Client & Case Manager – Intended Parents & Donor Coordination

Company Description

Gen 5 Fertility is dedicated to setting a new standard in fertility care and third party reproductive services. Our team of highly experienced professionals focuses on delivering exceptional, individualized outcomes for every patient.

We operate in a collaborative, patient-centered environment where innovation and compassionate care come together to support individuals and families throughout their fertility journeys. Based in San Diego, CA, Gen 5 is committed to advancing both clinical excellence and the overall patient experience.

Role Description

We are seeking a highly organized and execution-driven Case Manager to oversee egg donor intake and coordinate intended parent journeys from initial onboarding through ongoing case management.

This role sits at the center of our operations, serving as a key liaison between patients, donors, and internal teams, and requires someone who can manage complexity, communicate clearly, and take ownership of the process end-to-end.

This is a full-time, on-site position in San Diego, CA, requiring a high level of organization, professionalism, and attention to detail.

Key Responsibilities

• Manage egg donor and intended parent cases from intake through coordination and follow-up
• Serve as the primary point of contact for patients, ensuring clear, timely, and professional communication
• Coordinate across clinical, laboratory, and administrative teams to move cases forward efficiently
• Track case progress and proactively identify and resolve delays or issues
• Maintain accurate documentation and ensure compliance with internal protocols and regulatory requirements
• Support both donor pipeline development and intended parent experience with a high level of detail and care

Requirements

• Prior experience in fertility, healthcare coordination, or case management preferred
• Strong organizational skills with the ability to manage multiple active cases simultaneously
• High attention to detail and ability to follow structured processes consistently
• Clear and professional communication skills
• Comfortable working in a fast-paced, team-oriented environment
• Proactive mindset with strong ownership and follow-through

Qualifications

• Strong interpersonal and communication skills, with the ability to work empathetically and professionally with clients
• Background in client-facing roles, customer service, or sales is a plus
• Understanding of the fertility industry, including egg donation, surrogacy, and clinical workflows preferred
• Proficiency in scheduling systems, data management tools, and standard office applications
• Strong problem-solving skills with a proactive approach to managing client needs and challenges
• Bachelor’s degree or equivalent professional experience

Ideal Candidate

The ideal candidate is detail-oriented, responsive, and comfortable working in a fast-paced, team-based environment. They are able to communicate clearly with patients, stay on top of multiple cases at once, and follow through on tasks consistently.

This role is well-suited for someone who enjoys working with people, is organized and proactive, and can balance structure with a high level of care in a patient-facing environment.