Fertility Case Manager

Donor Nexus is an international agency specializing in egg donation, egg banking, and embryo donation, based in Newport Beach, California. Since 2012, we've helped over 2,000 families grow — and we've done it by building a donor-first model. We believe that when donors are supported and cared for, intended parents get better outcomes. That belief shapes everything from how we recruit our donors to how we structure our case management.

We're growing, and we're hiring a Fertility Case Manager to grow with us.

Role Description

This is a full-time role based in Newport Beach, CA (Monday–Thursday in office, Fridays remote), reporting to our VP of Operations.

The Fertility Case Manager owns fresh donor cycles end-to-end — from match through retrieval. You'll be the single point of contact for both the egg donor and the intended parents, eliminating the telephone game between departments that frustrates everyone involved. You'll know every detail of your cases because you're the one coordinating them.

At full ramp, you'll manage approximately 25 active cases at different stages. Some donors are local to their monitoring clinics; others travel and need flights, hotels, and appointments coordinated around their cycle. Some cycles are straightforward; others hit complications and require judgment and a steady tone with anxious parents. Your job is to make both donors and intended parents feel supported through what is often one of the most significant experiences of their lives.

This is not a call-center role. You'll own your caseload, know every donor and intended parent by name, and have real autonomy in how you run your work.

Responsibilities

• Own end-to-end coordination of fresh donor cycles, from match through retrieval
• Serve as the primary point of contact for both egg donors and intended parents
• Coordinate with fertility clinics on monitoring, medications, and scheduling
• Manage donor travel logistics including flights, hotels, and appointments
• Shepherd cases through medical screening, legal contracts, cycle management, and post-retrieval medical records
• Achieve performance goals against established timelines — quality experiences drive retention and company growth
• Track everything in Monday.com so nothing falls through the cracks
• Provide education and emotional support to donors and intended parents throughout the journey 
• Ensure compliance with FDA, legal, and organizational requirements
• Escalate clinical and eligibility edge cases appropriately

Qualifications

• High EQ — you can hold space for a donor who's nervous about her trigger shot and, two hours later, reassure an intended parent who has been trying for years without losing their trust 
• Skilled at difficult conversations — when things go wrong, you stay calm, lead with compassion, and leave intended parents feeling supported and clear on next steps
• Strong organizational systems — you don't need to be reminded; you have a process
• Excellent written and verbal communication skills in English (additional languages a plus)
• Comfortable with SaaS tools — we use Monday.com, Box.com, DocuSign, and Slack
• Calm under pressure; you escalate early instead of letting things spiral
• Attention to detail and problem-solving abilities in a dynamic environment
• Fertility, healthcare coordination, patient advocacy, or hospitality background a plus but not required
• Bachelor's degree in healthcare management, psychology, social work, or a related field preferred
• Comfortable with FDA and regulatory guidelines (or willing to learn)
• 2–4 years of experience in healthcare coordination, case management, patient advocacy, or a high-touch client-facing role

Compensation & Benefits

• Base salary: $60,000-$75,000 DOE
• Monthly healthcare stipend
• Hybrid schedule: Monday–Thursday in our Newport Beach office, Fridays remote