Donor Coordinator I, Donor Egg

CooperCompanies•Rockville, MD

3d•$29 - $31

About The Position

The Donor Coordinator I, Donor Egg, provides customer service to domestic and international donation facilities and donor agencies by managing assigned accounts and helping ensure supply needs are met. The role manages egg donor operations for assigned clinic accounts and reviews donors according to company and regulatory agency policies. The coordinator works with nurses, donor egg agencies, donation facilities, clinic accounts, and internal departments to review donor applications and records, coordinate screening documentation, maintain donor information, manage account follow-up, and address operational or quality concerns. The role also supports inventory processing, donor invite-backs, meetings, cycle projections, and coverage for egg program operations. Extended hours, including mandatory overtime, may be required to complete department goals or tasks as business needs dictate.

Requirements

At least two years of experience in a customer service-related field.
Strong customer service, project management, interpersonal, organizational, and multitasking skills.
Strong attention to detail when composing, typing, and proofreading materials.
Ability to maintain confidentiality.
Intermediate or advanced proficiency with Excel, Word, and PowerPoint; advanced proficiency is preferred.
Ability to analyze data, follow written or oral instructions, and solve problems involving several concrete variables in standardized situations.
Ability to speak and write English and communicate effectively and professionally with clients and external contacts.
Ability to read and comprehend instructions, write routine reports and correspondence, and present information effectively in one-on-one and small-group situations.
High school education.

Nice To Haves

Experience with CRM or EMR programs.
Previous experience with IVF, Reproductive Endocrinology and Infertility, or third-party reproduction.
Bachelor’s degree.
Advanced skill in Excel, Word, and PowerPoint.
Fluency in additional languages such as Spanish, French, or Portuguese.

Responsibilities

Maintain productive partnerships with nurses, donor egg agencies, and donation facilities, addressing clinic and donor issues courteously and resolving them in a timely manner.
Review potential egg donor applications according to established network guidelines.
Enter donor information and photos into the DEB USA Admin Site and ensure the information is complete and accurate for client viewing.
Request and review donor screening test results, forms, agreements, and consents; route materials to Quality Assurance and Genetics; and set distribution to applicable jurisdictions.
Act as a liaison between donation facilities and the CooperSurgical Genetics Department, requesting additional information when applications are incomplete.
Redact sensitive protected health information (PHI).
Maintain information from donation facilities in designated electronic folders and update the DEB USA internal system (Sugar CRM).
Follow up with donation facilities to ensure timely receipt of donor agreements, consents, profiles, and Summaries of Records.
Process timely invite-backs to donation facilities, follow up at least monthly, and record reasons for donor retirement when a donor is unavailable to cycle after being invited back.
Perform initial intake of Adverse Outcome Reports and Family Medical History Updates as necessary.
Coordinate and conduct bi-weekly or monthly meetings with assigned donation facilities.
Report monthly cycle projections from assigned donation facilities.
Maintain strong internal and external working relationships, including with network practices.
Complete nonconformances and deviations in MasterControl and communicate with Quality Assurance to resolve paperwork issues; enter events into MasterControl and work with management as necessary.
Protect the confidentiality of donor and client private information.
Provide timely feedback to Management and network practices regarding nonconformances, clinic relationship concerns, or quality concerns.
Create donor cards when applicable, enter inventory lines, and/or verify and post inventory in Navision during Initial and Final QC processes.
Maintain a basic understanding of the egg donor qualification process and effectively coordinate and manage donor accounts.
Work extended hours, including mandatory overtime, when business needs require completion of daily department goals or tasks.
Provide backup coverage for egg program operations as needed.
Perform other duties and projects as assigned.