Fertility Care Manager (Remote)

Location

Remote (EST or CST time-zone required)

About Stork Club

Stork Club is reimagining the way people build families by delivering inclusive, high-quality, and cost-effective healthcare benefits for employers. We partner with forward-thinking organizations to provide world-class services that improve outcomes and enhance member experiences. Our culture is grounded in innovation, collaboration, and our core values: Compassionate Directness, Clear Ownership and Accountability, Evidence-Driven Decision Making, Product Mindset, Thinking Differently, and One Team.

About the Role

The Fertility Care Manager is a key member of the Care Team, responsible for delivering concierge-level, proactive support to Stork Club members. This role involves guiding members through benefit navigation, provider selection, cost estimates, billing inquiries, and escalations. The ideal candidate has a strong background in fertility care, is highly empathetic, and thrives in a fast-paced, member-first environment.

Key Responsibilities:

Member Support & Benefit Navigation

• Serve as a primary point of contact for members via chat, email, and video calls, ensuring high-quality, empathetic support.
• Educate members on their fertility benefits, coverage options, and financial responsibility.
• Assist members in finding in-network providers and facilitate transitions of care when needed.
• Provide emotional support and advocacy throughout the fertility journey.

Billing & Cost Coordination

• Guide members through billing processes, explain invoices, and collaborate with Revenue Operations to address discrepancies.
• Resolve member escalations related to provider access, billing disputes, and service authorizations.
• Work with network providers and internal team to streamline the billing process and prevent surprise costs.

Care Coordination & Issue Resolution

• Expedite referrals, prior authorizations, and treatment approvals by coordinating with providers and internal teams.
• Coordinate with Provider Operations team to expand access to in-network clinics when needed.
• Proactively troubleshoot service barriers, including Rx delays, and insurance claims.
• Adhere to Service Level Agreements (SLAs) for response time and case resolution.

Process Improvement & Collaboration

• Maintain accurate case documentation in Salesforce to ensure seamless member support.
• Contribute to process improvement initiatives to enhance the member experience and operational efficiency.
• Participate in ongoing training and education to stay current on fertility treatments, reproductive health, and insurance coverage trends.

Required Qualifications

• Active certification as a Nurse (RN, LPN) with 3+ years of experience in fertility care.
• Exceptional member advocacy and communication skills – ability to explain complex medical and financial concepts clearly and compassionately.
• Strong understanding of reproductive health, infertility treatments, and fertility-related insurance coverage.
• General understanding of billing processes in fertility care.
• Ability to manage multiple cases simultaneously while meeting response and resolution time SLAs.
• Comfortable using technology, including CRM systems (Salesforce experience preferred) and telehealth platforms.
• Highly organized, detail-oriented, and committed to delivering an outstanding member experience.

Preferred Qualifications:

• Experience with healthcare customer service, billing coordination, or patient advocacy.
• Familiarity with Stork Club’s benefit structure and reimbursement processes.
• Additional certifications in mental health support for infertility or reproductive endocrinology nursing.

Stork Club is dedicated to building a diverse, inclusive team. We encourage candidates from all backgrounds to apply and join us in our mission to redefine family care.