About CryoFuture
CryoFuture is the largest network of biorepositories and the fastest-growing cryotransportation courier service in the U.S. With facilities in San Francisco Bay Area, Los Angeles, NJ/NY, Atlanta, Chicago, and Dallas, we are a tech-forward leader in cryostorage and transportation of frozen embryos, eggs, and sperm. Our expertise combines deep industry knowledge with cutting-edge techniques, ensuring the highest safety standards and exceptional service for fertility clinics and their patients.
Position Overview
We’re seeking a IVF Coordinator to join our growing team in El Segundo, CA; someone who excels in a fast-paced, dynamic, and high-impact environment. You have exceptional attention to detail, the ability to prioritize time-sensitive tasks, and a strong sense of accountability. We are seeking a compassionate and highly motivated IVF Coordinator with a focus on patient onboarding and support. This role is critical in ensuring a seamless, supportive experience for patients as they begin their journey with us. The ideal candidate is empathetic, patient, and an excellent communicator who can guide patients through our platform, answer questions, resolve concerns, and deliver outstanding customer service.
You will be the face of CryoFuture, maintaining professional relationships with fertility clinics, patients, and third-party couriers while upholding the highest standards of compliance and quality assurance.
This is an onsite role based in El Segundo, CA, and requires a team player who can collaborate effectively across departments while also working independently with minimal supervision. Responsibilities may evolve as organizational needs change, reflecting our startup culture and commitment to continuous improvement.
Key Responsibilities:
- Act as the primary point of contact for new patients, ensuring a seamless, supportive, and welcoming onboarding experience. Personalize interactions to meet each patient’s needs while effectively communicating CryoFuture’s unique strengths in transport, storage, and ongoing support.
- Guide patients step-by-step through account setup, platform navigation, and any onboarding requirements.
- Proactively reach out to patients to address outstanding items, provide reminders, and ensure they feel informed and confident moving forward.
- Respond promptly and empathetically to patient questions and concerns via phone, email, and text.
- De-escalate patient concerns with professionalism, patience, and understanding, ensuring a positive resolution and patient satisfaction.
- Proactively manage a high volume of inbound and referred call leads, prioritizing those closest to conversion.
- Uphold ASRM and FDA compliance while maintaining strict confidentiality of patient records (HIPAA)
- Collaborate closely with clinical, operations, and technology teams to resolve issues and ensure seamless coordination of care.
- Track patient progress and document all interactions accurately in our systems.
- Assist in refining onboarding processes and identifying opportunities to enhance the patient experience.
- Manage multiple patient accounts and timelines simultaneously, prioritizing tasks effectively in a fast-paced environment.
- Flexibly take on new responsibilities as site needs and organizational priorities evolve.
- Help develop and organize training materials to support team growth as we scale operations.
- Act as a pioneer in establishing standard operating procedures (SOPs) and workflows to ensure consistency and efficiency for future team members.
- Partner with leadership to identify process improvements and create resources that support seamless onboarding for both patients and new staff.
- Work closely with Account Managers assigned to your respective accounts to ensure alignment and seamless patient experiences.
- Serve as the patient support lead and subject matter expert for all patient questions, concerns, and onboarding needs within your assigned accounts.
- Act as a key liaison between patients and internal teams, ensuring timely resolution of issues and proactive communication.
- Support multiple accounts simultaneously, managing priorities and ensuring smooth workflows across all patient touchpoints.
- Contribute to the development of scalable workflows and resources to support operational efficiency as the organization grows. Help refine scripts, messaging, workflows, and automation to maximize speed and effectiveness.
- Opportunity to grow into an Account Manager role, taking on broader responsibilities for overseeing accounts and leading patient experience initiatives.
- Serve as secondary point of contact for clinics, delivering exceptional service and tailored solutions to meet their needs.
Qualifications:
- Bachelor’s degree in a related field (healthcare, biology, or sciences) or equivalent hands-on experience in fertility, medical, or IVF laboratory settings.
- 2+ years of fertility or IVF experience in patient support, customer service, or healthcare-related roles.
- Strong interpersonal skills with the ability to show empathy, patience, and understanding in every interaction.
- Excellent communication skills (verbal and written); able to explain complex information clearly and compassionately.
- Proven ability to de-escalate concerns and resolve patient issues with professionalism and care.
- Highly organized and capable of managing multiple tasks and patient timelines simultaneously.
- Comfortable using technology platforms and able to troubleshoot basic issues with patients.
- Self-starter who thrives in a fast-paced, evolving environment and is comfortable working with minimal guidance.
- Startup or high-growth environment experience is a plus.
- Proficient with Google Workspace (Docs, Sheets, Slides, Drive, Gmail, Calendar) and comfortable navigating multiple technology systems.
Compensation & Benefits
At CryoFuture, we recognize the value of our team and offer a competitive salary along with an attractive benefits package:
- 401(k) Retirement Plan
- Medical, Dental, and Vision Coverage
- Free Lunch
Why CryoFuture?
At CryoFuture, innovation and excellence drive everything we do. As a leader in cryostorage and transportation, we offer a dynamic, high-impact work environment where you can make a real difference in the lives of patients undergoing fertility treatments. We are growing rapidly, and we want you to be part of this exciting journey.
If you’re ready to bring your expertise to a company that values integrity, innovation, security, and compassion, we’d love to hear from you.
