ACRC Global is seeking a dedicated and experienced Case Management Coordinator to oversee the surrogacy journey from start to finish, enhance the quality of surrogacy management, maximize client and surrogate satisfaction, and promote cost-effectiveness. This Case Management Coordinator role combines case management and customer service leadership, requiring strong organizational and interpersonal skills, as well as proficiency with Salesforce and case-tracking tools. The ideal candidate will bring compassion, professionalism, and attention to detail while ensuring compliance with ASRM recommendations and company policies.
Responsibilities
Surrogate Recruitment & Evaluation
- Recruit, intake, and evaluate current service surrogates, including those repeating sibling journeys, while ensuring compliance with ASRM recommendations and agency requirements.
- Educate surrogates on the process, associated risks, and importance of compliance.
Match & Case Coordination
- Coordinate and conduct match meetings between Intended Parents (IPs) and Surrogates.
- Arrange and oversee the surrogacy journey to ensure it is safe, timely, effective, efficient, and surrogate-centered.
- Facilitate multiple aspects of case management, including medical records, OB/medical clearance, psychological evaluation, insurance enrollment, legal agreements, and information sharing.
- Accompany surrogates to IVF clinics for medical screenings or embryo transfers as needed.
Escrow & Financial Coordination
- Manage escrow accounts, coordinating timely disbursements and reimbursements throughout the surrogacy process.
- Promote quality and cost-effective interventions and outcomes.
Medical & Support Assistance
- Support surrogates with medications or medical activities as prescribed.
- Interact regularly with surrogates to track progress, address concerns, and ensure satisfaction.
Collaboration & Relationship Management
- Build effective relationships with IVF clinics, hospitals, medical providers, escrow companies, insurance agencies, psychologists, and attorneys.
- Serve as a liaison to ensure smooth communication and coordination between all stakeholders.
Customer Service & Team Management
- Oversee a small team of customer service representatives, ensuring excellent service delivery.
- Handle escalated client concerns and develop strategies to improve overall satisfaction.
- Implement and maintain customer service policies, procedures, and training programs.
- Analyze feedback and data to identify areas for improvement and strengthen client loyalty.
Documentation & Reporting
- Maintain accurate case documentation and complete all required forms and reports.
- Generate statistical and performance reports for internal tracking.
- Ensure adherence to company protocols, rules, and professional standards.
Job Type: Full-time
Pay: $24.00 - $27.00 per hour
Education:
Experience:
- CASE MANAGEMENT: 1 year (Preferred)
Language:
Work Location: In person
