Director of Case Management at North Star Fertility Partners LLC

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Aug, 26

Salary

90000.0

Posted On

20 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Case Management, Client Relationship Management, Consultation-Based Sales, Pipeline Management, Interpersonal Communication, Operational Excellence, KPI Tracking, Conflict Resolution, Strategic Planning, Healthcare Coordination, Empathy

Industry

Individual and Family Services

Description

Director of Case Management 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. What you’ll do: * Independently manage select egg donor (ED) and gestational carrier (GC) cases, including private client, returning client, bundled, and complex cases. * Provideongoing guidance and support to the Case Management Team, including reviewing client and agency communications andassistingwith escalated or sensitive situations. * Participate in andleadagency introduction calls, match calls, and client meetings as needed. * Lead regular Case Management Team meetings andfacilitateweekly 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 andmaintainstrong 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. What you’ll need to succeed: * 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. * Experience with consultation-based sales, pipeline management, or client conversion preferred. * Ability to collaborate cross-functionally and drive operational excellence across teams. * Passion for supporting individuals and families on their family-building journeys. What are the 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   * And much more!   North Star and its companies are an equal opportunity employer. We provide opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression. The law requires an employer to post notices describing the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability, veteran status, sexual orientation, and genetic information and gender identity or expression. Please visit https://www.eeoc.gov/employers/eeo-law-poster [https://www.eeoc.gov/employers/eeo-law-poster] to visit the “EEO is the Law” poster. 

Responsibilities

Oversee the Case Management Team and independently manage complex egg donor and gestational carrier cases. Lead client consultations to convert prospective intended parents into active engagements while optimizing operational workflows.