ACRC Global is seeking a dedicated and experienced Case Management Coordinator to oversee the surrogacy journey from start to finish, enhance the quality of surrogacy management, maximize client and surrogate satisfaction, and promote cost-effectiveness. This Case Management Coordinator role combines case management and customer service leadership, requiring strong organizational and interpersonal skills, as well as proficiency with Salesforce and case-tracking tools.

The ideal candidate will bring compassion, professionalism, and attention to detail while ensuring compliance with ASRM recommendations and company policies.

Responsibilities

Case Coordination

• Coordinate match meetings between Intended Parents (IPs) and Surrogates.
• Arrange and oversee the surrogacy journey to ensure it is safe, timely, effective, efficient, and surrogate-centered.
• Facilitate multiple aspects of case management, including medical records, OB/medical clearance, psychological evaluation, insurance enrollment, legal agreements, and information sharing.
• Accompany surrogates to IVF clinics for medical screenings or embryo transfers as needed.

Escrow & Financial Coordination

• Manage escrow accounts, coordinating timely disbursements and reimbursements throughout the surrogacy process.
• Promote quality and cost-effective interventions and outcomes.

Medical & Support Assistance

• Support surrogates with medications or medical activities as prescribed.
• Interact regularly with surrogates to track progress, address concerns, and ensure satisfaction.

Collaboration & Relationship Management

• Build effective relationships with IVF clinics, hospitals, medical providers, escrow companies, insurance agencies, psychologists, and attorneys.
• Serve as a liaison to ensure smooth communication and coordination between all stakeholders.

Customer Service & Team Management

• Oversee a small team of customer service representatives, ensuring excellent service delivery.
• Handle escalated client concerns and develop strategies to improve overall satisfaction.
• Implement and maintain customer service policies, procedures, and training programs.
• Analyze feedback and data to identify areas for improvement and strengthen client loyalty.

Documentation & Reporting

• Maintain accurate case documentation and complete all required forms and reports.
• Generate statistical and performance reports for internal tracking.
• Ensure adherence to company protocols, rules, and professional standards.

Requirements

• Education: Bachelor’s degree required (Associate’s degree with relevant experience may be considered).
• Experience: Minimum 1 year of case management experience (IVF/Fertility industry preferred). Experience in customer service management is highly desirable.
• Technical Skills: Proficiency in Salesforce; familiarity with Windows operating systems.
• Communication: Strong communication, interpersonal, and customer service skills.
• Organization: Excellent time management and multitasking abilities.
• Problem-Solving: Strong critical thinking and solution-oriented mindset.
• Other: Compassion, teamwork skills, and the ability to network and cultivate professional relationships.
• Work Authorization: Must be legally authorized to work in the United States.
• Preferred: Multilingual skills and prior experience as a medical service case manager, coordinator, nurse, or related healthcare/social services role, IVF/Fertility industry experience preferred)

Why Join Us?

Joining ACRC Global as a Case Management Coordinator offers the opportunity to make a meaningful impact on the lives of children and families while working in a supportive and collaborative environment. If you are passionate about surrogacy case management, client satisfaction, and team leadership, we encourage you to apply for this Case Management Coordinator position.

Job Type: Full-time

Pay: $23.00 - $27.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off

Experience:

• Case management: 1 year (Required)

Location:

• Irvine, CA 92612 (Required)

Ability to Commute:

• Irvine, CA 92612 (Preferred)

Ability to Relocate:

• Irvine, CA 92612: Relocate before starting work (Preferred)

Work Location: In person