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International Case Manager - Chinese / English Bilingual

Irvine, CA, USA

Position responsibilities:

Provide highest level of customer service to VIP clients.

Serve as liaison between Surrogacy and Donor Candidates, Intended Parents, and their physicians throughout the process. Manage and respond to inquiries from surrogacy and donor candidates.

Management "matches" of Intended Parents and their Surrogates. Duties include overseeing all logistics, administrative duties, and relationship management throughout the client engagement and complete surrogacy journey.

Provide first-class customer service. This might include providing concierge-type services, scheduling an after-hours call or meeting, or being available on a weekend for a time-sensitive issue.

Travel to fertility centers, hospitals and other locations as necessary to provide support during appointments. Travel varies based on the engagement and may be local, regional or national.

Collaborate and coordinate internally (legal, accounting social work teams, etc.) and externally (IVF clinics, insurance companies, travel agencies, etc.) to facilitate the smoothest possible experience for our clients

Advise Intended Parents in making decisions throughout the journey

Provide support to Intended Parents and Surrogates during low points in the journey such as failed transfers, relationship issues with Surrogate, miscarriage, premature and/or complicated deliveries

Enter important data related to journey in agency database and provide weekly/monthly/annual reports as requested.

Required Education & Experience:

An associate’s or bachelor’s degree

Fluent in both English and Mandarin Chinese

Customer service experience

Proficiency in Microsoft Office

Professional writing and phone etiquette skills

Client care coordination/ medical case management experience preferable

Assisted reproduction or women’s health industry experience preferable

Required Personal Qualities:

Energetic and enthusiastic challenged when working in a fast paced environment.

Professional, compassionate, responsible, caring, positive characteristics.

Excellent communication and problem solving skills.

Excellent customer service skills

Detail oriented, highly organizational and multi-tasking skills.

Be able to work alone and also collaborate with other members of your team. Effective written and verbal communication style, with clear, grammatically correct language.

Ability to learn quickly.

We are looking for someone passionate in the surrogacy field. This process is very personal for both our surrogates and the intended parents.

Job Type: Full-time


Sales / Customer Service Experience (Required)
Surrogacy: 1 year (Preferred)
Medical records screening experience (Preferred)
health industry experience preferable

English and Mandarin (Required)
Additional Compensation:

Work Location:

One location

Health insurance
Dental insurance
Paid time off
Work authorization:

United States (Required)

About Us

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Founded by a group of surrogacy advocates who have years of experience in the surrogacy and IVF industry, PrimeSurro’s mission is to help intended parents fulfill their family destiny and help surrogates answer their calling to helping change lives forever. 

PrimeSurro is proud of our industry-leading, crystal clear compensation & benefit package. One of the highest in the industry, our compensation is coupled with a comprehensive professional supporting team who pay the utmost attention to detail and demonstrate expertise and consideration throughout the journey.  


Our surrogates experience a life altering, gratifying and treasured experience with our program while our intended parents get unmatched guidance, and they finally experience the ultimate joy of parenthood. 

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