Member Advocate (Manager Level)

The company is a Series A company focused on the fast-growing field of fertility and family planning. Through the company Freeze, women can freeze their eggs for free when they donate eggs to a family who can't otherwise conceive. The company 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

• Effective executor

• Versatile

• Ready to learn and grow

Please note that the starting salary for this role is $75k.

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.