Surrogacy Client Relationship Manager (Match Manager) - Remote

Operations

Remote (United States)

About ConceiveAbilities

ConceiveAbilities is the premier gestational surrogacy and egg donation agency in the United States and worldwide. For nearly 30 years,

ConceiveAbilities has guided clients through the complex process of family building through assisted reproductive technologies. We are modern family advocates that believe that everyone who wants to become a parent, can. Parents should be able to choose from many family-building options - regardless of marital status, fertility challenges, geopolitical factors, or social motivation. At ConceiveAbilities, we are All In. Our staff is committed to helping our clients from their first meeting, to choosing a surrogate, to the delivery plans for the baby and every step in between. 

Position description

As a Match Manager, you’ll be responsible for supporting Intended Parents and Gestational Carriers throughout their surrogacy journey. You are a “relationship” person who can navigate sensitive experiences while identifying creative solutions with high levels of emotional intelligence.

Position responsibilities

• Utilize a team approach to manage 50 or more cases or “matches” of intended parents and their surrogate or egg donor. This includes overseeing the logistics, administrative duties, and relationship management throughout the client Engagement. 

• Work as part of a team of other match managers, clinic coordinators, mental health professionals, and insurance specialist to manage the match from creation to post delivery.

• Exhibit abilities managing people and projects to maintain efficiency and achieve results.

• Utilize reports to analyze data and create, follow, and implement action plans to meet and exceed goals.

• Develop relationships and knowledge to guide and educate clients and surrogates/donors on a journey that may include emotional, legal, and financial concerns. You will have difficult conversations.

• Provide first-class customer service by going above and beyond when necessary. This might include scheduling an after-hours call or meeting or being available on a weekend for a time-sensitive issue.

• Collaborate with medical providers and attorneys, facilitating the journey and proactively monitoring the surrogate or donor, while keeping the client updated weekly.

Experience and skills

• 4+ years’ experience in a similar position that focused on customer service, business negotiations or relationship management. 

• Some college, preferably in nursing, social work, psychology, teaching or business management.

• Experience with the treatment options, emotional aspects, and logistics of the fertility industry – e.g., as a third-party coordinator, agency case manager, former surrogate/donor or former recipient/intended parent.

• Ability to be open to people and a willingness to hear what others are saying.

• A capacity for analyzing all aspects of a problem or conflict in order to gain insight, evaluate resources and make appropriate decisions.

• The ability to prioritize activities and identify actions necessary to achieve objectives efficiently while helping others.

• The ability to communicate in an efficient and effective manner, both written and orally. 

• People naturally like and trust you.

We offer: 

• Generous PTO
• Remote-first culture, with participation in in-person Employee Events
• Travel for Employee Events
• Medical, dental, vision, short- and long-term disability, basic life, and voluntary life
• 401(k) with matching contributions
• FSAs
• Continuing education allowance
• The opportunity to make a difference and help build families

Employment Type: Full Time

Reports to: John Wheatley

ConceiveAbilities is an equal opportunity employer.