What We're Looking For

We are hiring a Member Outreach Specialist to support our Clinical Operations in guiding members through their egg donation journeys. This is a member-facing role that blends education, support, and service across several channels of communication for our egg donors. You’ll be a responsive, empathetic presence available when our members need us most, engage directly with members over phone and email to answer questions, leading video calls to educate members and ensure informed consent, as well as other operational and member-facing activities.

This role is ideal for someone who is a great communicator and passionate about fertility and/or more broadly, giving women more options to balance family-building aspirations and other goals. You will have the unique opportunity to help people freeze their eggs for free and donate to intended parents, ultimately helping both sides build the families of their dreams, on their timelines.

Responsibilities

Lead egg donor (Split member) calls
Conduct scheduled video informed consent calls with prospective Split program participants to guide them through their egg freezing and donation journeys with the following goals:
- Confirm members meet logistical requirements and obtain informed consent for egg retrieval and donation
- Ensure the member gets all of their outstanding Split program questions answered and follow up over email with any additional relevant resources
- Document updates and relevant information in member profiles
- Demonstrate enthusiasm about third party reproduction and effectively educate Split members
Support other elements of our member onboarding process as needed, such as building and approving donor profiles for our intended parent platform, including helping donors’ personalities shine
Assist with outreach to egg donor recipients (intended parents) as needed, including outbound calls to newly joined intended parents, and monitoring the inbound company line

Real-time Member Support

Monitor and respond promptly to member and lead inquiries over email
Provide assistance with scheduling, program clarifications, and general support
Collaborate with the broader Cofertility team to ensure a seamless experience and consistent communication for Split members and intended Parents
Surface observations, issues, and insights with relevant team members & create efficiencies in processes you own to optimize the Split program application process and member experience

Professional Characteristics

2-3 years experience in a client-facing role — ideally in education, sales, patient navigation, or member support
Strong communication skills over Zoom, phone, and email; comfortable discussing sensitive topics with empathy and professionalism
Ability to work independently and as a part of a team
Solutions-oriented and a fast learner, eager to contribute to improving processes at a fast-moving startup
Tech savvy. Proficient in Google Suite, able to learn and manage Customer Success / Operations tools. Experience with egg donor software is a plus
Experience in healthcare a plus
Eastern Time Zone preferred, but not required

Personal Characteristics

Empathetic and curious
Self-starter with strong attention to detail
Adaptable and comfortable working remotely
Passionate about reproductive health and family-building
A natural connector who enjoys helping people navigate complex choices

Member Outreach Specialist