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About the role
- Member Care Specialist supporting Canadian members through fertility and family-forming journeys. Providing consultations, concierge guidance, and localized healthcare and legal information.
Responsibilities
- Conduct 1:1 video consultations with members, educating them on fertility, adoption, pregnancy, and menopause topics
- Onboard new members to the Progyny Global benefit
- Guide members on how to best utilise the service based on individual needs
- Assist members in identifying the right fertility clinic or service provider
- Provide ongoing concierge-level support
- Address member inquiries by researching and presenting high-quality, tailored solutions
- Conduct in-depth research on country-specific legislation and medical landscapes related to fertility and family-forming options
- Regularly update the platform’s knowledge databases with current healthcare practices and legal frameworks
- Support translation and localization of benefits
Requirements
- Exceptional interpersonal skills with the ability to communicate clearly and concisely, both verbally and in writing
- Compassionate approach, high emotional intelligence, and genuine passion for helping others through sensitive life stages
- Ability to quickly grasp new topics and continuously expand knowledge in fertility, adoption, surrogacy, menopause, and pregnancy care
- Strong attention to detail, excellent prioritization abilities, and capability to manage multiple projects and deadlines in a fast-paced environment
- Ability to work independently and as part of a team, with a proactive and solutions-oriented mindset
- Commitment to supporting individuals from diverse backgrounds, with a specific focus on fertility and family-forming journeys
- Bachelor's degree or equivalent work experience
- Fluent in English
- Fluency in Canadian French, particularly Québec French, is a strong asset
- Background in healthcare (e.g. fertility nurse, midwife, or related field) is highly desirable
- Prior experience in a customer care role is preferred
- Ability to work 4:00–8:00 p.m. ET, Monday through Friday, while located in Canada
Benefits
- Annual performance-based bonus
- Access to the Progyny Global platform + family-building benefit
- 1:1 mental health sessions & wellness support via SpringHealth
- 8 weeks/year remote from anywhere
- Inclusive, mission-driven culture built on care, collaboration, and innovation
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No Education Requirement
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