Surrogate Engagement Advisor… at ConceiveAbilit… · UNITED

About ConceiveAbilities

ConceiveAbilities is the premier gestational surrogacy and egg donation agency in the United States and worldwide. For nearly 30 years, ConceiveAbilities has guided clients through the complex process of family building through assisted reproductive technologies. We are modern family advocates that believe that everyone who wants to become a parent, can. Parents should be able to choose from many family-building options - regardless of marital status, fertility challenges, geopolitical factors, or social motivation. At ConceiveAbilities, we are All In. Our staff is committed to helping our clients from their first meeting, to choosing a surrogate, to the delivery plans for the baby and every step in between.

Position description

As a Surrogate Engagement Advisor, you’ll be the first connection a potential surrogate has with ConceiveAbilities. Your role is to create a warm, welcoming space where she feels supported, heard, and empowered to share her story. Through thoughtful conversation and active listening, you’ll guide introductory calls that focus entirely on her — her "why," her hopes, and her questions — while asking key questions to thoughtfully assess her candidacy. Rather than managing her journey, you’re there to inspire confidence, offer encouragement, and help her explore if surrogacy is the right path for her. With empathy and insight, you’ll be integral to building the strong, trust-based relationships that are at the heart of ConceiveAbilities' mission.

Position responsibilities

• This role requires an 8-hour workday, ensuring consistent support for surrogate candidates while balancing the demands of managing schedules, calls, and other tasks efficiently within a structured workday.
• Manage a calendar to accommodate 12 introductory calls that focus on understanding the surrogate applicant's story, motivations, and questions while assessing candidacy.
• Serve as the primary point of contact for surrogate applicants, building trust and rapport through personalized, logistically-specific support during the initial stages of the screening process to ensure they trust ConceiveAbilities in both the decision to become a surrogate and to do so as part of our program.
• The advisor works with the coordinator to identify and share key aspects of the call that are relevant to the screening process, ensuring a collaborative approach in evaluating the candidate.
• Maintain accurate, up-to-date profiles for each surrogate candidate in the CRM system, ensuring all initial information is complete and easily accessible.
• Set the stage for the coordinator by preparing surrogates for the screening process. This includes establishing communication expectations and offering guidance to ensure surrogate candidates feel confident and supported throughout this important phase of their journey.
• Communicate respectfully and empathetically with applicants when we are unable to move forward, even in situations when the decision itself is not a shared decision between the candidate and ConceiveAbilities. It’s crucial to handle these conversations with sensitivity, acknowledging their partnership and expressing gratitude for their time and effort. We value all applicants.

Experience and skills

• An associate’s or bachelor’s degree
• Minimum 3 years in customer service or a client facing role
• Excellent references
• Experience with Salesforce
• Above average computer / technical skills
• Attention to detail and organized approach to accomplishing tasks
• Professionalism in personality, appearance, and work product
• Proficient in reading people, picking up on social cues, sensing the dynamics of a room, and adjusting when needed.
• Effective written and verbal communication style, with clear, grammatically correct language
• Sound judgment, compassion, and empathy are key
• Proven ability to work individually and to bring joy to a collaborative work environment
• Ability to learn quickly and also adapt to an environment with an equal mix of change and repetition
• Courage to use keen problem-solving skills and help refine the processes of a growing business
• Some connection to the field of fertility strongly preferred

We offer:

• Unlimited PTO
• Remote-first culture, with participation in in-person Employee Events
• Travel for Employee Events
• Medical, dental, vision, short- and long-term disability, basic life, and voluntary life
• 401(k) with matching contributions
• FSAs
• Continuing education allowance
• The opportunity to make a difference and help build families

Employment Type: Full Time

Reports To: Laci Compton, Surrogate Engagement Advisor Manager

ConceiveAbilities is an equal opportunity employer.