Client Relations Manager

7 days ago

Vancouver, British Columbia, Canada GSHC Surrogacy Agency Full time

GSHC Surrogacy & Egg Donation is a leading third-party reproduction and fertility agency dedicated to helping individuals and couples around the world build their families through assisted reproductive technologies. We are committed to providing the highest level of care and support throughout the journey, ensuring a positive and rewarding experience for all parties involved.

We are seeking a highly motivated and personable Client Relations Manager to join our team. As a Client Relations Manager, you will be the primary point of contact for our clients, guiding them through the egg donation and surrogacy process, answering their inquiries, and providing unwavering support during their journey. You will be responsible for ensuring clear communication, maintaining excellent client relationships, and ensuring a seamless experience for both clients and donors/surrogates.

Position Overview:

As an Intended Parent Client Relations manager, you will play a crucial role in supporting our clients throughout their egg donation & surrogacy journeys. Your primary responsibility will be to provide exceptional customer service and act as a liaison between our clients and the case management teams. This role requires strong communication skills to ensure that all parts of the journey are moving smoothly.

Responsibilities:

● Act as the main liaison between the agency and the clients (intended parents) throughout the process.

● Respond promptly and empathetically to client inquiries via phone, email, and other communication channels.

● Educate clients on the egg donation and surrogacy process and address any questions or concerns they may have.

● Coordinate and schedule client consultations, virtual or in-person meetings between clients and surrogates/donors, and internal meetings with the agency team.

● Maintain accurate and up-to-date client records and documentation.

● Collaborate with the agency's intake, financial, and case management teams to ensure a smooth and efficient process.

● Prepare documentation related to the egg donation and/or surrogacy process including fee sheets, fee schedules, and financial estimates with assistance from the finance department.

● Provide emotional support and guidance to clients during the various stages of their journey.

● Identify opportunities for improving client satisfaction and engagement.

Requirements:

● Proven experience in a client-facing role, ideally in the fertility or healthcare industry.

● Excellent written and verbal communication skills, with a strong ability to convey information clearly and empathetically.

● Familiarity with Microsoft 365 and Google Workspace for efficient communication and documentation.

● Exceptional organizational skills and attention to detail.

● Ability to work in a fast-paced environment, multitask, and manage time effectively.

● An empathetic and compassionate approach in dealing with clients and sensitive matters.

● Bachelor's degree in a related field is preferred but not mandatory.

● Knowledge of fertility and assisted reproduction (egg donation and surrogacy processes) is a huge plus.

● Billingual in Mandarin is a huge plus.

Job Type: Full-time

Pay: $50,000.00-$100,000.00 per year

Benefits:

  • Flexible schedule

Experience:

  • fertility and assisted reproduction: 1 year (preferred)
  • sales : 3 years (required)

Language:

  • Mandarin (preferred)

Work Location: Remote

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