Surrogacy Is exists to protect and empower women who want to help build families, and to guide intended parents with care, honesty, and heart. Through education and transparency, we support both surrogates and intended parents on one of life’s most meaningful journeys, rejecting industry shortcuts and prioritizing human connection every step of the way.

About the Role

Matching at Surrogacy Is is deeply human work. Intended parents and surrogates are trusting us with something enormously important, and we believe they should feel known, informed, and cared for throughout the process, not simply moved through it.

As a Matching Coordinator, you will be a steady, human thread through two important parts of a surrogacy journey: an intended parent's first conversations with Surrogacy Is and the process of bringing intended parents and surrogates together for a potential match.

On the intended parent side, you will lead thoughtful, education-first consultations, helping families understand surrogacy, our program, costs, screening, matching, and what their next steps may look like. You will get to know what matters to them and later help them develop a detailed profile that gives our Matching Team a meaningful understanding of who they are and what they hope for in a surrogate relationship.

On the surrogate side, you will support gestational carriers throughout Matching with consistent communication, thoughtful relationship-building, and careful coordination of every step.

This is both a highly relational and highly operational role. You will manage multiple cases simultaneously, maintain accurate documentation, collaborate across departments, and keep every case visible and moving.

We provide detailed frameworks, training, and systems to support this work, but this is not a script-reading or checklist-driven role. Every family and surrogate is different. You will be expected to listen closely, exercise judgment, ask thoughtful questions, recognize nuance, and personalize your approach while operating within clear ethical, operational, and service standards.

How We Show Up

At Surrogacy Is, exceptional service is at the core of how we show up in our work. Our Service Blueprint guides the way we care for intended parents, surrogates, and one another.

In this role, that means showing up like it's the first time, even when you've had a full day of calls. It means picking up the phone when a conversation deserves a human voice. It means walking in someone else's shoes before responding, being a true guide rather than simply providing information, and keeping the promises you make.

It also means owning the miss when you get something wrong, stepping into problems rather than around them, helping a teammate when they're underwater, and anticipating what someone may need before they have to ask.

We don't expect perfection, but we do expect ownership, empathy, curiosity, follow-through, good judgment, and a genuine desire to make the experience better for the person on the other end.

What You'll Do

Intended Parent Consultation & Onboarding

Lead thoughtful, education-first consultations with prospective intended parents in both 30- and 60-minute formats. Review what they have already shared before the call, understand what matters most to them, ask thoughtful follow-up questions, and adapt the conversation so they leave with greater clarity about surrogacy, Surrogacy Is, their options, potential costs and uncertainties, and next steps.

Our consultation framework is designed to be conversational rather than read mechanically. Coordinators are expected to acknowledge what intended parents have already shared, avoid making them unnecessarily retell difficult experiences, clarify rather than assume, and personalize the conversation around what matters to that particular family.

• Serve as a true guide rather than simply presenting information. Explain options honestly, clarify uncertainty, avoid overpromising, and help intended parents evaluate what fits their circumstances without unnecessary pressure or steering.
• Understand where intended parents are in the IVF and embryo-creation process and identify medical or timing considerations relevant to moving forward.
• Educate intended parents about surrogate screening, matching, journey support, program options, and the overall surrogacy process.
• Walk intended parents through current cost information and program options accurately and transparently, including variable expenses and payment timing.
• Answer questions related to fertility clinics, reproductive attorneys, and the initial steps of a surrogacy journey, and connect intended parents with additional resources when appropriate.
• Guide intended parents through completion of their Intended Parent Profile and conduct follow-up profile conversations to understand their communication preferences, values, boundaries, expectations, and hopes for their relationship with a future surrogate.
• Follow our post-consult follow-up workflow with consistent, documented communication that answers outstanding questions, shares relevant resources, and keeps the relationship warm.
• Use an education-first, consultative approach rather than high-pressure sales tactics. Our job is to help families make an informed decision about whether Surrogacy Is is the right fit for them.

Surrogate Matching

• Welcome newly approved surrogates to Matching with an Introduction to Matching call that builds connection, explains what to expect, and establishes how you will communicate throughout the process.
• Get to know the women you support beyond the information contained in their profiles. Understand what matters to them, what kind of relationship they hope to have with their intended parents, and what will help them feel supported while waiting for a match.
• Maintain our minimum communication standards with every surrogate: a personal touchpoint at least weekly by text or phone and a call at least twice per month, documented in real time in Journey Management. These are minimum standards, not a checklist. The goal is to build a genuine relationship so each surrogate feels known, informed, and supported.
• Recognize when a text or email isn't enough. When a conversation is emotional, complicated, confusing, disappointing, or sensitive, pick up the phone.
• Review surrogate and intended parent profiles thoughtfully to identify potential matches based on the whole picture, including communication style, expectations, values, medical and geographic considerations, desired relationship, boundaries, and other preferences important to either party.
• Protect the mutual nature of Matching. A potential match should make sense for both the intended parents and the surrogate, and both should feel comfortable choosing whether to explore the relationship further.
• Prepare and send records to fertility clinics, coordinate background checks, and schedule pre-match and match calls.
• Facilitate match calls and guide intended parents and surrogates through documentation and next steps.
• Support rematches and reconnect conversations thoughtfully when a potential match does not proceed.
• Maintain the Matching Checklist, Journey Management, and other required documentation so the current status and next step of every case are visible to the team.

