Client Services Coordinator (Specimen Transfers)

*Relocation Assistance Available*

Build What Matters Most - Families, Futures, and Your Career

New England Cryogenic Center (NECC) was founded in 1971 and is one of the pioneers in processing and cryopreservation of human cells and tissue in the United States. We have an uncommon dedication to our clients, and our mission is helping people achieve their dreams of having a family.

Opportunity Overview

We have an immediate opening for a Client Services Coordinator (Specimen Transfers) to join our team at New England Cryogenic Center in Marlborough, Massachusetts.

• Schedule: Monday through Friday, from 8:30 AM to 5:00 PM with required on-call weekend rotation (every three weeks)
• Compensation: $24.00 per hour (commensurate with experience)
• Relocation: Relocation assistance is available for this position

This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day.

How You’ll Contribute

Under the supervision of the Office Supervisor/Manager, the Client Services Coordinator (Specimen Transfers) is responsible for coordinating specimen transfer requests, supporting client accounts, maintaining accurate documentation, and serving as a primary point of contact for clients, medical facilities, and internal departments. This position requires exceptional customer service, communication, and organizational skills to ensure a seamless client experience while facilitating the secure and timely transfer of specimens.

In this role, the Client Services Coordinator (Specimen Transfers) will be responsible for:

Client Services and Transfer Coordination

• Serving as the primary point of contact for clients via phone, email, chat, and information lines
• Coordinating specimen transfer requests with clients, receiving facilities, and internal departments
• Reviewing and processing transfer, withdrawal, and discard requests, ensuring all required documentation is complete and accurate
• Monitoring transfer requests from initiation through completion, providing timely updates and follow-up as needed
• Maintaining up to date knowledge of basic laboratory maintenance protocol and demonstrate understanding of andrology procedures and protocols in accordance with the clinical practice and regulatory standards
• Educating clients on transfer procedures, documentation requirements, timelines, and available services
• Maintaining accurate client records, pricing information, and account configurations
• Supporting billing, reporting, and administrative activities related to client accounts and transfer services
• Responding to inquiries generated through marketing campaigns, website submissions, and referral sources
• Working collaboratively with internal teams to ensure an exceptional client experience and efficient workflow

Client Account Support

• Guiding clients through account setup, account maintenance, and required documentation processes
• Assisting clients and referring facilities with completing forms and requests
• Answering questions regarding account services, transfer requirements, and related processes
• Processing applicable charges and coordinating distribution of documentation as needed
• Maintaining professionalism and sensitivity when assisting clients with confidential and time-sensitive matters

Administrative Responsibilities

• Maintaining detailed records of client communications, transfer activity, and documentation
• Ensuring all records are complete, accurate, and maintained according to company policies and regulatory requirements
• Supporting database maintenance, chart filing, reporting, accounts receivable functions, and special projects
• Assisting with outreach efforts by distributing informational materials to referring offices and healthcare partners
• Participating in process improvement initiatives that enhance client satisfaction and operational efficiency
• Performing all other duties as assigned

Environmental Conditions

• Work in an office environment with temperature control
• Occasionally enter operational areas as required by business needs
• Use standard office equipment regularly

What You'll Bring

We’re looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience - individuals who thrive in environments where excellence, empathy, and accountability matter.

Qualifications and Skills Include:

• High school diploma or equivalent required; associate degree or business certificate preferred
• Minimum one year of customer service, healthcare administration, medical office, logistics coordination, client services, or related experience preferred
• Healthcare, laboratory, cryostorage, or reproductive medicine experience is preferred but not required
• Strong attention to detail and organizational skills
• Excellent written, verbal, and interpersonal communication skills
• Ability to interact professionally with clients, physicians, healthcare facilities, and individuals at all levels of the organization
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and critical-thinking skills
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
• Self-motivated, dependable, and adaptable to changing priorities
• Exceptional customer service skills with a client-first mindset
• Accurate data-entry skills
• Ability to maintain the highest level of confidentiality
• Ability to troubleshoot issues and identify appropriate solutions
• Strong written and verbal communication skills
• Ability to build and maintain effective working relationships
• Ability to work independently and collaboratively within a team environment

What We Offer

We are proud to provide a competitive, comprehensive benefits package designed to support our team members - professionally and personally - across all employment types.

Full-Time Employees (30+ hours/week)

• Medical, dental, and vision insurance
• 401(k) with company match
• Tuition assistance and professional development support
• Performance-based bonus opportunities
• Generous paid time off, paid holidays, and paid parental leave
• Life and disability benefits
• Fertility Discount Program
• Employee wellness and recognition programs

Part-Time Employees

• 401(k) with company match
• Performance-based bonus opportunities
• Employee wellness and recognition programs

Per Diem Employees

• 401(k) with company match
• Employee wellness and recognition programs

Our Commitment to Inclusion and Opportunity

We believe that a diverse workforce is essential to fulfilling our mission of expanding patient access to the highest standards of fertility care. We are committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and patients we serve.