Job Description: Case Coordinator (Surrogacy Program)

Location: Fully Remote
Region Preference: South America
Gender Preference: Female candidate preferred
Employment Type: Full-time

Role Overview

We are seeking a highly compassionate, organized, and client-focused Case Coordinator to support surrogates throughout their full surrogacy journey. This is a fully remote position responsible for coordinating care, communication, and case management across multiple stakeholders, ensuring a seamless, supportive, and well-structured experience for all parties involved.

The ideal candidate will bring strong interpersonal skills, healthcare exposure (preferably OB-GYN or medical background), excellent English communication, and the ability to manage complex workflows in a sensitive, client-centric environment.

Key Requirements

Core Qualifications

• Strong English fluency (spoken and written) – video pre-screen required
• Based in South America
• Background in medical, healthcare, or OB-GYN strongly preferred
• Bachelors degree in a healthcare-related field preferred
• Basic understanding of:
  • OB-GYN care
  • Medical insurance
  • Healthcare systems
  • Third-party coordination in healthcare settings

Professional Skills

• Highly organized and detail-oriented
• Strong multitasking and prioritization abilities
• Excellent interpersonal and communication skills
• Strong customer service orientation and empathy
• Client-centric mindset with a passion for care coordination
• Comfortable working with CRM systems
• Proficient in Microsoft Office tools (Email, Excel, Word, PowerPoint)
• Ability to represent the company professionally and positively
• Proactive problem-solver with strong ownership mindset

Key Responsibilities

Case & Client Management

• Understand the surrogacy process and guide surrogates through every stage of the journey
• Build strong relationships and create a supportive, client-centric experience for surrogates
• Serve as the primary liaison between:
  • Intended parents
  • Surrogates
  • Fertility clinics
  • Attorneys
  • Mental health professionals

Process Coordination

• Guide clients through all stages of the surrogacy lifecycle:
  • Screening
  • Matching
  • Legal processes
  • Medical processes
  • Pregnancy journey
  • Delivery
• Schedule medical and related appointments
• Follow up on results and request medical records
• Coordinate documentation across stakeholders

Case Operations

• Maintain accurate and up-to-date:
  • Case files
  • Documentation
  • Timelines
  • Milestones
• Monitor case progress and ensure no steps are missed
• Track and manage daily activities using the CRM system
• Ensure task completion and workflow continuity

Ownership & Performance

• Demonstrate strong attention to detail and quality of execution
• Take initiative to solve issues in a timely and professional manner
• Proactively identify risks and delays in case progression
• Perform other duties as assigned

Ideal Candidate Profile

• Empathetic, calm, and emotionally intelligent
• Passionate about supporting families and surrogates
• Comfortable working in emotionally sensitive healthcare environments
• Highly reliable, accountable, and process-driven
• Strong coordination and relationship-building capability

What We Offer

• Fully remote work environment
• Purpose-driven, impact-focused role
• Opportunity to work in a highly meaningful healthcare domain
• Collaborative and mission-aligned team culture

This role is ideal for candidates who combine healthcare knowledge with strong coordination skills and a genuine passion for client care and service excellence.