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Jump to the original descriptionResponsibilities
The Member Care Specialist provides concierge-level support to members navigating fertility and family-forming journeys, including onboarding and 1:1 video consultations. They are also responsible for researching medical and legal landscapes and maintaining knowledge databases.
Requirements
The role requires exceptional interpersonal and communication skills, high emotional intelligence, and strong organizational abilities. A background in healthcare is highly desirable, and fluency in English is required, with Canadian French being a strong asset.
Working hours
20 hours per week
Work arrangement
Remote Solely
Skills
- Customer service
- Interpersonal skills
- Communication
- Empathy
- Emotional intelligence
- Adaptability
- Organizational skills
- Attention to detail
- Prioritization
- Project management
- Collaboration
- Research
- Translation
- Localization
- Fertility counseling
Benefits
- Competitive salary
- Annual performance-based bonus
- Access to the Progyny Global platform
- Family-building benefit
- 1:1 mental health sessions
- Wellness support
- 8 weeks/year remote from anywhere
Remote locations (standardized)
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Healthcare
- Social Services
Keywords
- Member Care
- Fertility
- Family-forming
- Concierge support
- Healthcare
- Midwife
- Fertility nurse
- Video consultations
- Adoption
- Surrogacy
- Menopause
- Pregnancy care
- Knowledge management
- Localization
- Translation
- Diversity & Inclusion
- Customer care
- Remote work
Original job description
<p><strong>This is a 20-hour-per-week, 12-month fixed-term role based in Canada, covering a maternity leave.</strong></p>
<p>We’re Progyny Global, part of the Progyny Inc family.</p>
<p>Our shared mission? To make fertility and family-forming care accessible everywhere, breaking down barriers so that anyone can start a family, no matter where they are. With Progyny's support, we're set to amplify our impact globally, reaching more individuals and families than ever before.</p>
<p>Our goal is to make these journeys smoother and more accessible by offering personalised assistance and expert guidance. We are seeking proactive, empathetic, and detail-oriented individuals to join our team as <strong>Member Care Specialist</strong>, helping our members navigate their unique fertility and family-forming experiences in their preferred language.</p>
<p><strong>To support our global coverage needs, the required working hours are 4:00–8:00 p.m. ET, Monday through Friday, regardless of the team member’s location within Canada.</strong></p>
<h2 id="tasks">Tasks</h2>
<p>As a Member Care Specialist, you will be responsible for providing exceptional support to our members throughout their fertility and family-forming journeys. This includes onboarding new members to the Progyny Global benefit, offering guidance on how to best utilise the service based on individual needs, and delivering ongoing concierge-level support. The ideal candidate will possess excellent communication skills, strong organisational abilities, and a passion for helping others in a sensitive and highly personal area of life.</p>
<ul>
<li>Conduct 1:1 video consultations with members, educating them on fertility, adoption, preganancy and menopause topics.</li>
<li>Assist members in identifying the right fertility clinic or service provider and provide ongoing concierge support.</li>
<li>Address member inquiries, proactively researching and presenting high-quality solutions tailored to their unique needs.</li>
<li>Conduct in-depth research on country-specific legislation and medical landscapes related to fertility and family-forming options.</li>
<li>Regularly update our platform’s knowledge databases with the latest information on relevant healthcare practices and legal frameworks.</li>
<li>Regular support for translation and localization of our benefits</li>
</ul>
<h2 id="requirements">Requirements</h2>
<ul>
<li><strong>Customer service skills:</strong> Exceptional interpersonal skills with the ability to communicate clearly and concisely, both verbally and in writing.</li>
<li><strong>Empathy:</strong> A compassionate approach, with high emotional intelligence and a genuine passion for helping others through sensitive life stages.</li>
<li><strong>Adaptability:</strong> Ability to quickly grasp new topics and continuously expand your knowledge in the fields of fertility, adoption, surrogacy, menopause and pregnancy care</li>
<li><strong>Organisational skills:</strong> Strong attention to detail, excellent prioritization abilities, and the capability to manage multiple projects and deadlines in a fast-paced environment.</li>
<li><strong>Collaborative spirit:</strong> Ability to work both independently and as part of a team, with a proactive and solutions-oriented mindset.</li>
<li><strong>Interest in Diversity & Inclusion:</strong> A commitment to supporting individuals from diverse backgrounds, with a specific focus on fertility and family-forming journeys.</li>
</ul>
<p><strong>Preferred Experience</strong></p>
<ul>
<li>A background in <strong>healthcare</strong> (e.g. <strong>fertility nurse</strong>, <strong>midwife</strong>, or related field) is highly desirable.</li>
<li>Prior experience in a customer care role is preferred.</li>
<li>Bachelor's degree or equivalent work experience.</li>
</ul>
<p><strong>Language Skills</strong></p>
<ul>
<li>Fluent in English.</li>
<li>Fluency in Canadian French, particularly Québec French, is a strong asset.</li>
</ul>
<h2 id="benefits">Benefits</h2>
<p><strong>Why Join Us</strong></p>
<ul>
<li>💰 Competitive salary: Annual gross salary range: $38,000 – $42,000 CAD (based on experience)</li>
<li>Annual performance-based bonus</li>
<li>🍼 Access to the Progyny Global platform + family-building benefit</li>
<li>🧘 1:1 mental health sessions & wellness support via SpringHealth</li>
<li>✈️ 8 weeks/year remote from anywhere</li>
<li>🌈 Inclusive, mission-driven culture built on care, collaboration, and innovation</li>
</ul>
<p>We believe in equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all team members.</p>
<p>If you're passionate about helping others and want to make a difference in people's fertility and family-forming journeys, we encourage you to apply and join our mission at Progyny Global.</p>
