Company Overview:
Road to Baby, LLC is a reproductive consulting agency, specializing in Gestational Surrogacy and Egg Donation. We assist individuals in becoming parents through the help of Gestational Carriers (GC) and Egg Donors. Our mission is to provide concierge service support and guidance with comfort and compassion during the surrogacy journey to all parties involved.
Job Overview:
We are seeking a Case Coordinator to join our team! This role will begin as a part-time position and is expected to transition to full-time after six (6) months, contingent upon successful completion of the probationary period and business needs.
Under the direct supervision of the founder/CEO, the ideal candidate will be instrumental in facilitating our day-to-day case management operations, ensuring a seamless process for all clients. This involves collaborating with GCs, fertility clinic personnel, attorneys, insurance providers, and other case coordinators at every stage of the surrogacy journey.
This role requires strong organizational skills, attention to detail, and the ability to handle sensitive matters with professionalism and care. Full training for this position spans one year, with the first cases assigned between 3-8 months into the role. The training process includes shadowing experienced team members and actively assisting with their cases by handling administrative tasks, documentation, and other case management support duties. This hands-on approach ensures a deep understanding of the processes before independently managing cases.
If you are a proactive individual with excellent organizational and communication skills, we would love to hear from you!
Key Responsibilities:
- Coordinate surrogacy cases from matching to post-delivery support
- Provide end-to-end journey support
- Maintain frequent communication with clients through various channels (calls, emails, Google Meets, Zoom, WhatsApp, WeChat, etc.)
- Log and update communications, milestones, and journey progress in internal systems
- Conduct regular check-ins and milestone updates with clients
- Review and evaluate legal contracts associated with assigned cases
- Ensure compliance with agency protocols and Standard Operating Procedures (SOPs)
- Maintain and update accurate documentation in internal systems
- Assist with administrative tasks
- Ensure timely completion of necessary medical documentation and clearances
- Oversee and maintain active health insurance coverage for surrogates
- Coordinate payments of health insurance invoices and enroll surrogates in insurance plans
- Verify that healthcare providers, including delivery hospitals and doctors, are within network coverage
- Attend surrogate medical appointments (heartbeat confirmation, pregnancy checkups, delivery, etc.) as required
- Book and arrange travel for surrogates
- Escrow management and invoicing processes; submit surrogate payments, expense reports, professional invoices, agency reconciliations, etc.
- Provide necessary documents and support for hospital deliveries, including baby discharge coordination
- Offer high-level customer service, including after-hours availability for urgent matters
- Build and maintain positive relationships with clients
- Perform other relevant duties as assigned
Requirements:
- Associate’s degree with an emphasis on fields such as Social Work, Psychology, Communication, Women's Studies, or related disciplines
- Case management experience
- Self-motivated individual with a proactive approach, capable of managing tasks independently and eagerly incorporating coaching and instructions into daily assignments
- Strong organizational skills with the ability to manage multiple priorities and deadlines effectively
- Must demonstrate adaptability and versatility, confidently handling diverse situations, questions, and issues both in person and through various communication channels
- Exceptional communication skills, crucial for effective interaction with individuals across all organizational levels and the ability to nurture strong customer relationships
- Active listener and empathetic to varying perspectives
- Consistent and punctual attendance
- Flexibility to work overtime hours as necessary to meet operational demands, even when advance notice may not be feasible
- Proficient in multitasking, quick decision-making, and demonstrating exceptional follow-through abilities
- Demonstrated ability to identify and resolve challenges using creative and innovative problem-solving techniques
- Strong attention to detail, discretion, and disciplined work ethic
- Maintains a professional demeanor
Preferred:
- Bachelor's degree with an emphasis on fields such as Social Work, Psychology, Communication, Women's Studies, or related disciplines
- Experience in Surrogacy (personal or professional)
- Knowledge of IVF procedures and Obstetrics and Gynecology
Location and Work Arrangement:
The position will begin as a part-time, fully in-person role. Upon transition to full-time status, the schedule will move to a hybrid arrangement with in-office days on Tuesday, Wednesday, and Thursday, and remote workdays on Monday and Friday.
Hours:
This position will begin as part-time, working 25 hours per week (5 hours per day) within the regular working hours of 8:30 am to 4:30 pm PST. Upon successful completion of the six-month probationary period, the role will transition to full-time, consisting of 8 hours per day with a 30-minute unpaid lunch period.
Compensation:
- Pay range: $24-27/hour, depending on experience, with the potential to earn an average of $5,000-$18,000+ per year on bonuses
- Paid Sick Leave
- Eligible for PTO, floating birthday holiday, and paid holidays after a six-month probationary period
- Employer contribution of up to $400 for health insurance premium (60 day waiting period after transitioning to full-time)
- Option to enroll in employee paid dental insurance (60 day waiting period after transitioning to full-time)
Required Materials:
- Resume
- Letter of Interest Highly Encouraged
Equal Opportunity Employer:
Road to Baby is committed equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, veteran status or any other protected categories in employment.
Job Types: Full-time, Part-time
Pay: $24.00 - $27.00 per hour
Benefits:
- Health insurance
- Paid time off
Application Question(s):
- This position will start part-time at 25 hours per week and transition to full-time upon successful completion of the six month probationary period. Are you comfortable with this structure and able to commit to the part-time schedule during the probationary period?
Ability to Commute:
- Carlsbad, CA 92008 (Required)
Work Location: Hybrid remote in Carlsbad, CA 92008
