Biorepository Client Care Coordinator

THE RIGHT CANDIDATE

We’re looking for a creative, collaborative, resourceful, thoughtful, smart, entrepreneurial team member who has a passion for our mission and shares our values. The right candidate will thrive in a fast-paced environment, celebrate winning as a team and be resourceful in finding, creating and implementing solutions. They will balance moving swiftly and thoroughly with ensuring that they are contributing to our collaborative team environment. They will care equally about achieving excellent results and ensuring everyone involved feels a valued part of the team. This person will be a key ambassador for our company.

The successful candidate is a quick learner who will be comfortable in a start-up environment and thrive on finding creative solutions. There is no playbook outside of the mission we share and the values we embrace.

ROLE

This role is responsible for acting as the TMRW Client Care Coordinator supporting fertility patients and IVF clinics wishing to place their most precious frozen specimens (eggs, sperm, and embryos) into TMRW’s state-of-the-art, technology driven long-term storage biorepository. This role is located in our New York City office.

• You will provide comprehensive case management utilizing Salesforce, DocuSign, Stripe and other tools - from lead generation through active patient storage. This includes answering detailed questions from potential clients, facilitating informed consent, account set-up, medical record transfer, billing, and shipping logistics for each patient or clinic.
• You will prepare forms and initiate our Patient Informed Consent and Cryostorage Agreement process via DocuSign.
• You will collect and post patient cryostorage payments.
• You will be responsible for coordinating with IVF laboratories in fertility clinics to request and obtain necessary medical records for each patient.
• You will coordinate patient specimen shipment requests with internal TMRW couriers and various 3rd party vendors.
• You will collaborate and coordinate with cross-functional teams at TMRW to coordinate bulk imports of partner clinic specimens.
• You will manage all patient accounts and patient records by abiding by strict HIPAA and PHI regulations. You are responsible for communicating with all potential leads, fertility patients, and fertility clinics by secure email.
• You will abide by all local, state, and federal tissue banking regulations.
• You will maintain long-term, positive relationships with TMRW clients and fertility clinics.
• You are responsible for effectively and efficiently prioritizing and managing multiple cases simultaneously at differing stages of progress.
• Other duties as assigned.

You must be an enterprising self-starter, comfortable with ambiguity, and focused on flawless execution. You will win by turning ideas into action, strategy into tangible execution that will create value for TMRW and our customers. You will work closely with our Biorepository Operations team.

WHAT YOU'LL NEED TO SUCCEED

• Associate degree or equivalent work experience
• Strong communication skills; Spanish language skills a plus
• Experience in Healthcare case management (account set-up, records transfers, consenting, billing, etc); fertility experience is a plus
• Salesforce CRM experience is a bonus
• Familiar with healthcare terminology; fertility or biobanking familiarity is a plus
• Well-spoken, articulate and compassionate
• Strong writing skills that reflect courteous, professional, and empathetic communications
• Exceptional attention to detail with high degree of accuracy, efficiency and discretion
• Ability to balance and organize tasks - managing multiple cases with differing priority and stages of progression
• Willing and able to initiate tasks and perform duties with minimal direct supervision
• Fluent with Google Workspace Suite and Microsoft Office suite
• You are a curious collaborator and strong team player

ABOUT US

TMRW Life Science’s mission is to safeguard life’s most precious cells. We design technology that provides safety and transparency to modernize and transform IVF. Our platform revolutionizes the management, identification, tracking, storage and care of frozen eggs and embryos used in IVF. Developed in partnership with leading fertility doctors and embryologists, TMRW’s technology will play a central role in the births of tens of millions of people in the coming years by setting a new standard of care in the IVF industry.

Our team includes many pioneering leaders in clinical medicine, reproductive biology, embryology, and cryogenic biobanking who have synthesized their collective knowledge, vision, and experience in the development of the TMRW platform. We’re committed to bringing together a diverse, cross-disciplinary team to achieve our mission — and we’re always looking for more innovators to join us in creating a better tomorrow.

At TMRW, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

With a commitment to maintaining a bias-free environment where harassment is prohibited, we respect cultural diversity and comply with the laws of the places we operate. We expect our business partners, suppliers, clients, and team members to uphold these commitments.

We look for people who share our values. They are our promise to each other and the guideposts for our day-to-day work.

Our TMRW values:

Integrity is our non-negotiable.

Excellence is our standard.

Collaboration is how we win.

Trailblazing is our spirit.

Service is our passion.

Care is at the heart of everything we do.

EEO Statement

Equal Opportunity Employer

TMRW Life Sciences, Inc. is proud to be an equal opportunity employer and is committed to maintaining a diverse and including work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship, veteran status, and any other legally protected status under federal, state or local anti-discrimination laws.

The pay range for this position is: $50-60K. This is the pay range the Company believes it will pay for this position at this time. Consistent with applicable law, compensation will be determined based on the skills, job-related knowledge, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. For this role, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off.

Experience

• 2 - 3 years: Experience in Healthcare case management (account set-up, records transfers, consenting, billing, etc); fertility experience is a plus
• 2 - 3 years: Salesforce CRM experience is a bonus