Surrogate Intake Department Manager

About ACRC Global:
ACRC Global is a leading surrogacy agency based in Orange County, dedicated to providing comprehensive support for intended parents worldwide. With offices in Tokyo, New York City, and Irvine/Los Angeles, we pride ourselves on our global reach and commitment to delivering personalized, compassionate care throughout the surrogacy journey.
Job Description
We are seeking an experienced and compassionate Surrogate Intake Department Manager to lead our Surrogate Intake team. This position is responsible for overseeing the full surrogate intake process, managing and supporting the Intake team, and ensuring that prospective surrogates receive timely, professional, and compassionate guidance throughout the application and screening process.
The ideal candidate will have extensive hands-on experience in surrogate intake, strong leadership and communication skills, and the ability to effectively manage team performance, applicant pipelines, lead distribution, and cross-department collaboration.
Key Responsibilities
Lead and manage the Surrogate Intake Department, providing daily guidance, coaching, training, and support to Intake team members.
Assign and distribute incoming surrogate leads among team members based on workload, availability, and operational priorities.
Monitor the surrogate applicant pipeline, follow-up activities, conversion progress, and overall team performance to ensure leads are handled efficiently and consistently.
Conduct and oversee initial screenings and interviews with prospective surrogate applicants to evaluate eligibility and suitability.
Ensure prospective surrogates receive accurate and comprehensive information regarding the surrogacy process, program requirements, timelines, and next steps.
Support Intake team members with complex applicant situations, questions, escalations, and follow-up strategies.
Maintain high standards for applicant communication, responsiveness, documentation, and overall candidate experience.
Review and ensure the accuracy and completeness of applicant records and information within the company’s CRM/database.
Coordinate closely with Case Management, Medical Records, Matching/CRM, Marketing, and other relevant departments to ensure a smooth transition of qualified surrogate candidates throughout the process.
Serve as the primary point of communication between the Surrogate Intake Department and other departments regarding intake operations, applicant status, workflow issues, and departmental needs.
Work closely with Marketing and recruitment teams to evaluate lead quality, applicant sources, recruitment campaigns, and opportunities to improve surrogate acquisition.
Develop, implement, and continuously improve intake workflows, protocols, procedures, scripts, and team standards.
Track departmental performance and identify opportunities to improve lead response time, applicant engagement, qualification rates, and overall intake efficiency.
Participate in departmental planning, meetings, reporting, and other operational initiatives as needed.
Qualifications
Minimum 3 years of experience as a Senior Surrogate Intake Manager or in a comparable senior-level surrogate intake role within the surrogacy industry.
Strong knowledge of surrogate recruitment, screening requirements, intake procedures, and the overall surrogacy journey.
Previous experience leading, mentoring, training, or supervising an Intake team strongly preferred.
Strong leadership, organizational, and team management skills.
Ability to effectively manage lead distribution, applicant pipelines, priorities, and team workload.
Excellent interpersonal and communication skills with the ability to build trust and rapport with prospective surrogates.
Strong attention to detail and ability to maintain accurate and confidential applicant records.
Ability to collaborate effectively across multiple departments and manage operational issues independently.
Experience working with CRM systems and applicant tracking systems preferred.
Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
Job Type: Full-time
Workplace: Remote/Hybird

Work arrangement
Yes