Client Services Manager

Client Care Manager, Embryo Donation (Full time)

Overview : Seeking a Client Care Manager passionate about making a difference in the fertility space! The ideal candidate will be a results-oriented project manager with a high empathy quotient and proven track record.

Join our collaborative start-up team helping to make the dream of a family come true.

About us : All families should be able to have a child to love. Embryo Connections helps families with surplus embryos via IVF donate them to families who need embryos to complete their family.

With objective, knowledge-based guidance, clinical administration and donor to recipient logistics, families can feel confident and at ease on their journey.

Embryo Connections is a nimble, inclusive, supportive small business based in CO. We believe that working together, we can bring more love into the world.

Job Description : The Client Care Manager (CCM) supports our embryo donation client funnel and post-match process to ensure that donors and intended parents are motivated to participate in the program and can quickly and seamlessly work through the stages of the donation process.

This role is integral to the organization’s mission and should strive for excellent client care, attention to detail, accuracy, and timeliness.

This person must be able to adeptly coordinate many client project flows concurrently, be resourceful and adapt to unique situations on every case.

Responsibilities

Case Management

• Engage and follow-up with prospective Donors and Intended Parents ("IPs"), providing information and guidance to encourage participation and respond to hesitations.
• Work with new clients to ensure complete, accurate, and engaging profiles, and initiate processes for ongoing case management.
• Provide information-based referrals, resolve hurdles, and support clients throughout the donation process.
• Coordinate closely with medical practices, external providers, clients, and the clinical team to ensure that all is in place in a timely manner for a smooth donation.
• Create and maintain relationships with key clinic customers to better understand needs, track and ensure EC adherence to their protocols, and deliver innovative solutions beyond expectations.

Match Making

Support matching assigned Donors and IPs.

Center of Excellence

Manage professional referral database, acting as professional group expert for the Client Care Team

Other

Support growth of our start-up as needed! So much to do!

Pre-requisites

• Experience as a project manager, case manager, or similar role managing multiple projects simultaneously
• Experience in a medical or clinical industry, ideally fertility / reproductive medicine / women’s health
• Undergraduate or graduate degree in related field
• High proficiency in MS Office applications including Excel, Dropbox, and online communications applications such as Gmail, Zoom, and other business tools

Characteristics

• Organized
• Detail oriented
• Results-driven
• Articulate
• Connector
• Service oriented
• Empathetic
• Timely
• Self-motivated
• Team player
• Learning mentality
• Comfortable working in changing environments
• Passion to make a difference
• Resilient

Pay structure :

• Salary range $60,000 - $79,000 plus semi-annual performance bonus
• Benefits, including medical (subsidized 75% for employees), dental, vision, and life insurance.
• Retirement plan with up to 3% company match after one year of service

Work location : Remote, with preference for CO residents

Our work environment includes Relaxed atmosphere, Growth opportunities, Work from home, collaboration!

Embryo Connections provides required technology hardware including a computer laptop and external monitor. Employees will be asked to provide a functional phone and other desired home work station peripherals.

Working Hours : Full Time Mon Fri, at least 80% during a standard 8 : 30 5pm workday

Physical Demands

• May potentially lift 20 - 30 lbs on occasion.
• The work involves normal physical activity associated with an office environment.
• Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Embryo Connections doesn't tolerate discrimination based on race, color, religion, sex, national origin, disability, age, or genetic information.

Tips : Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

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