Surrogate Engagement Coordinator

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 Surrogate Engagement Coordinator, you'll be the quarterback of our surrogate screening process—the trusted guide who transforms what could be an overwhelming journey into a supportive, empowering experience. You'll serve as the primary point of contact for potential surrogates, orchestrating a seamless experience from their very first interaction through the completion of screening. Think of yourself as both a trusted advisor and a skilled conductor—guiding applicants through each step while coordinating effortlessly behind the scenes with nurses, health information specialists, and mental health professionals.

Your superpower? Making people feel heard, supported, and confident as they navigate this meaningful journey. You'll provide personalized guidance that anticipates needs, solves problems before they arise, and ensures every candidate feels the genuine care and professionalism that defines ConceiveAbilities. You're not just managing a process; you're building the trust-based relationships that are at the heart of our mission.

Position responsibilities

• Own a full pipeline of surrogate applicants—typically 25 at a time—providing consistent, personalized support and ensuring each one moves smoothly through the screening process.
• Serve as the primary point of contact for surrogate applicants, building trust and lasting rapport with applicants through confident communication, empathy, and attention to detail that reflects ConceiveAbilities' values.
• Coordinate closely with nurses, health information specialists, and mental health professionals to assess readiness and make thoughtful activation recommendations.
• Manage the behind-the-scenes logistics—scheduling, documentation, background checks, and financial packages—with precision and efficiency.
• Maintain accurate, up-to-date profiles for each surrogate in the CRM system, ensuring all records are complete and easily accessible.
• Conduct virtual home visits and sensitive decline conversations with professionalism and care, ensuring every applicant feels respected and valued.
• Prepare surrogates for the matching process by setting clear expectations and providing the encouragement and insight that inspire confidence.
• Communicate respectfully and empathetically with applicants when we are unable to move forward, even in situations when the decision itself is not a shared decision between the candidate and ConceiveAbilities. It's crucial to handle these conversations with sensitivity, acknowledging their partnership and expressing gratitude for their time and effort. We value all applicants.

Experience and skills

• Demonstrated professionalism in communication, appearance, and work product, supported by excellent references.
• Strong interpersonal intuition—skilled at reading people, adapting to dynamics, and building trust with diverse audiences.
• Exceptional written and verbal communication skills with attention to detail and clear, polished language used over email and over the phone/video.
• Highly organized and dependable, balancing precision with the ability to manage multiple moving parts efficiently.
• Compassionate and emotionally intelligent, exercising sound judgment and empathy in sensitive conversations.
• Fast learner with a proactive mindset, eager to problem-solve, improve processes, and thrive in a changing environment; connection to the fertility field is a plus.

Requirements

• This is a full-time, 8-hour per day role, providing consistent, hands-on support to surrogate applicants while efficiently managing schedules, calls, and other operational tasks.
• Associate's or bachelor's degree, with at least 3 years of experience in a client-facing or customer service role.
• Technically proficient, with above-average computer skills and experience using Salesforce or a similar CRM system.
• A confident, personable professional who naturally connects with others, builds trust quickly, and provides guidance with empathy, professionalism, and attention to detail.

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: Surrogate Intake Manager

Compensation: $55,000 - $65,000 + bonus

ConceiveAbilities is an equal opportunity employer.