International Case Manager - Chinese / English Bilingual
Irvine, CA, USA
Provide highest level of customer service to VIP clients.
Serve as liaison between Surrogacy and Donor Candidates, Intended Parents, and their physicians throughout the process. Manage and respond to inquiries from surrogacy and donor candidates.
Management "matches" of Intended Parents and their Surrogates. Duties include overseeing all logistics, administrative duties, and relationship management throughout the client engagement and complete surrogacy journey.
Provide first-class customer service. This might include providing concierge-type services, scheduling an after-hours call or meeting, or being available on a weekend for a time-sensitive issue.
Travel to fertility centers, hospitals and other locations as necessary to provide support during appointments. Travel varies based on the engagement and may be local, regional or national.
Collaborate and coordinate internally (legal, accounting social work teams, etc.) and externally (IVF clinics, insurance companies, travel agencies, etc.) to facilitate the smoothest possible experience for our clients
Advise Intended Parents in making decisions throughout the journey
Provide support to Intended Parents and Surrogates during low points in the journey such as failed transfers, relationship issues with Surrogate, miscarriage, premature and/or complicated deliveries
Enter important data related to journey in agency database and provide weekly/monthly/annual reports as requested.
Required Education & Experience:
An associate’s or bachelor’s degree
Fluent in both English and Mandarin Chinese
Customer service experience
Proficiency in Microsoft Office
Professional writing and phone etiquette skills
Client care coordination/ medical case management experience preferable
Assisted reproduction or women’s health industry experience preferable
Required Personal Qualities:
Energetic and enthusiastic challenged when working in a fast paced environment.
Professional, compassionate, responsible, caring, positive characteristics.
Excellent communication and problem solving skills.
Excellent customer service skills
Detail oriented, highly organizational and multi-tasking skills.
Be able to work alone and also collaborate with other members of your team. Effective written and verbal communication style, with clear, grammatically correct language.
Ability to learn quickly.
We are looking for someone passionate in the surrogacy field. This process is very personal for both our surrogates and the intended parents.
Job Type: Full-time
Sales / Customer Service Experience (Required)
Surrogacy: 1 year (Preferred)
Medical records screening experience (Preferred)
health industry experience preferable
English and Mandarin (Required)
Paid time off
United States (Required)