Bilingual (English & Mandarin) Intended Parent (IP) Case Manager / Coordinator

About IVY Surrogacy IVY Surrogacy is a premier third\-party reproductive agency serving Intended Parents worldwide on their journey to parenthood. At IVY, we believe exceptional service is built on dedicated passion, untiring effort, and deep industry expertise. We provide compassionate, comprehensive, and seamless guidance to help build families through surrogacy and egg donation. Position Summary We are seeking a highly motivated, compassionate, and detail\-oriented **Bilingual (English \& Mandarin) Intended Parent (IP) Case Manager / Coordinator** to join our growing team. In this pivotal role, you will be the primary point of contact for Intended Parents, guiding them through every step of their surrogacy and donation journey. You will work closely with our internal team (Surrogate Case Managers, Donor Specialists) and external professional partners (IVF clinics, attorneys, escrow and insurance companies) to deliver an extraordinary client experience. Key Responsibilities * **Client Relationship \& Support:** Serve as the trusted liaison for Intended Parents; facilitate initial consultations, understand their unique needs, and guide them with empathy and professionalism throughout their family\-building journey. * **Matching \& Case Coordination:** Guide Intended Parents through the matching process with suitable donors and gestational carriers. Oversee all case logistics, timelines, and administrative milestones from contract execution through delivery. * **Cross\-Functional Collaboration:** Partner seamlessly with internal departments (Surrogate Managers, Donor Specialists) and external parties (IVF clinics, reproductive attorneys, insurance specialists, and trust accountants). * **On\-Site \& Appointment Support:** Travel to fertility clinics, local hospitals, and key appointments with or on behalf of clients as needed (local/regional, with occasional national travel). * **Case Tracking \& Record Management:** Maintain precise, up\-to\-date case files and documentation across all phases of the process. Qualifications \& Required Skills * **Language Proficiency:** Fluent in both **English and Mandarin Chinese** (written and spoken) is required to support our international client base. * **Professional Experience:** * *Preferred:* 1\+ years of case management or coordination experience in an IVF clinic, surrogacy agency, or related healthcare/third\-party reproduction field. * *Education:* Bachelor’s degree preferred. * **Core Competencies:** * Exceptional interpersonal, active listening, and customer service skills. * Strong organizational and multitasking abilities with high attention to detail. * A empathetic, "can\-do" attitude, self\-motivated initiative, and strong problem\-solving skills. * Proactive team player willing to assist other functional areas as needed. * Ability to work flexible hours and occasional overtime to accommodate international client time zones. * Proficiency with standard Microsoft Windows OS and office software. Work Culture \& Environment At IVY Surrogacy, our culture is: * **People\-Oriented:** Supportive, empathetic, and committed to fairness for both clients and team members. * **Outcome\-Oriented:** Results\-focused with a commitment to excellence and efficiency. * **Collaborative \& Innovative:** Open to fresh ideas and continuous improvement. How to Apply Please submit your resume along with a **Cover Letter** detailing: * Your experience in third\-party reproduction, IVF, or healthcare case management (if any). * Why you are interested in joining IVY Surrogacy and what you look for in an ideal employer. **Compensation:** **Competitive Base Salary \+ Performance\-Based Bonus** Job Type: Full\-time Pay: $60,000\.00 \- $72,000\.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Life insurance * Paid time off * Retirement plan * Vision insurance Work Location: In person