Program Coordinator

North Star Fertility Partners LLC; Canada; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

A surrogacy agency is seeking a Case Manager to provide exceptional customer service to intended parents and surrogates. Responsibilities include guiding clients through their journey, collaborating with internal teams, and maintaining case details in the CRM. The ideal candidate has experience in case management or customer service and strong communication skills. Work options include remote, hybrid, or in-office, along with competitive benefits like health insurance and PTO.

Benefits

401(k) with match

Health Insurance including dental and vision

"Take what you need" PTO

Wellness programs

Tuition Assistance

Remote or hybrid work options

Qualifications

• Experience in case management, customer service, or IVF/Third Party Reproduction is required.
• Strong oral and written communication skills.
• Ability to maintain calm demeanor during stressful situations.

Responsibilities

• Provide high level of customer service as the primary contact for clients.
• Collaborate with teams and partners to facilitate client experiences.
• Advise clients in decision-making and navigating their journey.

Skills

Customer service

Case management

Communication skills

Multitasking

Critical thinking

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM software

Job description

Overview

Circle Surrogacy was founded on the belief that everyone should have the opportunity to be a parent. To this day, that belief is at the core of everything we do. For 25 years, we’ve helped straight, and LGBTQ+ couples and singles fulfill their dreams of parenthood by helping bring more than 2,100 babies into this world…and counting! Circle is the most successful surrogacy agency with a 99.3% success rate for parents bringing home a baby.

Circle Surrogacy is all about family: internally, our culture is one of a large family, and externally, we are all passionate about helping others grow or create their own families. Together, we make parenthood possible.

What you’ll do

• Provide high level of customer service while serving as the primary point of contact for intended parents, surrogates, and egg donors throughout their surrogacy journey.
• Collaborate and coordinate with Circle’s teams and with our partners to facilitate the smoothest possible experience for our clients.
• Advise intended parents in making decisions and navigating their journey.
• Provide support to intended parents and surrogates during the lifecycle of their journey such as transfer day, relationship management with surrogates, delivery day, etc.
• Enter important data related to the journey in agency CRM.
• Be a contributing team player to Program Coordinator team.
• Lead with empathy and compassion, while providing a high touch service delivery to our customers and partners.

What you’ll need to succeed

• High school diploma or equivalent with experience in case management, customer service, or IVF/ Third Party Reproduction.
• Strong oral and written communication skills and ability to maintain calm demeanor during stressful situations.
• High attention to detail and ability to multitask/prioritize.
• Critical thinking and problem-solving capability.
• Ability to work in a fast-paced environment with time-sensitive work deadlines.
• Proficiency in Microsoft Office and familiarity with utilizing databases.

What are the benefits

• 401(k) with match
• Health Insurance; including dental and vision
• “Take what you need” PTO
• Wellness programs
• Tuition Assistance
• Ability to work remotely, hybrid, or in office based on location

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Required to sit, talk, or hear; via computer, telephone, or in person as needed.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable. North Star and its companies are an equal opportunity employer. We provide opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression. The law requires an employer to post notices describing the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability, veteran status, sexual orientation, and genetic information and gender identity or expression. Please visit https://www.eeoc.gov/employers/eeo-law-poster to visit the “EEO is the Law” poster.