Director of Case Management

North Star Fertility Partners LLC • Washington, DC

3d • $0 - $90,000 • Hybrid

About The Position

Donor Concierge (DonorConcierage.com) is a premier fertility concierge company and we’re seeking an enthusiastic, strategic, and client-focused professional to join our team as the Director of Case Management. In this leadership role, you will oversee and support the Case Management Team while independently managing select private client surrogate and egg donor cases. The Director of Case Management (D-CM) also plays a key role in the sales and client experience process by conducting consultations with Intended Parents and helping convert prospective clients into active engagements.

Requirements

• High School diploma or equivalent
• Strong leadership and team management experience in fertility, surrogacy, donor coordination, healthcare, or a related client-service industry.
• Excellent interpersonal, communication, and relationship-building skills.
• Proven ability to manage sensitive client situations with empathy, professionalism, and discretion.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to collaborate cross-functionally and drive operational excellence across teams.
• Passion for supporting individuals and families on their family-building journeys.

Nice To Haves

• Experience with consultation-based sales, pipeline management, or client conversion preferred.

Responsibilities

• Independently manage select egg donor (ED) and gestational carrier (GC) cases, including private client, returning client, bundled, and complex cases.
• Provide ongoing guidance and support to the Case Management Team, including reviewing client and agency communications and assisting with escalated or sensitive situations.
• Participate in and lead agency introduction calls, match calls, and client meetings as needed.
• Lead regular Case Management Team meetings and facilitate weekly one-on-one check-ins focused on performance, accountability, workload management, and KPI tracking.
• Conduct initial consultations, follow-up consultations, and private client consultations with Intended Parents, while responding to prospective client inquiries and opportunity pipeline communications.
• Build and maintain strong relationships with partner agencies and industry professionals.
• Collaborate with the Surrogacy Program Manager on team workflow, surrogate allocation, and overall case management operations.
• Partner closely with the Intake/Product Sales Lead to support consultation goals, mid-funnel pipeline management, scheduling optimization, and KPI performance.
• Assist the General Manager with recruitment, onboarding, training, workflow improvements, client relationship management, and third-party partnerships.
• Work alongside leadership to ensure the Case Management Team consistently meets or exceeds consultation, booking, and operational KPIs.
• Represent Donor Concierge at occasional industry meetings, conferences, and networking events.

Benefits

• A competitive health plan that includes health, dental and vision
• 401(k) with company match
• “Take What You Need” PTO
• Tuition Assistance
• Paid Holidays
• LTD/STD/Life Insurance
• Wellness Programs
• The ability to work hybrid or remote based on location

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED