Matching Specialist

Circle Surrogacy (www.circlesurrogacy.com), part of the NorthStar Fertility family (www.nsfertility.com), is a global leader in family-building services with more than 25 years of experience supporting Intended Parents and surrogates. At Circle, we’re grounded in empathy, inclusivity, and collaboration, and we’re committed to creating a welcoming, supportive experience for everyone we serve.

We are currently seeking a Matching Specialist to join our team. In this important role, you’ll partner closely with Intended Parents during the matching phase of their journey, serving as a trusted point of contact and guide. You’ll provide clear, thoughtful education, ensure documentation is accurate and complete, and coordinate with internal teams to keep each journey moving forward smoothly. This role plays a meaningful part in creating a positive, respectful, and well-supported experience for all involved.

What you’ll do:

• Provide exceptional customer service to intended parents through professional, compassionate, and timely verbal and written communication while they await a surrogate match.
• Serve as a primary point of contact for intended parents, answering questions, managing expectations, and providing updates throughout the matching process.
• Collaborate closely with Consultation, Coordination, and other cross-functional teams to ensure seamless case transitions and continuity of care.
• Conduct and document regular client check-ins in the CRM system, leveraging information gathered to provide proactive support and maintain engagement.
• Educate and prepare intended parents for the donor and surrogate matching process, including expectations, requirements, and next steps.
• Collect, review, and track required documentation, including background checks, Intent to Match forms, wills, matching profiles, and other necessary records.
• Maintain accurate and up-to-date client information by completing all relevant CRM fields and documenting interactions in accordance with company standards.
• Assess intended parents' unique circumstances and identify appropriate next steps to help them progress successfully through their family-building journey.
• Identify potential barriers to matching and escalate concerns, trends, or challenges to management in a timely manner.
• Facilitate and coordinate surrogate-to-intended parent matches, ensuring alignment with established criteria, preferences, and program requirements.
• Partner with internal teams to support successful match outcomes and a positive client experience.
• Monitor and communicate current matching timelines and wait-time expectations to intended parents with transparency and professionalism.
• Maintain a thorough understanding of company policies, program requirements, and industry best practices related to matching services.

What you’ll need to succeed:

• High School Diploma or equivalent professional experience required
• Strong interpersonal and communication skills, with the ability to support clients through emotionally significant decisions
• Exceptional organizational skills and attention to detail. 
• Experience working in a CRM system and managing multiple cases simultaneously. 
• Ability to identify issues proactively and communicate them clearly to internal stakeholders. 

What are the benefits: 

North Star and its companies are an equal opportunity employer. We provide opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression. The law requires an employer to post notices describing the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability, veteran status, sexual orientation, and genetic information and gender identity or expression. Please visit https://www.eeoc.gov/employers/eeo-law-poster to visit the “EEO is the Law” poster.