12 Paid Time Off (PTO) days and sick leave after 90 days.
- 12 Paid holidays.