Case Coordinator

4 weeks ago

New York, United States Angels Creation Reproductive Center Full time

Job Description:
**Responsibilities**:

- Match Coordination: Organize and conduct match meetings between Intended Parents (IPs) and Surrogates.
- Escrow Management: Manage the escrow account, coordinating timely disbursements and reimbursements related to the surrogacy journey.
- Surrogacy Process Management: Arrange and oversee a safe, timely, effective, and efficient surrogacy process centered on the Surrogate.
- Multifaceted Coordination: Facilitate various aspects of the surrogacy process, including medical records, OB/medical clearance, psychological evaluation, insurance enrollments, legal agreements, and information sharing.
- Surrogate Education: Educate Surrogates about the process, risks, and importance of compliance.
- Medical Assistance: Assist Surrogates with medications and medical activities as prescribed.
- Collaboration: Develop effective working relationships and cooperate with IVF clinics, hospitals, medical providers, escrow companies, insurance agencies, psychologists, and attorneys.
- Support and Tracking: Regularly interact with Surrogates to monitor their progress and ensure their satisfaction.
- Documentation: Record case information accurately, complete necessary forms, and produce statistical reports.
- Quality and Cost-Effectiveness: Promote quality and cost-effective interventions and outcomes.
- Professional Standards: Adhere to professional standards as outlined by protocols, rules, and regulations.
- Customer Service Management: Manage a team of customer service representatives, ensuring excellent customer service and handling escalated customer complaints.
- Policy Development: Develop and implement customer service policies and procedures.
- Employee Training and Evaluation: Train and onboard new customer service employees, and monitor and evaluate their performance, providing feedback and coaching as needed.
- Customer Feedback Analysis: Analyze customer feedback and data to identify areas for improvement, developing strategies to increase customer satisfaction and loyalty.
- Shift Management: Oversee shift management to ensure adequate staffing levels.

**Requirements**:

- Experience: Proven experience in case management and customer service management roles.
- Leadership: Strong leadership skills with the ability to motivate and inspire a team.
- Communication: Excellent communication and interpersonal skills.
- Problem-Solving: Strong problem-solving skills and ability to multi-task.
- Software Experience: Proficient in using Salesforce software
- Education: Bachelor’s degree required.
- Legal Work Authorization: Must be legally authorized to work in the United States.
- Availability: Must be available to work in person starting July 1st.
- Technical Proficiency: Familiarity with Windows operating systems and emerging professional/technical knowledge.
- Compassion and Teamwork: Compassionate demeanor and teamwork skills.
- Additional Skills: Multilingual skills are a plus.

Pay: $23.00 - $26.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental insurance
- Health insurance
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Ability to Commute:

- New York, NY 10001 (preferred)

Ability to Relocate:

- New York, NY 10001: Relocate before starting work (required)

Work Location: In person

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