Surrogacy Case Manager

Suwanee, GA

Full Time

Experienced

Family Inceptions is an independent surrogacy and egg donation agency headquartered in metro Atlanta, serving intended parents and surrogates across the United States. This role is built for someone rare: a former surrogate who went on to build a professional career managing people, deadlines, and details. If that is you, you already understand the weight of this work from the inside, and this is your chance to be the steady hand you had, or wish you had, on your own journey.

About the role

We are hiring a Journey Manager to own surrogacy cases from match through postpartum. You will be the primary contact for intended parents and surrogates, coordinate clinic and legal milestones, and provide non-clinical support through the highs and the hard days.

What you'll do

Journey Management & Case Coordination

Manage surrogacy journeys from initial match through postpartum, serving as the primary point of contact for all parties involved.
Coordinate communication and scheduling between intended parents, surrogates, IVF clinics, reproductive attorneys, mental health professionals, and insurance providers.
Guide intended parents and surrogates through the match process, setting expectations and supporting alignment from the start.
Monitor medical milestones including screening appointments, embryo transfers, pregnancy confirmations, OB appointments, and delivery planning.
Track case timelines and ensure all contractual, legal, and medical deadlines are met.
Proactively identify risks, delays, or complications and work to resolve or escalate issues before they impact the journey.
Coordinate travel logistics when surrogates or intended parents need to be at clinic appointments or delivery locations.

Client Support & Communication

Provide consistent, compassionate, non-clinical emotional support and education to intended parents and surrogates throughout the journey.
Set clear expectations regarding timelines, medical processes, legal steps, financial responsibilities, and communication norms.
Conduct regular check-ins with both intended parents and surrogates to ensure alignment, satisfaction, and emotional well-being.
De-escalate conflicts or misunderstandings between intended parents and surrogates with professionalism and care.
Serve as a calming, knowledgeable presence during high-stress moments such as failed transfers, pregnancy complications, or delivery changes.
Communicate exclusively through company-approved systems.

Documentation & Compliance

Maintain accurate, detailed, and up-to-date case records in company systems at every stage of the journey.
Ensure all required documents (contracts, medical clearances, insurance confirmations, legal agreements) are collected, filed, and tracked.
Follow HIPAA requirements and company confidentiality policies in all communications and record-keeping.
Ensure compliance with ethical standards, company protocols, and applicable federal and state law.
Prepare case summaries, status reports, and handoff documentation as needed.

Required Qualifications

Please apply only if you meet both of the following requirements.

You are an experienced surrogate who has completed at least one surrogacy journey.
You have 3+ years of professional experience in another field, such as case management, project management, client services, fertility, adoption, or healthcare.

Who Thrives in This Role

You’re calm under pressure and the kind of person people trust with hard news.
You’re detail oriented and meticulous with records, and you never let a deadline slip silently.
You work well with all kinds of people, from intended parents under stress to surrogates, attorneys, clinic staff, and insurance providers, and you can adapt your approach to each.
You can manage many moving pieces at once, keeping multiple journeys at different stages on track without dropping a thread.
You genuinely enjoy people. Most of each day in this role is spent in conversation with intended parents, surrogates, clinics, and attorneys, and that pace energizes you rather than drains you.

What We Offer

Salary range: Based on experience
Full benefits: medical, dental, vision, life, 401(k) match
Paid holidays, paid time off, and sick leave
Hybrid schedule preferred, based in metro Atlanta, with flexibility depending on the person; we are open to candidates outside the Atlanta area

How to apply

Please apply only if you meet the required qualifications above; completed surrogate experience is a firm requirement for this role.

Equal Opportunity Employer

Family Inceptions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, disability, genetic information, or any other characteristic protected by law.

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