Job Description:
ACRC Global is seeking a dedicated and experienced Case Coordinator to enhance the quality of our surrogacy management, maximize client satisfaction, and promote cost-effectiveness. The successful candidate will oversee the entire surrogacy journey, ensuring compliance with ASRM recommendations and delivering outstanding surrogacy services. This role combines elements of case management and customer service management, requiring strong leadership skills and a high sense of responsibility, proficient in using Salesforce software. The candidate must have a bachelor's degree and be available to work in person starting July 1st.
Responsibilities:
- Surrogate Recruitment and Evaluation: Recruit and evaluate Surrogate candidates to ensure they meet ASRM recommendations and agency requirements.
- Match Coordination: Organize and conduct match meetings between Intended Parents (IPs) and Surrogates.
- Escrow Management: Manage the escrow account, coordinating timely disbursements and reimbursements related to the surrogacy journey.
- Surrogacy Process Management: Arrange and oversee a safe, timely, effective, and efficient surrogacy process centered on the Surrogate.
- Multifaceted Coordination: Facilitate various aspects of the surrogacy process, including medical records, OB/medical clearance, psychological evaluation, insurance enrollments, legal agreements, and information sharing.
- Surrogate Education: Educate Surrogates about the process, risks, and importance of compliance.
- Medical Assistance: Assist Surrogates with medications and medical activities as prescribed.
- Collaboration: Develop effective working relationships and cooperate with IVF clinics, hospitals, medical providers, escrow companies, insurance agencies, psychologists, and attorneys.
- Support and Tracking: Regularly interact with Surrogates to monitor their progress and ensure their satisfaction.
- Documentation: Record case information accurately, complete necessary forms, and produce statistical reports.
- Quality and Cost-Effectiveness: Promote quality and cost-effective interventions and outcomes.
- Professional Standards: Adhere to professional standards as outlined by protocols, rules, and regulations.
- Customer Service Management: Manage a team of customer service representatives, ensuring excellent customer service and handling escalated customer complaints.
- Policy Development: Develop and implement customer service policies and procedures.
- Employee Training and Evaluation: Train and onboard new customer service employees, and monitor and evaluate their performance, providing feedback and coaching as needed.
- Customer Feedback Analysis: Analyze customer feedback and data to identify areas for improvement, developing strategies to increase customer satisfaction and loyalty.
- Shift Management: Oversee shift management to ensure adequate staffing levels.
Requirements:
- Experience: Proven experience in case management and customer service management roles.
- Leadership: Strong leadership skills with the ability to motivate and inspire a team.
- Communication: Excellent communication and interpersonal skills.
- Problem-Solving: Strong problem-solving skills and ability to multi-task.
- Software Experience: Proficient in using Salesforce software
- Education: Bachelor’s degree required.
- Legal Work Authorization: Must be legally authorized to work in the United States.
- Availability: Must be available to work in person starting July 1st.
- Technical Proficiency: Familiarity with Windows operating systems and emerging professional/technical knowledge.
- Compassion and Teamwork: Compassionate demeanor and teamwork skills.
- Additional Skills: Multilingual skills are a plus.
Joining our team as a Case Coordinator offers the opportunity to make a meaningful impact on the lives of children and families in need. If you are passionate about child welfare and possess the necessary skills, we encourage you to apply for this rewarding position.
Job Type: Full-time
Pay: $23.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Commute:
- New York, NY 10001 (Preferred)
Ability to Relocate:
- New York, NY 10001: Relocate before starting work (Required)
Work Location: In person