Surrogate Operations Specialist

North Star Fertility Partners LLC•Washington, DC

3d•$0 - $25•Hybrid

About The Position

Growing Generations is a family-building agency specializing in surrogacy and egg donation, founded in 1996. They are committed to unparalleled safety and quality standards, helping clients worldwide and facilitating the birth of over 2,000 babies. The agency is seeking a Surrogate Specialist to join their Surrogate Services Team. This role may focus on either Surrogate Experience (building relationships and guiding applicants) or Operations (managing case progression, documentation, and data integrity), but all specialists are expected to contribute to both aspects. The ideal candidate will possess a blend of strong relationship skills and operational attention to detail.

Requirements

Excellent customer service and communication skills.
Strong attention to detail and organizational ability.
Ability to interact with a broad set of clients from different cultures and regions.
Proficiency in Microsoft Office and Outlook.
Ability to maintain confidentiality and handle sensitive information.
Comfortable managing multiple tasks and priorities.
Thrives in a fast-paced and evolving environment where processes continue to grow and improve.
Positive, flexible attitude with a willingness to learn and adapt.

Nice To Haves

Experience with Salesforce or other CRM systems is a plus.
Prior experience in customer service, case management, or operations roles preferred.

Responsibilities

Maintain accurate and complete surrogate information across all required systems, profiles, records, and internal documentation.
Update information in all appropriate locations as new information is received or identified.
Take ownership of assigned cases and ensure all operational requirements are completed accurately and timely.
Conduct thorough case audits before transitioning cases to Case Management, regardless of whether the case has previously been reviewed by another team member.
Review surrogate profiles and case documentation for missing, inconsistent, or incomplete information and resolve discrepancies before the case progresses.
Ensure all relevant medical, pregnancy, social, and background history is appropriately documented and represented with complete transparency.
Write clear narratives and explanations when additional context is necessary to accurately represent a surrogate’s history or circumstances.
Ensure surrogate profiles present information accurately, transparently, and in appropriate context while representing the surrogate in the best possible light.
Maintain a high standard of data integrity and documentation quality to reduce errors, downstream delays, liability concerns, and the need for rework.
Track outstanding documentation, records, clearances, and other operational requirements and proactively address barriers that may delay case progression.
Coordinate internally with other departments to ensure cases move efficiently through the admissions and screening process.
Identify process gaps, recurring documentation issues, or operational concerns and escalate them appropriately.
Maintain a minimal level of direct surrogate contact when necessary to resolve operational matters that cannot be handled through routine communication.
Navigate complex or sensitive surrogate conversations when appropriate, including application declines, significant documentation concerns, requests for clarification, or other operational decisions requiring a more individualized conversation.
Communicate with surrogates professionally, compassionately, and clearly while maintaining appropriate boundaries for an operations-focused role.
Assist with additional operational responsibilities, case coverage, data cleanup, audits, and departmental needs as requested.
Ultimately own the operational integrity and readiness of assigned cases, ensuring they are complete, accurate, transparent, and appropriately documented before progressing to the next stage.
Collaborate with internal teams to support the overall success of the surrogate process.
Participate in and contribute to departmental and company initiatives and projects.
Be a creative problem solver with strong attention to detail.
Adapt to new systems, processes, and operational improvements as the program evolves.
Provide feedback and ideas that support continuous improvement and department and company growth.
Demonstrate empathy, organization, curiosity, and innovation.