Member Advocate (Manager Level)

Cofertility; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote work

Job summary

Cofertility in the United States is seeking a Member Advocate to manage cases for Split Members as they navigate egg freezing and donation. You will own a portfolio of donors at different stages, serving as the primary contact across video, phone, text, and email.

You will coordinate with fertility clinics, maintain airtight donor records, and help build scalable processes while adhering to ASRM and FDA guidelines.

Qualifications

• 5+ years experience as a case manager/coordinator with experience working with multiple cases at once.
• An excellent communicator who loves building relationships and trust.
• A problem solver, who is ready to take on challenges the moment they arise and enjoys fast paced work.
• Someone who is always looking for ways to be more efficient.
• Interested in the fertility field and is comfortable supporting and educating our members through egg donation, and egg freezing.

Responsibilities

• Serve as an advocate for Split Members (egg donors) as they navigate their egg donation journey.
• Own day-to-day case management for a portfolio of Split members; guide them through each stage over video, phone, text, and email.
• Manage multiple cases at different stages simultaneously, keeping timelines on track and members informed of next steps.
• Educate members on what to expect throughout egg freezing and donation.
• Anticipate and resolve issues quickly, escalating to the right team members when needed.
• Coordinate with medical providers to schedule retrievals, manage travel, funding, screenings, and retrievals.
• Build and refine case management best practices and operational procedures.
• Track match progress in CRM and ensure documentation is captured seamlessly.

Skills

Case management

Customer communication

Healthcare experience

Tools

Google Suite

CRM tools

Job description

Cofertility is a Series A company focused on the fast-growing field of fertility and family planning. Through Cofertility Freeze, women can freeze their eggs for free when they donate eggs to a family who can't otherwise conceive. Cofertility Family serves as a more transparent, ethical egg donor matching platform. We are passionate about improving the family-building journey and are in an endless pursuit to make these experiences more positive.

What We're Looking For

We are hiring a Member Advocate to manage cases for our egg donors (Split Members) as they move through their egg freezing and donation journey. You'll own a portfolio of donors at different stages at once, keeping every case moving from match through retrieval while serving as a steady, knowledgeable point of contact. You'll coordinate closely with fertility clinics and partners, keep donor records airtight, and help build the processes and procedures that let our case management scale as we grow. This role is ideal for someone with deep customer-facing and/or case management experience who loves the details, thrives in a fast-paced environment, and cares about giving women more options to balance family-building aspirations and other goals. You will have the unique opportunity to help members freeze their eggs for free while donating to help others build the families of their dreams.

Responsibilities

• Serve as an advocate for Split Members (egg donors) as they navigate their egg donation journey.
• Own day-to-day case management for a portfolio of Split members
  • Serve as the primary point of contact and advocate for Split members, guiding them through each stage of their egg freezing and donation journey over video, phone, text, and email
  • Manage multiple cases at different stages simultaneously, keeping timelines on track and members informed of next steps
  • Educate members on what to expect throughout egg freezing and donation
  • Anticipate and resolve issues quickly, escalating to the right team members when needed
• Manage relationships with medical providers to coordinate the retrievals for member donors - including scheduling travel, managing escrow funding, coordinating screenings and egg retrievals
• Optimize and build case management best practices and operational procedures
• Track match progress in our CRM tool, ensuring the documentation for each match is captured seamlessly
• Follow industry guidelines as directed by the American Society of Reproductive Medicine (ASRM) and the Food and Drug Administration (FDA)
  

Professional Characteristics

• 5+ years experience as a case manager/coordinator with experience working with multiple cases at once
• An excellent communicator who loves building relationships and trust
• A problem solver, who is ready to take on challenges the moment they arise and enjoys fast paced work
• Someone who is always looking for ways to be more efficient
• Interested in the fertility field and is comfortable supporting and educating our members through egg donation, and egg freezing (excited to learn, even if this isn’t your background coming in)
• A collaborative team player
• Experience in healthcare and/or working with fertility clinics and providers is a bonus
• Proficient in Google Suite, CRM tools, and learning new software

Personal Characteristics

• Inspired by our mission of changing the world of family planning and empowering women to own their fertility timeline
• Patient, kind, and empathetic
• Versatile
• Ready to learn and grow

About Us

We are a fully remote team and are spread out across the coasts. Since we’re located all over the country, communication using Slack, Gmail, Zoom, and other tools is key. We communicate regularly throughout the day, and you’ll never be alone.We believe in giving our team members autonomy, and place value on the output of each team member. Above all, we’re proud to engage in meaningful work that will impact tons of people throughout the family-building process.

We are an equal opportunity employer. Individuals seeking employment at our company are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Additionally, we encourage candidates who have non-traditional/diverse backgrounds to apply. Candidates who have been challenged or chosen to challenge themselves in unique ways, but may not fit all specified criteria are still encouraged to apply and share why this is such a compelling opportunity for you.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Cofertility’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.