We are seeking an experienced Customer Success Specialist to join our dynamic team. This is a global role and will work in collaboration with Inside Sales, Field Sales, Customer Success, and Operations. If you are an accomplished leader with a passion for delivering exceptional results globally in the Fertility industry, we invite you to join our team.
This role supports the Customer Success Team and is primarily responsible for qualifying intended parents for premium plans, acting as a liaison between the Refund Plans Team and the Family Building Consultants regarding all intended parents in premium plans and subsequent cycles. The ideal candidate deeply understands the customer experience, is diligent, and thorough, and has proven successful in executing client relations.
Performs as a liaison between DEB USA Medical Review Team and partner clinics to determine eligibility of applicant Refund Plans (Assured Refund and Multi Egg Lot Refund Plan) and acts as a liaison between DEB USA Refund Plans Team and Family Building Consults regarding clients enrolled in Refund Plans
Communicates to Intended Parents when additional service level is needed for those enrolled in any DEB USA plan and provides updates on status of plans, expirations, withdrawals and next steps with empathy, compassion and professionalism.
Troubleshoots complex workflow processes within Refund Plans Team as well as performs gap assessments in internal DEB USA communication between Refund Plan Team and Family Building Consultants
Participates and prepares medical reviews with Medical Review Team on a weekly basis for applicants in premier plans and communicates with them several times per week to expedite review process and manage large caseload of applicants
Obtains necessary medical records and documentation from both client and clinic and prepares charts for eligibility reviews and communicates effectively and efficiently with partnering clinics and clients regarding the eligibility status and process
Handles questions from prospective and current clients; addresses customer/client issues and ensures effective short-term and long-term resolution in a timely manner with the highest degree of courtesy, professionalism, and integrity
Educates prospects/clients about the Refund Plans; identifies customer requirements and expectations to optimize conversions and manages emotional or complex customer situations with clients and network partners promptly and professionally
Diligently partners with the client and clinic to increase speed to final match and acts as a liaison between the clinics and medical reviewer and to DEB USA Quality team to identify poor performing egg lots or high euploid super donors
Collaborates cross-functionally with all additional DEB USA departments and initiates Refund Plans withdrawal process and maintains electronic and paper client files (enters, updates, etc.); follows policy and procedures accurately; protects and maintains confidentiality of donor and client private information
Adheres to Genetic Carrier Standard Operating Procedure and educates clients on genetic testing of selected donors who are listed as a carrier demonstrating excellent judgement
Displays high EQ to sense signs of disgruntled customers; delivers any negative news with ease and sensitivity; engages and establishes positive relationships with the clients, nurses, and physicians while demonstrating excellent judgement
Strong critical thinking, strong business acumen and extreme ownership
Solution driven approach; pressure tests norms and legacy process to enhance productivity
Fosters culture of collaboration, continuous improvement, and celebrating wins Job Description • Leads through influence, navigates ambiguity, and adapts to fast changing conditions
Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and internal stakeholders
Experience: • Minimum of 5 years’ experience in Fertility Customer Service, patient care, or clinical administration
Proven track record executing lead conversion to approval through diligent client management services
Previous IVF clinical experience is a plus
Education: • Bachelor's degree in Business Administration, Marketing, or a related field
As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. The good faith estimate of the salary range for this role is $67,000-$80,000. The actual amount offered is determined by a number of factors including but not limited to location, skills and experience. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at talent.acquisition@coopersurgical.com.