Ownership, Coordination & Collaboration

• Coordinate closely with Intake, our in-house RN, Medical Records, Journey Coordination, Financial Coordination, Operations, and partner concierge coordinators to keep journeys moving.
• Own concerns through resolution. When something doesn't make sense, investigate it. Ask questions, collaborate across departments, and stay with the issue until you understand what happened and what needs to happen next.
• Surface concerns early rather than allowing them to sit. Asking for help or raising a flag is part of doing the job well, not a failure.
• Keep the commitments you make. If you tell an intended parent, surrogate, or teammate that you will follow up, treat that commitment as part of your job.
• Own mistakes quickly and openly. Everyone misses things. We care far more about acknowledging a mistake, repairing it, learning from it, and improving the process than about pretending mistakes don't happen.
• Step in when a teammate needs help and communicate when your own workload is becoming difficult to manage. We believe excellent service requires teamwork, not silent overwhelm.
• Participate actively in daily team meetings, case reviews, coaching, and ongoing training.

What Success Looks Like

Success in this role isn't measured only by how many consultations you complete, how quickly you respond, or how many matches you coordinate. It is also reflected in the experience you create along the way.

You show up fully. Whether it's your first conversation of the week or your fiftieth, the person on the other end receives your attention and care. You genuinely enjoy talking with people and understand that these conversations aren't interruptions to the work. They are the work.

You build relationships, not just touchpoints. Intended parents and surrogates know who you are, feel comfortable reaching out to you, and trust that you care about what happens next.

You communicate proactively. People rarely need to chase you for information you already know they're waiting for. You anticipate questions, concerns, deadlines, and next steps whenever possible.

You know when to pick up the phone. You notice hesitation, disappointment, fear, confusion, and excitement and recognize when something deserves a real conversation rather than another text or email.

You are a true guide. You don't simply answer the question someone happened to ask. You help people understand what they need to know, explain uncertainty honestly, and give them the information they need to make informed decisions.

You stay curious and resourceful. When something doesn't make sense, you ask another question. When you don't know something, you find out. You investigate rather than guess or allow uncertainty to sit.

You use judgment. You understand the purpose behind our processes and can adapt appropriately to the person and situation in front of you without losing the standards those processes are designed to protect.

You keep your promises. When you say you'll follow up, you do.

You own the miss. You can hear that something didn't go well without needing to explain it away. You acknowledge it, repair it, learn from it, and demonstrate improvement through your behavior.

You step into solutions. When something isn't working, your instinct is to help make it better. You're comfortable asking for help when you need it and stepping in when a teammate needs yours.

You keep your work visible. Documentation is accurate and current so another team member never has to reconstruct what happened or wonder what comes next.

You make people feel cared for without making assumptions. You can communicate empathetically with people whose personalities, beliefs, family structures, and life experiences may be very different from your own while maintaining professionalism and respect.

Systems & Organization

• Maintain accurate, up-to-date documentation of client interactions, decisions, follow-ups, and case status in Journey Management and our CRM.
• Manage appointments and follow-ups accurately across multiple time zones.
• Maintain a highly organized portfolio of active intended parents and surrogates while ensuring individual clients never feel like simply another case in the queue.
• Daily tools may include Journey Management, CRM, Spark templates, Google Workspace, PandaDoc, Checkr, QuickBooks, etc.
• Learn and follow established workflows while understanding the purpose behind them. Full training on Surrogacy Is systems and processes will be provided.

Experience & Qualifications

• Bachelor's degree preferred and/or at least two years of experience in case management, client services, fertility or healthcare coordination, patient advocacy, social services, account management, hospitality, or another high-touch, relationship-based role.
• Experience in surrogacy, fertility, assisted reproduction, or third-party reproduction is strongly preferred but not required. We are willing to teach the technical side of surrogacy to the right person.
• Demonstrated ability to manage a high-volume portfolio without losing the human connection behind each case.
• Commitment to inclusive, respectful support for every family we serve, including LGBTQIA+ intended parents.
• Exceptional verbal and written communication skills.
• Strong organizational skills and meticulous attention to detail.
• Strong situational judgment and problem-solving ability.
• Ability to learn and accurately communicate complex medical, financial, legal, and logistical information.
• Comfortable learning new technology and working across multiple systems.
• Proficiency with Google Workspace.
• Reliable, stable internet access and a quiet, private remote workspace.

Pay & Benefits

We offer a robust benefits package, including:

• 401(k) plan with 100% company match up to 4% of pay
• Medical benefits after 90 days, with Surrogacy Is contributing 50% of the employee's premium
• 12 Paid Time Off (PTO) days and sick leave after 90 days
• 12 paid holidays
• Fully remote position